Issue symptoms
Emails from system users such as mail-daemon@ or postmaster@ are always suspended. My business rules cannot fire on these suspended tickets so I cannot automate a process for them. How can I manage this situation?
Resolution steps
Due to a system rule, these tickets will always be suspended. To help keep track of these tickets, try using suspended ticket notifications.
There are a few possible workarounds that can help in some cases:
- Have the system emails sent to another email address.
- Have the emails redirected, or forwarded through a non-system address like a standard email.
- Add the email address to your allowlist.
For more information on ticket suspensions, see the article: Causes of ticket suspension.
3 comments
Matt Woodward
"Add the email address to your allowlist." doesn't work for noreply addresses, per your allowlist documentation. I haven't tried it. Which is right?
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Booking For Visa
Why can’t this be configurable? Having a system account would be fairly common for users so why not give the account owner the option choose?
This blocks a key workflow for us, making it very hard for us to sustain unsuspending tickets when the whole point of using Zendesk is to automate our workflows.
2
Mikita Tsybulka
Hello.
This is a real problem for us since we're loosing a lot of reports from various organisation and private individuals. Is it possible to fix it somehow? Not with this workaround 'solutions'. Should be configurable, agree with the person above.
0