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What is the maximum number of tickets that an End-User can submit per Hour?
Posted Sep 16, 2024
Hello,
We are currently facing an issue where our client is passing us extra volume from another source, by sending individual emails to our Zendesk account, for each ticket they need help with.
Unfortunately, every time they send more than 20 tickets at the same time, we only receive the first 20.
We would like to know the exact limit of tickets created by an end-user per period of time, so that we can set up our automations to respect that, and also if it will be possible to increase this limit or whitelist certain end-users accounts to have higher limits or no limits at all.
Thanks for the help.
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Gabriel Manlapig
As mentioned in this article, when you receive more than 20 emails from the same user in the same hour, Zendesk will automatically suspend those emails. If you get over 40, then we outright reject those emails.
A core principle for Zendesk and the email channel is that it's designed for end-users to send email communication. Meaning, an email is supposed to be a channel for actual people to send emails, not just to receive system-generated or no-reply messages. Creating tickets via API will circumvent the 20 emails per hour limit, since API is the only channel where bulk ticket creation is supported.
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