Why Custom Ticket Form Tickets Are Suspended
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 connect your custom ticket form to Zendesk Support using the API instead of email. This approach avoids the hard-coded system rules that lead to suspension. For more details, you can refer to the article on building a custom ticket form with the Zendesk API.
More related questions
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…
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…
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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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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