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Viewing, recovering, and deleting suspended tickets



Edited Jun 21, 2024


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39 comments

Hi, is there a way to adjust the rules of what tickets get suspended? We have a legitimate tickets getting suspended with cause "Detected email as being from a system user". The tickets are coming from a noreply email address which I suspect is the issue, but we do need to receive these tickets.

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Noly Maron Unson

Zendesk Customer Care

Hi Chris,

"Detected email as being from a system user" means that they are generated by a mail server and are suspended because it is assumed that they are not intended to be support requests. There is no option to adjust these suspension rules.

As Zendesk is not an email system, to avoid SPAM and abuse in the system, programmatic creation can only be done by API or Framework. So you can create those tickets via API, instead of the no-reply account as a workaround. The other way will be to unsuspend those tickets manually.

Hope this helps.

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Thomas D'Hoe

Community Moderator

Tickets are automatically deleted after 14 days in the suspended queue. Does this mean that they go to the delete cue and are there for another 30 days? Or is this immediately a permanent deletion? 

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Gabriel Manlapig

Zendesk Customer Care

Hi Thomas,
 
It will be permanently deleted. Since technically, suspended tickets are no tickets, the deleted tickets is only for tickets that were deleted manually.
 
I hope that helps. Thank you!
 

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How to set the “suspended - Received from support address” tickets to auto recover?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi RT-Kira 

Unfortunately, there is no way to recover suspended tickets automatically. This is a system rule that you cannot get around.  

 

If you feel strongly that you should be able to start tickets using one of your support addresses you can make a product feature request in our community forum.  We recommend you create a product feedback post about it her . You might also find this article on giving product feedback helpful . Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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When suspended tickets are recovered, do they get hit with the triggers in place once release? We are noticing that when we release suspended tickets, they sit in their main queue rather than being hit with the trigger that is specifying to move it to the appropriate queue .. Is that something we can adjust? 

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Please, please, please….let us search for tickets in the suspended queue. Going one page at a time is PAINFUL, especially because you're sent back to page one when you recover a ticket. 

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Feature request. We would like the ability to sort suspended tickets by the email address to which they were sent, the title, and the sender.  We have a lot of groups that have incoming emails that are caught regularly and I would like to empower the leadership in these teams to be able to recover their own suspended tickets. This would be made easier if they could sort by the address they were sent to. We also get system-generated emails from our customers that get caught up in the suspended ticket folder. Allowing us to sort through the multiple pages of suspended tickets to pick those out quickly would be much appreciated. 

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