Option to disable suspended tickets

33 Comments

  • Clas Olsson

    Very good point. We've got the same issue when you received around 100-200 orders suddenly tickets become suspended and that's for a white listed source address. 

    7
  • Lindsay Recknell

    We could also use a way to disable suspended tickets.

    5
  • DeAndrea

    Has this been resolved? Is there a way to do this - we have the exact same issue as listed above. 

    4
  • Stein

    I would also love to know if there is any further information on this?

    4
  • Nicole - Community Manager

    Hi DeAndrea and Stein - 

    There is no further information on this; with only 4 votes and comments, this thread has not risen on the priority list for product as of yet. 

    -1
  • Stephen Belleau

    @Nicole The problem with looking at votes is it could be four different users who have commented than those who voted. So that could be 8 customers who want this. I often see threads with multiple comments and 0 votes.

    This is also why I'll continue to both vote AND add my +1 to a thread. The feedback community would benefit from some improvements like how the salesforce ideaExchange works: https://success.salesforce.com/ideaSearch Each upvote translates to points, and then posts that reach a certain threshold are guaranteed to be reviewed by product. It's a great way to incentivize customers to weigh in.

    Sorry for sidetracking.

    4
  • Vladan Jovic

    Huh, my client has the same problem, regular emails go to suspended as:

    Detected email as being from a system user 

    which doesn't make sense at all.

    :/

    3
  • Nicole - Community Manager

    Thank you for that feedback, Bilal. 

    0
  • Joel Hansen

    We need this as well.

    In fact, we need it so urgently we can't wait for you guys to provide the feature.

    We have asked our developers to come up with a solution via API to automatically recover any suspended tickets.

    4
  • Pete Slonka

    We are a company of over 200 and have 4 support agents. 100% of the emails in the zendesk suspended emails have been false positives and go unnoticed for some time. It's a real pain. The algorithm you use does is not good. Can zendesk PLEASE add an option to disable the suspended tickets option? Please listen to your customers.

    Thanks.

    5
  • Michael H

    @Vladan: That one (Detected email as being from a system user) is pretty easy.

    Look at the address the message is From. Is that from address configured as one of the email addresses ZD will send or receive messages on? (See https://support.zendesk.com/hc/en-us/articles/203663336)

    If the answer to that question is yes, then that is why a ticket is suspended.

    @Everyone else: Why are you tickets being suspended? None of the discussion is giving any insight into the why behind your experience, which in turn makes it hard for ZD to understand what’s causing your issues, and for fellow users to help provide any input that could help you prevent these issues.

    2
  • Clas Olsson

    @Michael Harris

    A few of us did. Mostly, the main issue is related to the system which suspends a ticket from a whitelisted address which sounds a bit... Thus, if they cannot fix a real whitelist-system like other brands of ticket solutions do, the simple route is to add an option to disable suspended ticket-function completely.

     

    6
  • Tim Dunn

    14 upvotes on this issue now.  What is the number of votes needed to get complaints acted upon?

    4
  • D Leshchinskiy

    @Michael Harris we actually do not know why but would like to deactivate this feature. I guess it is our right

    4
  • Pete Slonka

    I just found another dozen "suspended" tickets that weren't spam. They were there for close to 24 hours before being noticed. Had to apologize to the end users for the delay. Embarrassing. What is the delay with zendesk to make this simple change??!!

    3
  • Hugues

    Yeap, same thing here. Would like to have a little check box to disable that "feature".

    5
  • Thor

    Very strange decision to have a feature like this and not have the ability to just turn it off....who was the person that made that decision? They ever work on CRMs before?

    5
  • Marjolijn McCabe

    Same issue here. We have a contact form on our website and the responses are sent to Zendesk. The email address cannot be registered with us (yet), as the email address from the person who used the form will be noted as 'requester'. So cannot add the user yet. I would like to mark the Subject Text as 'safe'. 

    2
  • James G

    I truly hesitate to even post this because it sounds like Zendesk doesn't even know that this is possible and from the HUNDREDS to THOUSANDS of posts/replies regarding suspended tickets and how horrible this functionality is, they don't care and dare I say they even WANT our lives to be miserable.  That's the only thing that makes sense to me. 

    Especially with the Shredder app mysteriously gone from the marketplace now (I guess I'm a bit of a conspiracy theorist).

    Anyways, the way around this is to put a wildcard (*) in the whitelist box in your instance.  So Admin>Customers>Whitelist>*.  Screenshot here:

     

    I hate to think of my agents dealing with the spam emails that will be coming through now, but it is worth risking  rather than having a resource like Zendesk that can't even serve it's true purpose to serve customers because there is no option to automate ticket suspension behavior.

    I feel like a simple fix to this would be to add an action in the triggers module called "Mark Spam" with the options of being "Junk" and "Exclude".  That way you could create a trigger for companies like us that have hundreds of tickets with the subject "Contact Us Form" since they come from our website to be excluded from suspended tickets and email loops and true spam could continue on being suspended.

