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Suspended ticket digest generates a ticket
Posted Jan 21, 2025
It's great that we can have a digest of suspended tickets sent on different increments of time. But the option to have it generate a ticket in the selected time intervals would be great.
Given that Zendesk automatically blocks tickets that appear to be out of office emails, it would be something that I want my team checking for. Most users that contact us with questions on setting up their OOO message are going to make that the subject.
This became particularly important when MS started failing Dmarc so now our O365 alerts are suspended.
So why a ticket? Accountability. It's not realistic to expect someone to check the suspended tickets view on a regular basis. If a ticket is created, a tech will have to address it and note action taken.
Right now, I'm achieving this by having the digest sent to me and using an MS forwarding rule to send it to the Help Desk for ticket creation.
Thanks for your consideration.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Sanchez, Santiago
Thanks, Shawna. To add on to this, it's not just OOOs and MS O365 tickets getting held. Since our MSP also uses a ticket system, we have them blocked. So we are missing important emails from them. Also, the recommendation to make a rule is now getting flagged as “Detected an email group”. I've spent a little more time than I should have to on something that seems pretty logical.
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