Question
Is it possible to edit the suspended tickets view and to create business rules that take action on tickets in a suspended state?
Answer
As suspended tickets are not legitimate tickets in your account until they are recovered, it is not possible to edit the conditions for this view or natively create business rules to take action on them.
The suspended queue is a default part of Support and is shown to admins and any agent with access to all tickets in your account.
14 Comments
A follow up question to this: what reporting options are available for suspended tickets data? Can we build an Explore Dashboard that we could use to get additional insight into each suspended ticket or is it possible to extract the raw Suspended Ticket Data via API into another data insight tool?
Would like to figure out a way to "Show suspended tickets" on the "Dashboard" (like under the 'Tickets requiring your attention' box). So that we don't have to keep clicking back and forth from the dashboard to views, to suspended tickets, to dashboard, over and over and over every single day ad nausea.
Anyway to do this in config? Or is this something zendesk would have to implement (and never do, because they don't ever seem to update their software)?
+1 to Nuna Baby Essentials's question.
Based on this response to a similar question from 2020, I'm guessing the answer is no.
This is a bewildering oversight.
My company would like to pull data for spam emails to our support address, but that data is unavailable for suspended tickets older than 14 days, so I would have to comb through every two weeks and manually record the results. That's unacceptable.
I'd like to know if there is a way we can request to have a column added "to" email address. I'm finding that there are quite a few of legit tickets getting caught in spam and since it's very hard to search through all those tickets, I'm finding I have to spend almost have an hour pulling them out even though I get reports every hour.
If we had the "to" address column, I'd be able to sort by "to" email and unsuspend in bulk.
Suspended Tickets View Improvements
Hi 🙂
Can I hide the suspended tickets view?
Hi Fríða,
The Suspended tickets view can only be hidden or not shown to agents who have limited access to tickets (e.g. tickets assigned to them, tickets within their groups) or do not have access to all tickets in your account. Apart from that, users with the default Admin role and agents who have access to all tickets would be able to see the Suspended tickets view in Support. I hope this clarifies your question. Stay safe!
Hi
I need the following combination:
A role with access to view suspended tickets but It can't see private group tickets,
Is this possible??
Suspended ticket view is available to agents with access to all tickets. Role permission must be set to the following:
Otherwise, users won't have access to the Suspended tickets view.
This is actually opposite of what he is asking. I want to have private groups, and each group be able to look through the suspended tickets for their own suspended tickets, but NOT see each others' tickets.
Suspended Ticket view is accessible only to admins and agents with access to 'All tickets' in your account.
Currently, it is not possible to edit the conditions for this view or natively create business rules to take action on them.
Thanks,
Christine
I want only admins to have access to private groups (so all tickets) but other non admin agents SHOULD have access to suspended tickets. This needs to be a separate role condition.
Yes, I am in the same boat as Caroline.
We need to have non-admin agents being able to see Suspended Tickets, but we don't want to give them access to sensitive data in Private Groups.
I have the same situation as Caroline and Mark
My organization has confidential information.
Does Zendesk have any plans to grant access to suspended tickets without requiring agents to see private groups?
Regards!!
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