Issue symptoms
Zendesk marks tickets created from a custom ticket form as suspended tickets.
Conditions
- The custom ticket form sends tickets through your support email address.
- Adding the sending email address to your allowlist does not correct the problem.
Resolution
Emails received from an email address set up as a support address will always be suspended to avoid mail loops. It is not recommended to use an email address to connect a custom ticket form to your Support account. This workflow will result in the tickets being suspended due to hard-coded system rules.
To correct this problem, use the API to connect the custom ticket form to Support instead of email. For more information, see the article: Building a custom ticket form with the Zendesk API.