image for site

Allowlist Doesn't Stop Ticket Suspension in Zendesk

Learn why allowlisting doesn't prevent ticket suspension and how to fix it using the API.

What should I do if adding an email to the allowlist doesn't stop ticket suspension?

If adding the sending email address to your allowlist doesn't stop ticket suspension, it's because Zendesk suspends emails from support addresses by default. This is to prevent mail loops. The recommended solution is to connect your custom ticket form to Zendesk Support using the API. This method bypasses the email system and avoids the suspension issue. For more information, see the article on building a custom ticket form with the Zendesk API.


More related questions

Why are tickets from my custom ticket form being suspended in Zendesk?

Tickets from a custom ticket form are suspended because they are sent through your support email address. Zendesk automatically suspends emails from addresses set up as support addresses to prevent mail loops. To resolve this, it's recommended to…

How can I prevent my custom ticket form tickets from being suspended?

To prevent your custom ticket form tickets from being suspended, you should connect the form to Zendesk Support using the API instead of an email address. Using an email address as a support address leads to automatic suspension due to Zendesk's…

Why is using an email address for custom ticket forms not recommended in Zendesk?

Using an email address for custom ticket forms in Zendesk is not recommended because it leads to ticket suspension. Zendesk's system rules automatically suspend emails from addresses set up as support addresses to prevent mail loops. Instead, it's…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites