Suspension of emails from system users

Issue symptoms

Zendesk always suspends emails from system users like mail-daemon@ or postmaster@. My business rules don't run on these suspended tickets, so I can't automate a process for them. The system suspends email tickets with the cause Automatic email processing failed.

How do I manage this?

Resolution steps

A system rule always suspends these tickets. To track them, set up suspended ticket notifications.

Use one of these workarounds:

Send system emails to another email address

Redirect or forward the emails through a non-system address, such as a regular email address

Create tickets with the API

In addition, Automatic email processing failed is a suspension error that occurs for a variety of reasons. These errors are usually edge cases that don't have a more specific error.

Below are some reasons the "Automatic email processing failed" error occurs:

The use of the Mail API to set the #requester of a ticket to an invalid value. For example, a support address or a suspended user.

If a light agent sends an email that results in a ticket update that modifies a ticket field value, the update fails because light agents do not have permission to make those changes. For example, this happens if the email of the light agent includes a credit card number because credit card redaction also adds a tag to the ticket.

If a ticket has a value in a custom RegEx field and the regular expression used to validate that field is altered, any follow-up tickets attempt to pull all custom field values into the new ticket. This results in a RegEx validation failure.

A misalignment can occur between the organization present on a user and the organization memberships linked to that user. Follow the steps below to verify if the user organization matches the organization memberships.

To verify the user organization and membership:

Open the user profile of the user listed in the From field of the email. Copy the user ID from the URL.

Take this ID and use it in the URLs listed below. Replace USER_ID_HERE with the user ID obtained from the user profile and replace the value of SUBDOMAIN with the subdomain of your account.

https://SUBDOMAIN.zendesk.com/api/v2/users/USER_ID_HERE

https://SUBDOMAIN.zendesk.com/api/v2/users/USER_ID_HERE/organization_memberships

In the first URL, look for the organization_id value.

Compare to make sure that the same organization_id value appears within the list of memberships in the second URL.

If the organization is not present within the listed memberships, remove the organization from the user in Support and re-add it to bring these back into alignment

Tip: If you find it difficult to review the output of either URL listed above, copy the output returned by these URLs and paste it into a third-party JSON validation tool, such as JSONLint.
This action provides a more readable output of the data returned by these URLs.

For more information about ticket suspensions, see Causes for ticket suspension.