Understanding and managing suspended tickets and spam

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31 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

    7
  • 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 Lucore

    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).

     

     

    1
  • 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.
     
     
     
     
     
     
    1
  • 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
  • Kenneth Morris
    Zendesk Luminary

    We had an end user who added our support alias to a zoom meeting invite and their following tickets were marked as spam and suspended. Is this intentional?

     

    0
  • Myron

    How can I disable the Suspended ticket folder altogether? I find it populated with voice messages that appear to have been dialed from VoIP or a computer.

    0
  • King Leong

    Hi Zendesk Product Team - We want to be able to make changes to the views of Suspended ticket to add additional columns/info =(  , its not practical as we have multiple support addresses looked after by different groups, its too hard for them to identify tickets relating to them and have to look through each ticket one by one

    0
  • Mike Affuso

    I have to say, articles like this are pathetic. If the article was just a link to to where you adjust the blocklist it would have been a far superior article. In stead you get a bunch of words that tell you  nothing / stuff you already know without letting you know where to fix the problem. Could care less about how. If I can't find the feature - how can I use them!!!

     

    The how is almost the same across all software, the where unique is unique to almost all software. The where is always known to support staff. The where is never known to clients. It is the MOST IMPORTANT INFORMATION TO INCLUDE.

    Here it is for you.

    1. In Admin Center, click the People icon () in the sidebar, then select Configuration > End users.
    2. In the Anybody can submit tickets section, select Enabled. This setting is required to use your blocklist or allowlist.
    3. Enter your allowlist and blocklist settings. 

       

      You can view some of the common blocklist and allowlist examples in the section below. If you are adding multiple email addresses or domains, separate with a space.
    4. Click Save tab.
    1
  • EDC Motiva

    Hi Zendesk team,

    I have a question related to suspended tickets and hope you could help me.

    Currently we are receiving all tickets 'coming from a support address' as suspended tickets but also duplicated as a regular ticket. I saw in your article it was because it's causing an email loop?

    However, our different department are creating tickets with the support address in Zendesk for a couple of months already and all went okay (no suspended tickets) until two weeks ago. The support addresses are all added on the white list in Zendesk.

    Could you tell us what is the exact cause and how to fix this?

    Thank you in advance.

    Evy

     

     

     

    1
  • Dane
    Zendesk Engineering

    EDC Motiva,

    Based on the information you have provided, it is working as expected. You are not allowed to send ticket using your own support address. If it has been working before, it only means that there is an issue that has already been corrected. If you check Causes for ticket suspension you can only avoid this from happening if your employees change the from and reply-to address.

    0
  • Dane
    Zendesk Engineering

    Myron and King Leong,

    Suspended tickets view is a system view that cannot be modified or disabled.

    I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 

    0
  • Dane
    Zendesk Engineering

    Mike Affuso,

    We appreciate your feedback regarding the structure of our articles. However, we also promote self service and the hows are integral part of knowing the process of our Product. In addition, the information you are looking for can be found in Setup Blocklist and Allowlist.

    0
  • Patrick Argao

    Typo, check the capitalized word below

     

    Email sent to Zendesk Support can be suspended or rejected. Suspended emails are OTEN, but not always, spam. This article explains what suspended tickets are and your options for managing them.

     

    0
  • Brett Bowser
    Zendesk Community Manager
    Thanks for the heads up Patrick!

    I'll share this with our documentation team so they can get this article updated.
     
    Cheers!
    0
  • Qin Brian

    One question:

    If nobody reviews a suspended email, it is automatically deleted after 14 days.

     

    What is the design logic to delete such suspended emails from Zendesk?

    How can we trace back to see what emails have been deleted by Zendesk?

    BTW: Why use API to recover one by one, the ticket is created with my name? What is the logic to design such function?

    0
  • Dane
    Zendesk Engineering
    Hi Qin,
     
    Suspended tickets will pile up and use the allocated storages for accounts. To make sure that this will not happen, it will be purged within 14 days. Unfortunately, suspended tickets are not part of our native reporting.
     
    For multiple suspended tickets, you can use our APIs to recover them in bulk. For more information, please refer to Recover Multiple Suspended Tickets.
     
    If you feel this isn’t sufficient feel free to provide feedback in the Community page.
    This is 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.
    0
  • Janel

    We suddenly have a slew of tickets that are ending up in the Suspended folder that should not be.  The communications that are going out are invitation emails that are automatically generated when our customers add users to our platform.  How can I fix this?

    0
  • Gavin

    Janel

    We have found that the filter "learns" as long as we ongoingly have someone review the suspended tickets queue.  So a couple weeks of un-suspending tickets that should not have been suspended trains the filter over time, and false-positives drop.

    In our experience, you have to continue to review the queue over time.  You cannot simply get it to "good enough" and then stop reviewing.  The filter will lose training and at the same time, spammers tactics change.

    0
  • Frank

    Quick question, hoping somebody might know more. We are currently receiving a number of malicious links by means of a HTM or HTML filetype attachments. Is it possible to instruct Zendesk to automatically mark such tickets as suspended? By and large, our customers have no reason to attach such a filetype for legitimate reasons, and we review suspended tickets closely in either case.

    I haven't seen a setting that can help with this, nor a trigger or automation, so if this is feedback I will log it there (from a quick search within the community I didn't see a similar request).

    Thanks.

    0
  • Dane
    Zendesk Engineering
    Hi Frank,

    It's not possible to automatically mark such tickets as spam. However, our system can be trained so that it can identify such tickets as spam in the future. What your agents can do is to continue to manually mark such tickets as spam. This will help improve our spam filters for such tickets.
    0
  • Dawn

    Hello, is there any way to turn off the automatic marking of emails as spam and suspending tickets? I want all emails to come to the mailbox because some important emails were automatically suspended as spam, and I cannot recover them.

    0
  • JR Lausin
    Zendesk Customer Care
    Hi Dawn,

    Unfortunately Zendesk automatically performs some scanning of tickets to identify malicious content and there's no option to turn this off. However, the way you configure your account also influences how many emails are suspended.

    Please check this article for complete details:

    https://support.zendesk.com/hc/en-us/articles/4408889141146-Understanding-and-managing-suspended-tickets-and-spam
     
    0
  • ADMIN THEWOODOO

    Hi,

    My Zendesk account has a problem, it can't receive mail from the dashboard. All emails sent to my account are considered suspended email. Therefore, I want to cancel my account and receive a refund that I applied for.
    Please tell me how should I do because I can't get it to work.

    Looking forward to hearing from you soon,

    0

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