Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Agent, Admin |
Working through the suspended list without spending an hour on it, and what each of the three actions does.
Review the list
- Open the views list and choose Suspended tickets.
- Sort by the suspension reason, which groups the obvious spam together.
- Scan the sender addresses and subjects rather than opening each one.
- Act on the ones that are genuine.
The three actions
- Auto recover. Turns it into a normal ticket straight away. Use for genuine customers. It arrives unassigned and with a New status, so it still needs to reach somebody; recovering is not the same as handling.
- Recover manually. The same, after you have edited the ticket's properties first. Useful when it needs a group or a form before anybody sees it.
- Delete permanently. Removes it with no way back. Use for obvious spam.
Not every agent gets this far. Admins always do; an agent needs permission to view all tickets, or on Enterprise a custom role that carries viewing, recovering and deleting suspended tickets. Anyone restricted to playing views cannot open the view at all. The reverse also holds, and it surprises people: an agent who can open this view can delete anything in it, even where ticket deletion is switched off for them everywhere else.
Marking as spam is not one of the choices here. That action lives on a live ticket and it suspends the requester as well as deleting the ticket, so it is not the tidier way to clear this list.
Scan by sender, not by subject
Spam subjects are designed to look plausible. Sender addresses are not, and a glance down that column separates the real from the rest far faster than reading.
You have fourteen days
A suspended ticket nobody touches is deleted automatically after fourteen days. That is the real deadline behind this list: not that the queue looks untidy, but that a genuine customer message quietly disappears if the list goes unread for a fortnight.
It also sets the pace. Any rhythm that comes round more often than every two weeks is enough to catch things; a holiday, a handover or a sick week is where this goes wrong.
Once a day is enough
Long enough to catch a customer before they give up, short enough that the list stays scannable.
There is a harder deadline behind that advice: unrecovered suspended tickets are deleted automatically after 14 days. So a fortnight of not looking does not leave you a long list to work through. It leaves you a short one, with any genuine customer from the first week already gone, and no record that they wrote.
Recovering the same sender repeatedly is a signal. Add them to your allowlist rather than rescuing them every week. The list is meant to shrink as you tune it.
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