Issue symptoms
I set up email forwarding from an external support address to my Zendesk and now every email appears on the suspended view.
Resolution
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 Precedence:bulk or 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:support@example.com">support@example.com as the From or 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 From or Reply-To header.
2 Comments
Hi there, my situation is that I receive the end user ticket and I can reply to them and they see my reply. But when the end user replies to the it goes to suspended ticket
Received from support address
is it the same issue?
Yes, if every end-user reply is coming into your Zendesk with a Suspension reason of Received from Support Address, this would indicate an issue with your email forwarding setup from your external support address to your Zendesk default address. If your IT Support team has any issues resolving the forwarding issue, please contact Zendesk Support and we can provide more specific help.
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