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What does the cause of suspension message “Received from support address” mean?



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Dwight Bussman

Zendesk Customer Care

Edited Jul 11, 2024


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It looks like my support addresses may be getting added as a CC on all tickets.  How do I stop this?  I don't see any rules that do this?

Also, why is there no option for me to put in a support ticket with Zendesk?  

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Dwight Bussman

Zendesk Customer Care

Hi Todd Eldridge - here are the instructions to contact our support team if you need help with something.

In order to prevent that support address from getting CC'd, you'll want to be sure you've set it up as an external support address as documented here: https://support.zendesk.com/hc/en-us/articles/4408842868506#topic_glt_l3w_jw

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Zendesk was working great until, for no known reason, it started suspending important tickets. We just realized this happened as of June 22nd (it is July 6th today, so over two weeks) and as a result have lost sales due to no follow through on our end. We didn't know the tickets had been suspended. And why is there no personal support in circumstances such as these?

Colleen Thompson

colleen@essenceofthyme.com

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