All incoming emails going to suspended view

3 Comentários

  • Nils Z.

    Hello Mandy,

    I had a similar problem. It was sufficient for us to add the e-mail addresses from which the e-mails are forwarded to the whitelist.
    https://support.zendesk.com/hc/en-us/articles/4408886840986-Using-the-allowlist-and-blocklist-to-control-access-to-Zendesk-Support

    Best Regards
    Nils

    0
  • Mandy Labriola

    Nils Z. thanks for the suggestion.  I just tried adding the customer facing email to the allow list but it still sends the ticket to the suspended view.  The way it forwards in, it shows the email address of the customer as the requester, so I would have to add all customers to the allow list which is not realistic. 

    0
  • Nils Z.

    Hello,

    I understand. In our case, the customer's email address is transmitted as a reply-to address and correctly recognized by Zendesk. The problem for us were our sender addresses, which are always the same.
    Unfortunately, I do not have any further tips on how to stop this behavior from Zendesk.

    I hope someone else in the community has some advice for you.

    Best Regards
    Nils

    0

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