    There's my rant.  Good luck on this while it lasts until Zendesk creates a "bug fix" for it.

    3
  • Nicole - Community Manager

    Hi James -

    Thanks for sharing your solution. For those wishing to avoid desired emails from being suspended, we recommend the workflow you outlined above of whitelisting the sender. We do, however, include the disclaimer that whitelisting doesn’t prevent all suspensions. So no, this isn't a "bug" that we will be "fixing," this is by design and is the expected functionality.

    Regarding the Shredder app, it was removed from the marketplace because it was built on v1 of the Apps Framework and we released v2. We announced in October that apps built on that framework would no longer be receiving updates and would begin to be removed from the marketplace in 2019. The news that you will hopefully be happy to hear is that the developer has indicated to us that they are working on a new version of the app built on the v2 framework. Once they complete that and submit it to us, it will again be available in the marketplace.

    As far as the hard-coded rules around suspended tickets go, they were put in place very intentionally, and are required in order to maintain system stability. For example, were a user to mis-manage things and allow automated emails to get into a loop, it could create a situation which could generate thousands upon thousands of tickets and notifications and bring down the system for thousands of users, in addition to being a huge mess for said user to clean up.

    So no, those rules are not in place to make your life miserable, much to the contrary, they're there because we care deeply about our users' system stability and they're to protect you from someone else mismanaging things and crashing the system for you. We have heard and read through everyones' complaints about suspended ticket rules, and recognize their legitimacy. However, we continue to find that system stability is a higher priority for the majority of users.

    Finally, as a reminder to everyone here, please do your best to maintain a civil tone and follow the Zendesk Community Guidelines wherever you share your thoughts and feelings across the Zendesk Help Centers. While we realize that things sometimes get frustrating and that you need to let us know what's not working for you, we will maintain a respectful and professional level of conversation in the Zendesk Communities.

    -2
  • Clas Olsson

    Hi Nicole!

    I don't know about the rest of us replying to this ticket but speaking for ourselves being a typical IT company, paying for Enterprise licenses yet having major difficulties using Zendesk due to our orders being suspended or typical Google domains being marked as spam. It ended up with that we had to assign members of our staff going through the suspended inbox in every SLA cycle (it's almost always the same companies that got suspended tickets).

    Now, I know that it's not intended from your side to cause these issues and I see your key points yet what we're asking for isn't a completely open system nor do we want to create loops and bring down your pods but a whitelist that in fact is a whitelist. And yes, that's why we find it to be a bug - not a by design flaw - as most of us need to whitelist a few addresses which we find important due to various reasons.

    BR
    C

    3
  • Matt McLean

    Just adding my +1 to this post.


    Suspending emails, due to being "automated", "spam", "out-of-office" is a sensible default option, but it should still be an option. After all, many ZD customers probably use an email provider that does its own filtering, and maybe even a separate email gateway on top of that.

    I would especially like to see better handling of email bounces and auto-replies. An agent who doesn't check the Suspended Tickets view would have no idea that the End User Requester's email address is no longer valid, or that they are on vacation, because those types of replies don't get added to the original ticket.

    If we aren't going to get an option to disable Suspended Tickets entirely so that we can "drink from the firehouse", it would make sense in my opinion for it to be a "Suspended Emails" view, with the ability to route emails to an existing ticket as a reply OR a new ticket.

    3
  • Nicole - Community Manager

    Thank you for adding your use-cases, Matt and Clas!

    -2
  • Thomas Bumgardner

    While this isn't in alignment with best practices, having sales related emails come to a "Support" address, it is a common practice for your smaller businesses where best practices do not fit for them.

     

    You can add me to the list of those who now has a client with this issue. They are being forced to utilize their email inbox as well as Zendesk now, which is obviously not at all ideal

     

    +1 for Feature Request:  Allow the disabling of ticket suspension if requester is support email address.

    3
  • Will D

    same here. we have a client where everything they send or reply to from Jira ends up suspended as Automated responses when it 100% is not automated in any way.

    3
  • Will D

    +1 feature request

    3
  • Thomas Bumgardner

    Remember to upvote the OP

    3
  • Matt McLean

    Just had another email REPLY (not a new ticket) get put into the "Suspended tickets" view, due to the subject line of the ticket having the words "Auto Response", which is what the original inquiry was about (submitted via help center).

    There is still no way to fix this - we just have to continue to keep an eye on the Suspended tickets view, I guess.

    3
  • Nicole - Community Manager

    @Everyone -

    That sounds like a good question to ask on Reddit or another community not owned by Zendesk. Thanks!

    -2
  • Thomas Bumgardner

    So, there is some limited capability to allow some emails through by whitelisting. Check it out

    2

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