I set up email forwarding from an external support address to my Zendesk and now every email appears on the suspended view.
When this issue occurs, incoming emails are suspended commonly for the reasons of either Automated response mail or Received from a support address. For more information, see the article: Causes for ticket suspension.
The automated response email indicates that the email server is adding an automated header such as
Auto-submitted:auto-generated to every email that is forwarded to your Zendesk account. These headers tell Zendesk that the messages were auto-generated rather than created by end users. To resolve this issue, modify the email forwarding on your server to not add either of these headers to forwarded email messages.
The suspension reason, Received from support address, indicates that your email server is configured with an external support address, for example,
mailto:email@example.com">firstname.lastname@example.org as the
Reply-To header in every email forwarded to your Zendesk. These messages are suspended by Zendesk due to the ability to cause mail loops. To resolve this issue, modify the email forwarding on your server to show the email address of the ticket requester email address rather than your external support address in the