Recent searches


No recent searches

Viewing, recovering, and deleting suspended tickets



Edited Jun 21, 2024


2

38

38 comments

Hello, 

I can't see the suspended tickets in my views. According to my boss I have the same rights as my colleague who can see it. Do i need to add the suspended tickets to my views? if so, how can i do this?

0


Hello @...,

We would need to take this into a ticket so we can take a closer look at your account to see what is going on.

I will respond to you shortly in a ticket.

0


image avatar

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


Is there any sort of identifier on tickets that have been recovered? It would be very helpful to be able to report on the volume of recovered tickets from the suspended queue. Thanks.

0


image avatar

Rad

Zendesk Customer Care

Hi Melissa,
 
When recovering a deleted ticket no tag will be added as an identifier. You have an option to report on the number of deleted tickets that were recovered using the Ticket updates dataset. 
 
Trust this helps.

0


Our agents have noticed that recently the option to mass delete suspended tickets has been greyed out in the view. They were able to delete up to about 2 weeks ago, and now can't.

I have an admin licence and have the ability to mass delete but the agents do not.

Please can you advise if there has been a recent change to affect this, there is nothing above that indicates an agent can't mass delete. Thanks

0


If you deleted a suspended ticket, can you still recover it? or maybe a history of deleted suspended tickets?

0


image avatar

Dane

Zendesk Engineering

Vince Pineda,

Deleted suspended tickets cannot be recovered. 

0


image avatar

Dane

Zendesk Engineering

@Andrew,
 
Due to my delayed response, I want to know if you are still experiencing the issue. If you do, please contact us through Messaging and we'll gladly look into it. 

0


If I recover a ticket will that email address be recognised as safe and will prevent it from being suspended in future? Or will I have to manually add each address to the safe list?

1


image avatar

Josh

Zendesk Customer Care

Hi Stephen,
 
Thank you for reaching out to us. If you recover a ticket from suspended queue, the system will recognize that the email is safe and will increase its score not to be suspended in the future.
 
Best,

0


Is there a way to whitelist keywords in Suspended tickets? We are listed on a medical website as a provider for a particular service and when a patient fills out the questionnaire it automatically comes to our info@ email that routes to Zendesk. The email address is that of the patient but the subject line is always the same. 

0


image avatar

Christine

Zendesk Engineering

Hi Jen,

There's no way to configure Allowlist by subject line, but there is an app that has a similar sort of ability to let you query the suspended queue for specific tickets meeting certain conditions and then have certain actions taken on those tickets, kind of like with business rules.

You may check out the app Shredder here:
https://www.zendesk.com/apps/support/94512/shredder/

Essentially you can say any suspended ticket created with x, y , z text in the subject line then it will recover automatically.

Disclaimer: The app is developed by third-party app developers, for further questions about using the app you may reach out to Sparkly directly.

0


Hello,

Our suspended tickets are currently at 400+ pages. It seems it is not possible to skip to a specific page or date and can only skip two pages at a time. When a ticket is recovered, it jumps back to page 1 and cannot go back to the page/date that was being worked through. Is there a way to enable an option to skip to a specific page or have ZD not start back at page one? Your assistance is greatly appreciated. 

Thank you!

0


image avatar

Jupete Manitas

Zendesk Customer Care

Hi Cristian, thanks for writing in! We understand that it could be a great feature so we can have easy accessing our suspended tickets. Having that said, we recommend posting it on our support product feedback page to add this feature in the Suspended view. Thank you!

0


We are receiving Suspended tickets with attachments. When someone with the Agent role tries to recover the ticket they are not able to download the attachments. It seems that only Admin role users can download the attachments. Is this correct?

0


image avatar

Christine

Zendesk Engineering

Hi Luke,

Recovering a ticket manually only pulls in the plain text version of the original email, instead of the full HTML, which then leads to things like attachments getting lost. If recovering automatically, attachments will stay in place with full HTML.

0


I am wondering how to add/activate the SLA based on the ticket priority whenever a ticket is recovered manually from the Suspended bucket. Is that even possible? Thanks!

0


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

HI Maribeth,

Suspended tickets are not technically tickets (yet). If you manually recover a ticket, it will be treated as a NEW ticket and you'll be able to set the priority of the ticket within the UI and then that will set the SLA policy that is to be applied to the ticket. SLAs should start applying upon recovery :) 

0


Hi Audrey Ann Cipriano
Thanks for your answer, but we have tried doing that so many times already but it never worked. 

0


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

Oh I'm sorry for this, Maribeth! We may need to check on this further for your account. I'll raise a ticket on your behalf and we can continue our conversation from there :) Thanks!

0


I've used the export to try and determine why tickets are suspended.  However, there is no error information on the export.  There is a cause ID column, but I couldn't find a legend (plus they are mostly 0).  How can I find the reason why a ticket has been put in the suspended state?

1


image avatar

Sydney Neubauer

Zendesk Luminary

Universal Audio when I do an export I can see the suspended reason

I noticed it isn't in the order of the columns in the view. Are you able to see it around column D?

-2


Actually, when you auto recover, you can look at the header information of the email and there is greater information why there was a failure, like SPF and DMARC failures.

1


The permissions listed indicate that to see suspended tickets, the agent needs access to all tickets. Does that include access to private groups' tickets?

0


image avatar

Christine

Zendesk Engineering

Hi Matthew,

For all plans below Enterprise, the agent's access must be set to "All tickets" in their User profile.

On Enterprise plans, you do not set agent ticket access in the user's profiles. Agent permissions are determined by the custom role you select for the agent. For agents to have access to the Suspended ticket view, the role must be set to "All, including those in private groups".

0


How do we identify if a client has been blocked by Zendesk? they were originally able to email our support and various teams that utilize zendesk within the org and all of sudden their emails are not coming through to us. Addresses are verified. End User Profile created. Can receive emails. Appears to be able to send as no notification of unable to send your email or your email has been blocked" This is becoming a very regular instance and causing some major issues. 

0


image avatar

Dane

Zendesk Engineering

Hi Shazmin,

This will be a bit tricky to troubleshoot. What you need to do is to ask for the Message-ID of the email that your end-user sent. Check it with your email admin to determine if it was received on your server. If it was not received, they need to coordinate with their own email support. However, if it was received on your end, you will need to verify if it was forwarded to Zendesk. If it was forwarded and you have already followed Customer emails don't show up in Zendesk, please contact our support directly and we'll investigate further.

0


image avatar

Zsa Trias

Zendesk Customer Care

Hello Giuditta, 

This is expected behavior when recovering tickets manually. As mentioned in the note in this article: 

0


Now that the Bulk Delete app is being discontinued because it is now available natively, there should be a search box option to type keywords. Especially when there are several pages of suspended tickets. 

 

Bulk Delete app:

0


Please sign in to leave a comment.