Viewing, recovering, and deleting suspended tickets

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<p id="docs-hc-snippet" style="display: none;">Some emails may be flagged as spam and be either completely rejected or sent to the suspended tickets queue, where they may be permanently deleted or recovered.</p>
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<p id="docs-ai-summary-content">You can view, filter, recover, and delete suspended tickets flagged as spam or rejected emails. Suspended tickets auto-delete after 14 days if unrecovered. Recovering tickets returns them to your queue with a New status, while deleting removes them permanently. Export suspended tickets to CSV for analysis. Light agents have limitations recovering suspended comments with CCs. Permissions control access to suspended ticket management.</p>
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<p class="p">Some emails may be flagged as spam and be either completely rejected or sent to the suspended
tickets queue, where they may be permanently deleted or recovered.</p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with
permission</a> can view, recover, and delete suspended tickets.
All unrecovered suspended tickets are automatically deleted after 14 days.
Suspended tickets that are automatically deleted cannot be recovered and are
permanently removed. </p>
<p class="p">To learn more about suspended tickets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889141146" target="_blank">Understanding suspended tickets and
spam</a>.</p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_t4h_lmm_hlb">
<li class="li"><a class="xref" href="#topic_ukg_lbf_kd">Viewing suspended tickets</a></li>
<li class="li"><a class="xref" href="#topic_q3t_lbp_z3c">Filtering the Suspended tickets view</a></li>
<li class="li"><a class="xref" href="#topic_too_xnk_ae">Recovering or deleting suspended tickets</a></li>
<li class="li"><a class="xref" href="#topic_v5w_wgd_s5b">Using export to analyze suspended tickets</a></li>
<li class="li"><a class="xref" href="#topic_bpp_rlm_hlb">Light agent recovery of
suspended comments with CCs</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ukg_lbf_kd">
<h2 class="title topictitle2" id="ariaid-title2">Viewing suspended tickets</h2>
<div class="body">
<p class="p">Suspended tickets appear in your list of views as a system-generated view
called Suspended tickets.</p>
<p class="p">On non-Enterprise plans, agents must have permission to view all tickets
to access the Suspended tickets view and its tickets. On Enterprise
plans, agents must be in a custom role with permission to view,
recover, and delete suspended tickets to access the Suspended
tickets view and its tickets.</p>
<p class="p">Agents with permission to access the Suspended tickets view can delete
any tickets included in that view, even if ticket deletion is not
enabled for them.</p>
<p class="p">Agents with the Play views only permission can't access the Suspended
tickets view. </p>
<div class="p">
<strong class="ph b">To view your suspended tickets</strong><ol class="ol" id="topic_ukg_lbf_kd__ol_fs1_wbv_3fc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="11" id="topic_ukg_lbf_kd__d8e36" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="11">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">Suspended tickets</strong>.<p class="p"><img class="image img-screenshot" id="topic_ukg_lbf_kd__image_lc2_fcv_3fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspended_tickets_view_views.png" width="250"></p>
</li>
</ol>
</div>
<p class="p">Selecting the view allows you to manage suspended tickets. You can view
detailed information for each, including the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828416282" target="_blank">cause for suspension</a>,
and then recover or delete them. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_q3t_lbp_z3c">
<h2 class="title topictitle2" id="ariaid-title3">Filtering the Suspended tickets view</h2>
<div class="body">
<p class="p">Filtering the Suspended tickets view helps agents find and resolve issues
more quickly. For example, filtering by suspension cause lets agents
identify tickets suspended for the same reason, making it easier to
bulk select them and recover or delete them as needed.</p>
<p class="p"><strong class="ph b">To filter the suspended tickets view</strong></p>
<div class="p">
<ol class="ol" id="topic_q3t_lbp_z3c__ol_gcg_4bp_z3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="11" id="topic_q3t_lbp_z3c__d8e36" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="11">) in the sidebar.</span></li>
<li class="li">Click the <strong class="ph b">Suspended tickets</strong> view. </li>
<li class="li">Click the <strong class="ph b">Filter</strong> link in the upper right
corner.</li>
<li class="li">Specify one or more filtering criteria:<ul class="ul" id="topic_q3t_lbp_z3c__ul_fry_sbp_z3c">
<li class="li">
<strong class="ph b">Cause</strong>: Select a suspension cause to
filter by, or select <strong class="ph b">All causes</strong> to clear
the filter.</li>
<li class="li">
<strong class="ph b">Sender email</strong>: Enter a sender’s email
address to view suspended tickets from a specific
sender.</li>
<li class="li">
<strong class="ph b">Subject</strong>: Enter an email subject to find
suspended tickets with a matching subject.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Apply filters</strong>.</li>
</ol>
</div>
<p class="p">After filters are applied, the Filter link displays the number of filters
applied to the view, such as <strong class="ph b">Filter (2)</strong>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_too_xnk_ae">
<h2 class="title topictitle2" id="ariaid-title4">Recovering or deleting suspended tickets</h2>
<div class="body">
<p class="p">Suspended tickets can be manually unsuspended, or recovered, and placed
back into your ticket queue. You can recover tickets in the
Suspended tickets view one at a time or in bulk. You can also delete
suspended tickets.</p>
<p class="p">Recovered tickets are unassigned and have a New status. They will appear
in views that show unassigned tickets. They will also be available
by search. When you recover a suspended ticket in the Zendesk Agent
Workspace, your name is not listed as the submitting agent. Instead,
the via field is typically shown as System or
Email.
