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…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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