IT

We were recently told by Zendesk support that messages from no-reply email addresses will automatically suspended in Zendesk:

"The system will automatically suspend user, suspend tickets that have "No-reply" on it.
Most no-reply addresses are not intended to be responded to, and emails to these accounts are frequently not checked. You may want to verify that your responses to these addresses are reaching your customers.

https://support.zendesk.com/hc/en-us/articles/4408828416282

Right now the system will still automatically suspend the user even when you whitelist this since most of the time it will cost problems since technically it shouldn't be receiving any emails."

This is potentially problematic in a couple of ways:

1. One of our support email addresses may receive messages from services signed up with the same address, and their systems send emails from no-reply@domain.com notifying us of service interruptions, or providing MFA OTPs via email message.
2. Some customer's third party invoicing systems may be sending attachments along to one of our support email addresses from a no-reply address. 

At this time it seems there is not a ticket created or visible from suspended tickets, and no user is created either. So troubleshooting is difficult as there is no sign of a ticket coming in at all, let alone it being suspended automatically.

If the issue could be with an auto-reply loop, perhaps Zendesk could allow ticket and user creation from no-reply addresses, but not send automatic replies to that address that might say that the request was received.