Understanding and managing suspended tickets and spam

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11 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!

    2
  • Ahn Letran
    Zendesk Customer Care

    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

    2
  • 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!

    1
  • 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
  • Melissa Lindsey

    Hello - We have a large volume of suspended tickets that are recovered by our Tier 1 team. Unfortunately there is no way to identify those tickets that have been recovered or report on them. It would be helpful to have a tag or event or some sort of identifier that would allow our managers to report on this volume and assist in resource planning (assign a certain number of agents to monitor the suspended queue).

     

     

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  • Edson Sarabia

    Hello, is it possible to hide the suspended and deleted tickets from the views? Thanks!

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Melissa, 

    Unfortunately, there isn't a specific indicator for recovered suspended tickets, we understand your need for this functionality, so I have marked this ticket as product feedback. Further, I am also encouraging you to create a new post on the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
     
     
     
     
     
     
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  • Cheeny Aban
    Zendesk Customer Care
    Hi Edson, 

    The Deleted Tickets View can be hidden from users via either specific role permissions on Enterprise plans, or a global permission setting on other plan types. Information on how to do so can be found here: Enabling agents to delete tickets

    Unfortunately, Suspended Tickets View is a default view and no option to hide it is available as of the moment
    0

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