Viewing, recovering, and deleting suspended tickets

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14 Comments

  • Kylie Jutte

    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?

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  • Juraj Jarmek

    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.

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  • 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!

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  • Melissa Lindsey

    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.

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  • 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.
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  • Andrew Thomas

    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

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  • Vince Pineda

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

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  • Dane
    Zendesk Engineering

    Vince Pineda,

    Deleted suspended tickets cannot be recovered. 

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  • 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
  • Stephen Austin

    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?

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  • 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,
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  • Jen Cobb

    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. 

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  • 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.
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  • Cristian Iglesias

    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

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