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All incoming emails going to suspended view
Posted Sep 23, 2022
We have been using Zendesk since 2013 with about 20 different product emails forwarding to the our support@zendesk email. It was working like a dream until mid August 2022 when all incoming email suddenly got pushed to the Suspended View. I escalated to Support several times and each time they came back saying that it has to do with the auto-submitted email headers, which microsoft puts in on the server side when it does the forward. Has anyone else experienced this? and have you figured out how to get email back to the unassigned view? Zendesk is taking no ownership and suggested a third party app instead..it makes no sense to me or my email administrator. Any suggestions?
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Nils Z.
Hello Mandy,
I had a similar problem. It was sufficient for us to add the e-mail addresses from which the e-mails are forwarded to the whitelist.
https://support.zendesk.com/hc/en-us/articles/4408886840986-Using-the-allowlist-and-blocklist-to-control-access-to-Zendesk-Support
Best Regards
Nils
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Mandy Labriola
Nils Z. thanks for the suggestion. I just tried adding the customer facing email to the allow list but it still sends the ticket to the suspended view. The way it forwards in, it shows the email address of the customer as the requester, so I would have to add all customers to the allow list which is not realistic.
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Nils Z.
Hello,
I understand. In our case, the customer's email address is transmitted as a reply-to address and correctly recognized by Zendesk. The problem for us were our sender addresses, which are always the same.
Unfortunately, I do not have any further tips on how to stop this behavior from Zendesk.
I hope someone else in the community has some advice for you.
Best Regards
Nils
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