We are seeing an issue where some tickets are getting stuck in 'suspended tickets' .
A number of team members forward inbound messages to our Zendesk support address. They can send around 100-150 tickets a day. Due to the email loop rule some agents are having their email address blocked for an hour at a time and are not always aware of this, meaning the messages are not arriving into Zendesk and not being worked.
Is there a way to disable the 'Detected as email loop' rule for specific agents/users or email addresses?
La publicación no admite más comentarios.