Impact of Recovering Tickets on Future Suspensions
Does recovering a ticket affect its future suspension status in Zendesk?
Yes, recovering a ticket from the suspended queue in Zendesk helps the system recognize the email as safe, reducing the likelihood of future suspensions.
The system increases the score of the recovered email, which helps prevent it from being suspended again in the future.
More related questions
How can I view suspended tickets in Zendesk?
To view suspended tickets in Zendesk, you need the appropriate permissions. Suspended tickets appear in a system-generated view called 'Suspended tickets'. If you have the necessary permissions, you can access this view to manage suspended tickets,…
What are the steps to recover or delete suspended tickets in Zendesk?
Recovering or deleting suspended tickets in Zendesk can be done either individually or in bulk. To recover or delete tickets, go to the 'Suspended tickets' view, select the tickets, and choose 'Recover' or 'Delete'. Recovered tickets are unassigned…
Can I export suspended tickets for analysis in Zendesk?
Yes, you can export suspended tickets to a CSV file for further analysis. This feature allows you to sort, filter, and view all your suspended tickets using spreadsheet software. The exported list includes additional data columns not visible in the…
What happens when a light agent recovers a suspended comment with CCs in Zendesk?
When a light agent recovers a suspended comment with CCs, the behavior is slightly different. CCs from the last end-user email reply will not be added to the ticket. This is because light agents cannot add or remove CCs from tickets. If your…
Can deleted suspended tickets be recovered in Zendesk?
No, once a suspended ticket is deleted in Zendesk, it cannot be recovered. Deleted tickets are permanently removed from the system. It's important to carefully review suspended tickets before deciding to delete them, as this action is irreversible.
How can I identify the reason for a ticket's suspension in Zendesk?
To identify why a ticket was suspended in Zendesk, you can export the suspended ticket list to a CSV file. This export includes a 'Cause ID' column that can be cross-referenced with the suspension cause reference. Additionally, when you…
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