Suspended tickets

Hey @vipul, 

It means that the tickets are being sent from the address that is added as a support address in your Email channels. In simple words, you should never send emails FROM support@domainname.zendesk.com, but ONLY TO it. In order to solve the issue, you need to change the sending address to another one (one not added as a support address in your ZD). 

BTW See more details about the reasons here https://support.zendesk.com/hc/en-us/articles/4408828416282-Causes-for-ticket-suspension

Thanks Andrei.

We have an email account bills@domainname.com, we are forwarding emails to zendesk support@domainname.zendesk.com that are coming to that email account and ticket created in zendesk.

when a client directly email to support@domainname.zendesk.com and put bills@domainname.com in Cc, ticket created with Ccs bills@domainname.com. Now when we reply through zendesk, email goes to client and cc. Now here the loops started and ticket goes to suspended bucket.

How to resolve this?

we also want email forwarder that come to bills@domainname.com, that creates ticket in zendesk. but not if that account cc in replies.

We have the same problem, if our support address is in CC, we are getting tons of suspended emails.

This only started recently, before we didnt have any problem

 There's another thread about this here too: https://support.zendesk.com/hc/en-us/community/posts/4408868663194-Replies-from-certain-inbound-email-get-stuck-in-suspended-tickets-

Yeah... Definitely looks like an edge case that should be addressed by ZD Support and Product teams. 😅