Managing Suspended Tickets in Zendesk
How can I manage suspended tickets in Zendesk?
Managing suspended tickets in Zendesk involves regularly reviewing the suspended tickets queue and configuring your account settings to balance spam prevention with workload. You can use allowlists and blocklists to control which emails are suspended and implement security measures like DMARC, SPF, or DKIM authentication to enhance email security. Regularly reviewing and adjusting these settings can help reduce the number of valid emails being suspended.
More related questions
What are suspended tickets in Zendesk?
Suspended tickets in Zendesk are emails that have been set aside for further review before they can become support tickets. They are not necessarily spam, but they are not yet considered tickets in the system. These emails are collected in a…
Why are emails suspended in Zendesk?
Emails can be suspended in Zendesk for several reasons, including being rated as spam, coming from an unregistered user, or failing DMARC authentication. The most common cause is spam detection, but other factors like sender restrictions or…
What happens to suspended emails if they are not reviewed?
If suspended emails in Zendesk are not reviewed within 14 days, they are automatically deleted. This is to prevent the accumulation of unnecessary data and ensure that the system remains efficient. It's crucial to have a process in place for…
Can I prevent certain emails from being suspended in Zendesk?
Yes, you can prevent certain emails from being suspended in Zendesk by using allowlists and blocklists. By configuring these lists, you can specify which emails should bypass standard suspension rules. Additionally, reviewing patterns in suspended…
Is it possible to hide the Suspended Tickets view in Zendesk?
Currently, the Suspended Tickets view in Zendesk is a default system view and cannot be hidden. While you can manage permissions for other views, the Suspended Tickets view remains visible to agents with access to all tickets. This ensures that…
How does Zendesk determine if an email is spam?
Zendesk uses a spam rating system to determine if an email is spam. If an email is rated as having a 99% or better chance of being spam, it is rejected outright. If the rating is less than 99%, the email is suspended to allow for manual review….
Can I disable the automatic suspension of emails in Zendesk?
Unfortunately, you cannot disable the automatic suspension of emails in Zendesk. The system performs automatic scanning to identify malicious content, and this feature cannot be turned off. However, you can influence the number of suspended emails…
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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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