</p>
<p class="p">Deleted tickets are deleted permanently and can't be recovered.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832102042" target="_blank">Guidelines for reviewing
suspended tickets</a> for recommendations, and see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828416282" target="_blank">Causes of ticket
suspension</a> for a list of reasons that tickets get
suspended.</p>
<p class="p"><strong class="ph b">To bulk recover or delete suspended tickets</strong></p>
<div class="p">
<ol class="ol" id="topic_too_xnk_ae__ol_5wj_425_d3">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="11" id="topic_too_xnk_ae__d8e36" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="11">) in the sidebar.</span></li>
<li class="li">Click the <strong class="ph b">Suspended tickets</strong> view. </li>
<li class="li">Select the tickets you want to recover or delete. You
can select all tickets in the view by clicking the
selection checkbox in the table header. <p class="p"><img class="image img-screenshot" id="topic_too_xnk_ae__image_vg2_3f5_d3" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bulk_delete_suspended_3.png" width="850"></p>
<p class="p">A toolbar
appears at the top of the list.</p>
</li>
<li class="li">Click the <strong class="ph b">Auto recover</strong> drop-down menu, then click
<strong class="ph b">Auto recover</strong>, <strong class="ph b">Recover manually</strong>, or
<strong class="ph b">Delete permanently</strong>, depending on what
action you want to take.<p class="p">The automatic recover
option immediately recovers the ticket. The manual
recover option allows you to edit the ticket
properties first and then recover the
ticket.</p>
<p class="p">If you recover a ticket manually,
the recovered ticket functions as a copy of the
original ticket. It only pulls a plain text
version of the original email that excludes the
full HTML content and any attachments. The
original ticket remains in the Suspended tickets
view.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to recover or delete the suspended
ticket.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To recover or delete a single ticket</strong><ol class="ol" id="topic_too_xnk_ae__ol_1f5_rg5_d3">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="11" id="topic_too_xnk_ae__d8e36" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="11">) in the sidebar.</span></li>
<li class="li">Click the <strong class="ph b">Suspended tickets</strong> view. </li>
<li class="li">Click the Subject of the ticket you want to recover or
delete. </li>
<li class="li">Click the <strong class="ph b">Auto recover</strong> drop-down menu, then
select <strong class="ph b">Auto recover</strong>, <strong class="ph b">Recover manually</strong>,
or <strong class="ph b">Delete permanently</strong>. </li>
<li class="li">Click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_v5w_wgd_s5b">
<h2 class="title topictitle2" id="ariaid-title5">Using export to analyze suspended tickets</h2>
<div class="body">
<p class="p">If you have a large number of suspended tickets, you can export the list
to a CSV file for further analysis. Exporting the suspended ticket
list lets you use your own spreadsheet software to sort, filter, and
view all your suspended tickets on a single page. </p>
<p class="p">The exported list also provides additional columns of data about the
tickets that aren’t visible in the Suspended tickets view. This can
be helpful when investigating tickets. For example, you can export
the suspended ticket list to obtain the suspension <em class="ph i">Cause ID</em>
for each ticket. Then, cross-reference the cause ID with the <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/reference-guides/suspensions-reference/" target="_blank">Cause of suspension
reference</a>.</p>
<p class="p">The export feature gives visibility into the types of tickets you receive
and helps identify patterns when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889141146#topic_ewp_qrl_zsb" target="_blank">managing suspended
tickets</a>.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832102042" target="_blank">Guidelines for reviewing
suspended tickets</a> for tips on reviewing your
suspended tickets regularly.</p>
<div class="p">
<strong class="ph b">To export the suspended ticket list</strong><ol class="ol" id="topic_v5w_wgd_s5b__ol_vff_mhd_s5b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Views</strong>
(<img class="image" height="11" id="topic_v5w_wgd_s5b__d8e36" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/views_icon.png" width="11">) in the sidebar.</span></li>
<li class="li">Select the <strong class="ph b">Suspended tickets</strong> view.</li>
<li class="li">Click <strong class="ph b">Export CSV</strong> in the upper-right corner.</li>
</ol>
</div>
<p class="p">You'll receive an email notification containing a download link for your
CSV file. The email is sent to your primary email account in your
user profile.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_bpp_rlm_hlb">
<h2 class="title topictitle2" id="ariaid-title6">Light agent recovery of suspended comments with CCs</h2>
<div class="body">
<p class="p" dir="ltr">You can recover a suspended comment that includes CCs and
followers just like any other comment. However, it’s important to
note that the behavior with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">light agents</a> is
slightly different when CCs are involved. If a light agent recovers
a suspended comment, CCs from the last end user email reply will not
be added to the ticket. This is because light agents can't add or
remove CCs from tickets. </p>
<p class="p" dir="ltr">If your company uses CCs and light agents, ask your admin
whether your company has an internal policy or best practice that
says light agents do not recover suspended tickets.</p>
</div>
</div>
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