Setting up suspended ticket notifications

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  • Sara Ledger

    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.

  • Ben Van Iten
    Zendesk Digital Resources Team

    Hi Sara,

    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:

    My apologies as I know this isn't what you were looking to hear. Please let us know if we can assist further.

  • Daria Johnson

    Is there a way to have the Suspended Tickets folder accessible to other roles in addition to Admins?

  • Larry Click

    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.

  • Gavin

    Is there a possibility that i can a get notificationa  of suspended ticket having cause "

    Permission denied due to unauthenticated email update
  • Diogo Maciel
    Zendesk Customer Care
    Hi Gavin! No there are currently no notifications that can be sent when a ticket is suspended. 
    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 [].
  • Maria Tentsou

    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?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Maria,

    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!
  • Eduardo Jr Adoptante

    Hi Gabriel Manlapig,

    Thanks for sharing this. Is it a new feature that agents can now view suspended tickets?

  • Prabu P

    Hi There,

    We would like to disable the ticket suspension specifically for the "Email Authentication failure" reason. Is there a way to achieve this?

  • Joyce
    Zendesk Customer Care
    Hi Prabu,
    Email Authentication Failed suspension reason indicates that the email is spoofed or appears to have originated from someone or somewhere other than the actual source. Consider configuring SPF and DKIM for this sending source, or disabling Sender Authentication in email channel settings following the steps in this article.
    You can also visit this article for more information about Email Authentication Failed.

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