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Lots of customer emails in spam suddenly

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Publication le 29 mars 2021

I was wondering why the ticket number was so low in the last few weeks. Then I learned why.

Most of the tickets were marked spam.

I recovered most of them. But now I'm wondering:

  1. what can I do to prevent this from happening in the future?
  2. how many tickets have I lost? Do they delete themselves after some time? (if yes, are they recoverable?)

Thank you in advance for your help.


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Kharlo Reboja

Zendesk Customer Care

Hello Edin,

Hope all is well. Let me help address your questions.

  1. Only real prevention tactics is to figure out why they were suspended in the first place. I suggest taking a look at this doc to see the causes for suspension and ways to prevent them.

https://support.zendesk.com/hc/en-us/articles/115009659807-Causes-for-ticket-suspension

  1. All unrecovered suspended tickets are automatically deleted after 14 days.

https://support.zendesk.com/hc/en-us/articles/203691046-Viewing-recovering-and-deleting-suspended-tickets

 

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