Viewing, recovering, and deleting suspended tickets

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  • Chris Duncan

    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.

  • 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.

  • 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? 

  • 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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