Suspended Tickets View Improvements


  • Allen Hancock

    When we are reviewing suspended tickets, we often need to see the raw eml message before we can determine to release a message or not.

    Zendesk's support team is always fast with a reply & a copy of the raw eml. It would be great, however, if we could get the raw message from the suspended ticket list, even without opening a ticket.

    PS The raw eml is available when suspended tickets are recovered automatically, but not if recovered manually.. good to have, but if the message was spam afterall, it's too late at this point.


    This is going to be much more important for anyone enabling Zendesk's DMARC


  • David Woods

    Being able to search the Suspended Tickets view is a crazy important one for us. 

    Occasionally some emails get flagged and we're currently sifting through 1000s of tickets trying to find them

  • DB Franchising USA, LLC

    There needs to be a way for agents to see suspended tickets received at their team's support address. If 'ALL', and only All, for the privilege "which tickets can this agent have access to", is enabled, I can see the suspended tickets view. If I flip that to any other option, the suspended ticket view goes away. I can't allow the agents in this position to see All Tickets because sometimes tickets have very sensitive material in them and I can't allow them the ability to search and find those. Specifically sensitive HR-related tickets. I understand why that privilege takes away the view but that is FAR too rigid - agents should be able to see spam received at their support address, recover spam, and mark spam. If it's received at the brand support address, why can't you allow agents to only see suspended tickets that came to their support address? That seems really logical to me. But if I instead flip this privilege to allow them to only see tickets in their group (which is what I want), the suspended tickets view goes away for them and that now means that I, the administrator, an IT project manager, has to go in and monitor that view constantly. This is a terrible situation for both me and the manager. I don't want to waste my time doing something so petty, I have a million other responsibilities to manage. I want the manager to be autonomous and do that on their own. There should be a stand-alone privilege for accessing the suspended tickets view for tickets received at each team's associated support address. Additionally, if I flip that form ALL to any other options, agents cannot mark tickets as spam themselves!! How ridiculous that they cannot at least mark a ticket as spam. I need this as a stand-alone privilege to view, recover, and market suspended tickets. 

  • Dan Cooper

    If I remember correctly, we used to be able to see the raw email in the past, but that seems to have disappeared.  I would love to see that come back too and I've found myself contacting Zendesk support with questions that I feel like I should be able to answer on my own - but have no option to do so (the Suspended Tickets API isn't detailed enough either).

  • Heather Rommel
    Community Moderator

    I upvoted this one as well. Seems like Suspended tickets and audit logs need some more beef IMO

  • Nathan Purcell

    Was anything done on this? I think there's yet more improvements that can be suggested - filtering by brand being an obvious one. 


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