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Problem

A ticket was suspended.

Answer

How to recover a ticket

 

Shredder App

(This app is restricted by role)

Suspended Tickets view

(role needs to grant access to view)
Where to go shredder app location.png Suspended tickets view location.png
How to navigate

**New** There are separate Lists to examine tickets for separate teams:

You navigate between pages

suspended ticket view navigation.png

 

You can perform searches (subject, sender, recipient, cause for suspension)

shredder search.png

You can see which tickets are marked for recovery, deletion before they are processed

shredder tabs.png

Flip through different lists to ensure the ticket is not tied to another group
Basic recovery

Click on the checkbox for the ticket you with to recover and 'Mark for recover'

shredder regular recovery.png

You can also create a rule to automatically recover tickets that meet certain conditions to recover going forward

shredder regular automatic recovery.png

 suspended tickets view recovery.png
Advanced recovery

Same process as basic recovery unless you wish to create an automatic rule for it. Only one rule can be used at a time so ensure that other rules won't apply before the new one you create

shredder advanced recovery.png

If you try to automatically recover but get an error, an advanced recovery is needed

suspended ticket could not be recovered.png

You will need to click into the suspended ticket to open the pop out window

suspended tickets view advanced recovery.png

This will open a new ticket that will need to be manually created with the information

suspended tickets advanced recovery ticket.png
Automatic recoveries/deletions

Within Settings, you can create rules to automatically process tickets that meet conditions

shredder settings.png

 

shredder rules.png

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Limitations
  • The automatic rules cannot exclude conditions, they can only contain them (ie. it can't exclude certain tags or wording)
  • There is no audit log of changes that are made
  • The apps tend to cache so refresh/clear cache often if the app is not visible
  • Only one person can run the Shredder app at a time. You can refresh your page to help the process along
  • Suspended tickets view uses the API to view tickets. It is only able to look at 100 results every minute before erroring:  #11907998
Additional items to note
  • This is a paid app so support is not handled by Sirva. Any issues with the app will need to have the third-party contacted
  • Tickets recover every 15 minutes (can vary depending on how many are recovering or if someone is working in the Shredder app)
  • You can export the Suspended Tickets View

Why a ticket was suspended

This is not an all-inclusive list. As we encounter more reasons and how to handle those processes, we will add them to this article. 

Suspended Reason

Why it was suspended

Shredder Solution

Suspended Tickets View Solution
Email is too large The limit on inbound mail is different than the attachment limits. Zendesk's inbound limit is 65535 bytes The end-user will need to resend the email in a smaller size The end-user will need to resend the email in a smaller size
Received from support address The email was sent by (not forwarded from) one of your support addresses (ie. servicedesk@sirva.com to first.last@sirva.com (One2One))

You can select the ticket(s) and choose recover

*If you are creating a regular recovery, these need advanced recovery and the requester email needs to be changed to another address

Sort the view by sender and navigate to the page that has the sender and perform an advanced recovery
Detected as email loop Zendesk has a limit of 20 emails from the same user within an hour. Beyond that, the next 20 updates will be suspended. If more than 40 are received, all additional updates within that hour will be rejected (meaning they won't create suspended tickets).

You can select the ticket(s) and choose recover

*If you are creating a regular recovery, add in a rule to automatically recover tickets if sent from that address

 

Sort the view by sender and navigate to the page that has the sender and bulk recover the tickets

Here is a list from Zendesk to reference for suspended reasons: https://support.zendesk.com/hc/en-us/articles/4408828416282-Causes-for-ticket-suspension