Plan requirement
| Subscription | Any plan |
| Access | Admin |
One customer whose mail is suspended every time has a specific cause, and it is usually on their side rather than yours.
Symptoms
- The same sender appears in the suspended list repeatedly.
- They say they emailed you and you have no ticket.
- Other customers on the same domain are fine.
Resolution steps
1. Read the suspension reason
The list gives one for every entry, and it points straight at the cause. Failed authentication and unknown sender lead to different fixes, so start here rather than guessing.
2. Their domain fails authentication
Check this first when it is one company. Their mail claims to come from a domain whose SPF or DKIM records do not support it, often because they send through a third party that was never added.
You cannot fix this. Their IT can, and telling them precisely what is failing usually gets it done, because it will be affecting more than just you.
3. They are forwarding through something
Mail forwarded via another system arrives looking unlike what the sending domain declared. Common with customers using an alias or a personal forward.
4. Allowlist them
The immediate fix. In Admin Center, click People in the sidebar, then select Configuration > End users. Add the full email address, or the domain without the @ if the whole company is a customer.
The blocklist on the same page takes two keywords: suspend: sends the ticket to the suspended queue for review, and reject: blocks it outright with no record kept.
Verify the result rather than assuming it. Zendesk's own pages disagree about precedence: one states the allowlist overrides the blocklist, another that it does not and that conflicts default to suspension. So if you are allowlisting somebody whose domain is on the blocklist, send a test message and look at where it lands.
5. Recover, do not delete
Recovering teaches the filter; deleting does not. Repeatedly deleting genuine mail from one sender trains exactly the wrong thing.
Tell the customer
They think you have been ignoring them. A short message saying their mail was being filtered, that you have fixed it, and what their IT could check is worth more than the fix itself.
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