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Search using the Suspended Ticket API

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Stephen Keogh

Posted Apr 10, 2024

Hi,

 

Is there a way to search the suspended ticket API?
 

I am looking to automate recovery from a specific email and the API seems to be the only way to do this. 

 

Here is the scenario:

 

I log tickets in a separate support system that has no integration to Zendesk. I want to get any updates to those tickets logged on the related Zendesk ticket.

 

We have a CC field in the other system so the plan would be to add support+ID123@X.zendesk.com and then any emails should get sent to Zendesk and be logged on the tickets. The issue is any email sent directly to that email gets suspended.

 

So I would like to automate recovery from the other systems email.

 

Any ideas?

 

Thank you

Stephen
 

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5 comments

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    Greg Katechis

    Zendesk Developer Advocacy

    Hi Stephen! There is no way to do this, as any ticket sent from a support address will always be suspended. Please review this article for more information on this topic.

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    Stephen Keogh

    Hi Greg Katechis ,

     

    So to confirm there is no search functionality available on the “api/v2/suspended_tickets/” endpoint? 

    Meaning we cannot find a specific ticket suspended email from the API payload, even though it is listed in the body as ticket_id.

     

    Thank you

    Stephen

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    Greg Katechis

    Zendesk Developer Advocacy

    That's correct Stephen. We don't index these for search until they become tickets...since a suspended ticket (despite the name) isn't actually a ticket, it is not searchable.

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    Carl Bramblett

    Is there a way to search for an unsuspended ticket? I know /api/v2/ticket_audits lists all kinds of events including the "SuspendedTicketRecovery" type, but it'd be nice to be able to search for just formerly suspended tickets.

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    Greg Katechis

    Zendesk Developer Advocacy

    Hi Carl! The audits would be the only way to find this information because there is nothing inherently different about a ticket that was never suspended and a ticket that was suspended. Even though we refer to them as suspended "tickets", they are not actually tickets until they are unsuspended, at which point they just become regular tickets. The audit trail is the only thing that captures this, because an audit trail will show everything that has been done to create that ticket.

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