Viewing, recovering, and deleting suspended tickets

Return to top

28 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?

    0
  • 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.

    0
  • 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
  • Melissa Lucore

    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
  • 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
  • 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

    0
  • Vince Pineda

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

    0
  • Dane
    Zendesk Engineering

    Vince Pineda,

    Deleted suspended tickets cannot be recovered. 

    0
  • 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?

    0
  • 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
  • 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. 

    0
  • Christine Felicia
    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.
    -1
  • 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
  • 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
  • Luke Aleo

    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
  • Christine Felicia
    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.
    -1
  • Maribeth Toleco

    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
  • 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 :) 

    -1
  • Maribeth Toleco

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

    0
  • 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!

    -1
  • Jonathan Collins

    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
  • Sydney Neubauer

    Jonathan Collins 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?

    -1
  • Jonathan Collins

    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
  • mfg

    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
  • Christine Felicia
    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
  • Sadhwani

    Kanhaiya Lal sons kanha collection in Christin Felicia all inginiour post selected
    Kanhaiya Lal sadhwani

    0
  • Shazmin Dadani

    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

Please sign in to leave a comment.

Powered by Zendesk