Plan requirement
| Subscription | Any plan |
| Access | Agent |
Suspended tickets never reach your queue. Knowing the reasons explains why a real customer occasionally ends up there.
What suspension is
Zendesk holds some incoming mail in a separate list rather than turning it into a ticket. Nothing is deleted; it waits there for someone to look, and is removed after a period if nobody does.
The usual reasons
- Detected as spam. The largest category by far.
- Automated mail. Out-of-office replies, delivery failures, no-reply addresses. Suspended deliberately, to stop mail loops.
- Sender is on your blocklist.
- Sender is unknown and your account only accepts mail from known users.
- Sent to an address that is not yours, such as a CC on somebody else's thread.
- Failed authentication. Mail claiming to be from a domain whose records say otherwise.
Why real customers land there
Most often the fourth or the sixth. A customer writing from a new address, on an account that only accepts known users, is suspended. So is a customer whose own mail provider is misconfigured, which is not their fault and not visible to them.
Both fail silently from their side. They sent an email and received nothing, and their next contact is usually annoyed.
Why it is worth looking
A suspended list nobody reviews is a queue of customers who think they were ignored. Even a weekly scan, or a notification when the volume rises, is enough to catch the ones that matter.
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