In addition to the Suspended Tickets view, you can set up a suspended tickets notification email that is sent to specific email addresses.
In the Suspended Ticket Notifications section of the Tickets settings page, you can select the frequency and enter the email addresses that you want the notifications to be sent to. The email notification is sent when new suspended tickets are received and contains details for all tickets that are currently in your suspended tickets queue including tickets that were included in previous notifications.
To set up suspended ticket notifications
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
- In the Suspended Ticket Notifications section, select the frequency and enter the email addresses that you want the notifications to be sent to.
- Enter the email addresses you want the notifications sent to.
- Click Save tab.
If you later want to cancel these notifications, select Never.
You'll only receive the notification email when new suspended tickets are received.
Is there a way to limit the suspended ticket notifications to a specific scheduled? For example during our business hours so we aren't bombarded with emails after hours.
This is a great question. Unfortunately this is not possible at this time. I would encourage you to post in our feedback forum (as it is more closely monitored by the product team than this space) with a breakdown of your use case so other users can upvote and add onto it: https://support.zendesk.com/hc/en-us/community/topics/200132066--Feedback-on-Support
My apologies as I know this isn't what you were looking to hear. Please let us know if we can assist further.
Is there a way to have the Suspended Tickets folder accessible to other roles in addition to Admins?
I also want to kill off this unnecessary notifications every time a ticket is suspended. There is already a view for it. It is going to the wrong place anyway.
Is there a possibility that i can a get notificationa of suspended ticket having cause "
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
I am going to repeat a question that has remained unanswered above: Is there a way to have the Suspended Tickets folder accessible to other roles in addition to Admins?
Suspended ticket folder is a default part of Support and is shown to admins and any agent roles with access to all tickets in your account. Role permission must be set to the following:
Otherwise, users won't have access to the Suspended tickets view. I hope this clarifies your question. Thank you!
Hi Gabriel Manlapig,
Thanks for sharing this. Is it a new feature that agents can now view suspended tickets?
Please sign in to leave a comment.