Question
Why are my tickets being suspended with the Cause of suspension listed as Received from support address?
Answer
One of the causes for an email to be suspended is that the email was received from a support address and is causing a mail loop. Confirm that your Cause of suspension is Received from support address in two places in your account:
- The Suspended Tickets view in the column Cause of suspension
-
Within the individual suspended ticket
Common problems from this suspension type
This issue can cause problems in your account. See the examples below:
- Your account may have a forwarding rule in place that automatically forwards emails from support@company.com to support@company.zendesk.com.
- As messages get forwarded, they will have support@company.com in either the TO or CC field of the email.
- When an email arrives from support@company.com, it will create a ticket, either with support@company.com as the requester or in the CC field.
- Whenever that ticket generates a notification to that support@company.com user, the notification is sent out by Zendesk, but then is immediately forwarded back in by the forwarding rule.
- An email was manually sent or forwarded from the support address inbox to support@company.zendesk.com.
How to avoid these suspended tickets
The most common cause of this issue is that an external email address forwards emails to your account, but the email was received from one of your listed support addresses and is causing a mail loop. You will need to change the from: and reply-to: addresses on the email show the actual requester's email address.
For more information, see the article: Understanding and managing suspended tickets and spam
3 comments
Todd Eldridge
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
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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Colleen Thompson
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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