Question

I added my customer's email address to the allowlist, but their emails still route to my Suspended tickets view. How do I make sure the valid tickets that should be accepted do not end up in the Suspended tickets view?

Answer

If users were manually suspended or had their tickets marked as spam in the past, adding them to an allowlist may not be sufficient for Zendesk to accept their tickets again. If emails are still suspended even after allow-listing the address of the end user, check their profile to see if they were flagged as a suspended user. If the user was suspended, you will see the message This user has been suspended.

this user is suspended message in user profile

To unsuspend a user

Navigate to the profile page of the user.
Click the Ticket options menu in the upper right, then select Unsuspend access.

ticket options drop down field in the user profile with unsuspend access selected