Understanding and managing suspended tickets and spam

Return to top

7 Comments

  • Rodger Bradford

    I have a quick question, does the Events view show that a ticket was originally suspended?  Does it show the date it was recovered and who the name of the agent that recovered it?

    If not, these would be excellent features to add.  Thank you!

    1
  • Ahn Letran

    Hi, Rodger!

    Hope you're doing well!

    I actually tried to recover a suspended ticket on my account, to see if it will show under ticket events. Sadly, it didn't show any sign that it was recovered either manually or automatically. This could be a cool feature to add in the future, though. For now, I understand this is not the answer you were hoping for, but you can up-vote this post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Cheers!

    Ahn L. | Customer Support Advocate

    0
  • Pooja Palan
    Zendesk Product Manager

    Hi Everyone,

    Thank you for all of your questions on this post. We love your feedback. If you have more product feedback on this topic, we'd like to hear from you!

    Please find some time to talk to our product directly at https://calendly.com/pooja-palan/30min?back=1&month=2021-08

    Thanks!

    0
  • Tony Schumacher

    Hello,

    Our dev team sends us notifications that we use for taking action but they also send us testing emails that we do not want in our general ticket que and are identified by the title in the subject line. I would like those emails to go to the Suspended folder. Is there a way to filter or reroute certain tickets by subject instead of by the user email address?

     

    Thanks for the help!

    0
  • Beau P.
    Zendesk Customer Care

    Hello Tony,

    While it isn't possible to suspend based on ticket subject, you could create a trigger to automatically close such requests. You can test for specific subject/body text in triggers using the "Ticket: Subject text" and/or "Ticket: Comment text" conditions, based on where your targeted keywords most commonly appear. You could create a trigger that detects the spam messages based on the strings you've identified and instantly close such tickets.

    Our article on trigger conditions and actions describes the "Ticket: Comment text" condition here: https://support.zendesk.com/hc/en-us/articles/115015611647-Trigger-conditions-and-actions-reference

    Beau | Customer Advocate

    Ask our Zendesk Community

    0
  • Tony Schumacher

    Hi Beau,

     

    Thanks for getting back to me so quickly. I already have triggers setup to close those tickets out but thank you for the suggestion. I was hoping there might be a way to have those specific tickets not even appear in my All Tickets view or blocked somehow from being accepted. Any ideas?

     

    Thanks again for the help!

    0
  • Beau P.
    Zendesk Customer Care

    Hi Tony,

    Blocking outright via the email address or domain is the only other option, so if you intend to allow messages from a user and only want to route certain ones, the trigger workflow is the only other option. It isn't possible to outright reject messages from a permitted user based on subject or comment text, only identify that content and automatically close tickets via the trigger workflow described.

    Beau | Customer Advocate

    Ask our Zendesk Community

    1

Please sign in to leave a comment.

Powered by Zendesk