Tickets suspended even if not spam

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6 Comentários

  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Sometimes it's simply volume and even adding them to the Allow list will still suspend some tickets, for example, if they're emailing you 200 times a day or something.

    I have used the Shredder app and it works miracles for this kind of stuff! Maybe it would work for you?

    1
  • Gerardo

    Hi Heater,

    thank you for the hint, the app was really helpful to have a better overview and recover tickets with the right formatting. 

    I actually found a work around, I did create an organization and end urser accounts for the emails that were not recognized. This made Zendesk accept those emails, and they did not go to the suspended view anymore. 

    1
  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Gerardo,

    Thanks for circling back and sharing your additional pointer!

    1
  • Chris Wisialowski

    If our organization doesn't use the organizations functionality within Zendesk. is there a way that doesn't involve 3rd part apps to prevent this from happening? 

    This seems to happen if another support team uses their ticket system to send us a request. 

    Any insight so that we can stop this would be much appreciated. 

    Thank you, 

    0
  • Russell Chee
    Zendesk Customer Care
    Hey Chris,
     
    Thanks for reaching out to us at Zendesk, I hope you are well! 
     
    I just wanted to let you know that I'll be creating a support ticket out of your post so we can take a further look into this together. Keep an eye out for my email, it should be coming soon to you. Speak soon! 
    1
  • Chris Wisialowski

    Thank you!

    0

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