Netsuite emails always suspended
All emails received from Netsuite are going directly to our Suspended Tickets folder and need to be manually recovered. We have a major customer that sends all emails through Netsuite so multiple times per day we need to scrub that folder for their legitimate emails which include purchase orders, cancellations and other time sensitive communications and replies.
This has to have been asked before, but I cannot find the thread. Would appreciate any suggestions for troubleshooting and/or any settings that we're missing. Yes, they are whitelisted...
We have investigated this issue, with help from Netsuite, and we have determined that we are unable to loosen our suspension policies around Netsuite’s traffic. They are an auto-generator as well as an auto-responder to email traffic, as are we. These two factors prevent us from safely allowing emails from their services to become tickets without arriving in the suspended queue first, even when the email appears to be sent from an individual. Doing so would risk the creation of very dangerous email loops.
We currently have no plans of changing our security policies to allow for Netsuite traffic to be processed without the safety measure of suspensions being in place.
Sorry to hear you're having trouble with suspended tickets!
What is the suspension cause listed for the Netsuite emails? It will be something on this list: https://support.zendesk.com/hc/en-us/articles/115009659807-Causes-for-ticket-suspension
The options for working around suspension reasons vary depending on the suspension cause, so let us know which it is and we'll see what we might be able to recommend to help.
Gail | Customer Advocate Tier 1 | email@example.com
Thanks for your reply.
From that list it's an "Automated response email" but they are not automated, they are from diffrent people within an organization responding to emails sent to them from us through Zendesk. See below screenshot:
We get many of these per day and they include important information pertinent to doing business such as orders, cancellation requests, shipping clarifications...etc.
Currently we just have to man the suspended folder to "recover" these several times per day.
Is there anything that we can do?
My first guess if you're seeing that cause of suspension when the emails are being sent from different people is that there's an issue with the email headers as they are passed through a third party software, in this case it sounds like Netsuite.
If Netsuite's software is inserting something into the emails metadata that labels them as automated, our options from the Zendesk side are unfortunately a little limited. You can double-check what is displaying in the email headers by downloading the original email, I'm including a link with more of a guide here if you haven't worked with email headers before: https://mxtoolbox.com/Public/Content/EmailHeaders/
In order for the tickets to come in unsuspended in Zendesk, the headers on the emails cannot contain any flags for automated emails. It might be possible to redirect the emails by having them forward through a end-user email address, but I know that's not an ideal solution. I would recommend reaching out to the Netsuite team to see if they could adjust the data formatting on their outgoing emails.
any follow up to this? This is rather annoying to Manually recover all Netsuite messages as more and more of our customers are using Netsuite
This is affecting us as well. All emails that are getting suspended are coming from @transactions.na3.netsuite.com.
Is there any back-end white listing option we can enforce by domain?
You can try whitelisting the domain and see if they'll come through. I've had some success using this to allow certain emails in but can't speak for netsuite directly.
Using the whitelist and blacklist to control access to Zendesk Support
ive whitelisted all netsuite domains as well as our customers domains and they all still get flagged as suspended
Netsuite is a special case, as it created a snowball effect of email notifications back and forth in 2015. Which resulted into huge performance issues. Haven't tested is since 2017, but whitelisting the netsuite email addresses won't work.
It's actually one of the reasons Shredder (free) was created. You can recover all netsuite tickets with a single click. Or when you need a fully automated solution you could try Shredder Pro (14 days free trial). For transparency; both apps are created by me.
With kind regards,
This needs to be addressed by Zendesk. More and more companies are using Netsuite.
Fix it please!
We are having the same problem, and it is VERY FRUSTRATING and embarrassing to have to explain this to my CS manager!! We can not ask our customers to change ANYTHING in their Netsuite system. Our CS reps do not have access to the suspended folder because they are not admins, and whitelisting does not work! If Sebastiaan (see above comment) figured out how to resolve this, ZENDESK should provide a workable solution.
This is completely ridiculous and we plan on switching support providers shortly due to lack of support from Zendesk on this issue.
I'm following this thread as this affects us as well. Any improvement here?
We are having the same problem and are looking for a viable solution. Our customers are not willing to modify their NetSuite set up just to accommodate our Zendesk system
Hey Zendesk Support
This is still an issue, our largest customer uses netsuite and sends 20+ emails a day. I've added the netsuite.com domain to the Allow List however that has not helped. Their email domain has multiple variations from one email to the next. e.g. 487155.email.netsuite.com, 566965.email.netsuite.com and so on. Is there anything you can suggest, or do to resolve this?
Our AR team just switched to NetSuite and we're also having this issue. As noted in the other comments from two years ago, whitelisting does nothing. So far, NetSuite hasn't been able to help either.
I agree that they should handle their emails better. They definitely look spammy and it's no surprise to me that they're getting suspended under current rules, but it seems like y'all could update your rules to work better with them.
Well Zendesk? Any update after years of ignoring this problem?
Wow that's the response? LMAO.
Loop detection is easy, your good developers must not actually know about this issue.
Sean Cusick I can understand how this is a challenging problem to solve. Given the popularity of both Zendesk and Netsuite, I would hope this would be a strategic initiative for Zendesk to figure out.