Auto Processing Rules for Suspended Tickets

I'm voting for this, Zendesk has started flagging obviously legitimate support tickets without any rule support for recovering tickets. Add rule support for conditionally recovering Suspended tickets.

any updates on this?

+1

Zendesk is clearly for power users, so this point of over-management really baffles me.

Hi Lee, 

I'm not sure what you mean, could you clarify? 

Zendesk provides the ability to manage tickets, etc., to a high level of granularity, and yet this suspension function operates on its own and admins have only an indirect ability to control it via white/black lists.

We're stuck going through the suspended ticket view a few times a day to manually pick out false positives, with zero option to handle anything via Zendesk triggers like we would normally be able to do with regular inbound tickets.

So it baffles me why Zendesk is so powerful and yet forces this weird 'hand holding' suspender on admins with no options for controlling it or opting out.

I'm with Lee's exact sentiments, please extend a level of granular control over suspended tickets to match the experience found in the rest of the Zendesk Agent platform.

There should be some options to automatically process suspended tickets based on "cause of suspension". 

eg. Automated response emails could be deleted

eg. Received from support address could have a different requester assigned

eg. detected in email loop could be deleted 

and so on..

Almost celebrating 2 years on this topic... :(

Hi there,

The original thread, posted close to two years ago, mentioned that there are some apps in the marketplace which address this issue. Even though the specific apps were not mentioned, I would like to mention a particular app here.

The free version of this app (Shredder) allows you to create business rules to deal with the suspended tickets. The paid version (Shredder Pro) allows you to fully automate this process as well as the automatic processing of emails which are received from a support address. 

The good thing about these apps is that they run directly in your Zendesk, there are no external servers which process your data.

Have added shredder pro and it does what we need it to. Shame it adds $50 NZD to our monthly billing for Zendesk. 

For the record, Shredder is available in a free version which at least seems to let you recover and tag messages for further processing. Testing now.

If any Zendeskers are reading this, a 3rd party app should not be considered as a 'fix' since it can disappear/break/start costing $$ without notice at any time. So this is a band-aide at best!

Thanks!

Testing of 'Shredder' reveals that automatic processing is a 'Pro' feature -- so $50 a month to press a button. So functionality is basically no better than using the Suspended view already in Zendesk.

Any update ZenDesk? Recovering 20 emails a day, and this directly affects our levels of customer support. I have a 1 hour turnaround, except for these suspended tickets and I find it unacceptable. 

Also curious about this.

Our agency processes a lot of requests from automated mailing lists. In one of our scenarios - a single submission from a list generates three tickets (to different teams for different tasks).

If we have more than 10 submissions come in within five minutes, we get 30 tickets generated - half of them are sent to suspended, and the other half appear to be outright deleted as spam, despite the address being whitelisted in our Zendesk environment.

It seems like a pretty basic need, I'm surprised there is nothing built into Zendesk for this and we'd have to resort to a third-party app.

What's even worse, is that the suspended tickets pattern matching is pretty terrible, with *no* way to adjust it, even for the benign "system user" detection. For example, if someone forwards or replies to a standard email Non-Delivery-Receipt (NDR), the subject will be prepended with "FW:" or "RE:" as usual, but there's no way to tell Zendesk these are legitimate emails NOT from a system user, even though it's obvious the email isn't from a system user, because the FROM: and SENDER: fields are not a generic account like noreply@ or postmaster@. Instead, Zendesk appears to just look for the words "Non delivery" in the subject line, and suspends the ticket.

Thus, for anyone who is using Zendesk as a helpdesk, none of your users can forward any broken emails or system-generated emails into Zendesk without them being captured by the suspended tickets.

On top of this travesty, the "digest" emails for Suspended tickets don't actually have the subject of the suspended ticket in the subject line, so you have to dig through these.

Every spam filtering system I've ever used (and as a sysadmin I've used a lot) has at at least basic options to whitelist email addresses, domains, or subject lines, yet the Suspended tickets has none of this.

Finally, all of this would be superfluous with a simple change to simply disable notification emails being emitted for any tickets marked as suspended, but leaving them available as normal tickets in the normal zendesk views. This would allow people to customize their zendesk views to filter out "suspended" tickets from their views if they want, or allow them to see the suspended tickets in their views (so they don't miss them), but would avoid any ticket loops by having the email notifications disabled for the suspended tickets until they are unsuspended.

Hello Zendesk Team,

Is there any update to this request? I've checked ShredderPro in the marketplace, but to me, this feature request should not have to come from a 3rd-party service.

We would appreciate any updates that you can provide.

Very disappointed to see that ZenDesk has yet to give us control over the Supended tickets. Shredder Pro has stopped working for crutial emails that our team needs to process.

We should not have to rely on a 3rd party application to automatically recover suspended tickets.

It has been an issue since 2017...it is now late 2022 and we are still dealing with this.

We'd like to share our support to better manage which incoming emails are flagged for suspension (blacklisted), vs which incoming emails are approved to generate new tickets (whitelisted). We have some internal systems integrated with ZenDesk. We do want to allow our internal systems to send emails to ZenDesk to generate new tickets, but we need the ability to suspend some incoming emails using keywords in subject/description from the same internal system to avoid creating duplicate tickets. 

Currently ZenDesk only allows to block an incoming email domain, which would block all incoming emails. This is an all or nothing approach. This makes its practically impossible when attempting to integrate systems through email communication; especially when the other system doesnt offer an API solution. 

ZenDesk enabling the ability to manage the blacklist/whitelist suspension rules using keywords would open the possibilities of further integrating thirdparty solutions and creating automation.

This should also be considered for inflammatory language when the spam filter misses content

Hi all, thanks for providing the feedback here around improvements to Suspended Tickets and creating auto processing rules for them.  Although we don't have this on our roadmap at the moment, we'll continue to monitor this thread and feedback so please continue to share or upvote this thread.  Thank you!

This is so annoying and such a basic feature missing in an otherwise quite pricy product 

Coming up on seven years that this request has been open. Again, seems a fairly basic feature.

Any news on this… Is it possible to make a rule, that look at the mail adress, and not suspend the tickets??

Any updates on this becoming an enhancement?

This really needs to be reviewed for roadmap consideration. 

We receive numerous replies to customer order emails (made via NetSuite) that get auto-suspended. Zendesk itself confirmed they completely blacklist NS. So we have zero ability to whitelist NetSuite email replies.

This creates an extremely manual and time-consuming process, especially when paired with our own Auto-Triage. We have to recover each ticket ‘automatically’ so we don't lose images and other data, then hunt it down because our other automated processes can't be bypassed nor can I create a new automation based on recovered suspended tickets.