Every incoming email sent to my Zendesk is suspended

Issue symptoms

I set up email forwarding from an external support address to my Zendesk and now every email appears on the suspended view.

Causes

The cause of these suspended emails usually is either a bad set of your web form with email forwarding, or an issue in your email headers from automations.

When this issue occurs, incoming emails are suspended commonly for the reasons of either Automated response mail or Received from a support address. For more information, see the article: Causes for ticket suspension.

In addition:

The suspension reason: Received from support address indicates that your email server is configured with an external support address. For example mailto:support@example.com">support@example.com is the From or Reply-To header in every email forwarded to your Zendesk. These messages are suspended by Zendesk due to the ability to cause mail loops. To resolve this issue, modify the email forwarding on your server to show the email address of the ticket requester email address rather than your external support address in the From or Reply-To header.

The error: Automated response email indicates that the email server is adding an automated header such as Precedence:bulk or Auto-submitted:auto-generated to every email that is forwarded to your Zendesk account. These headers tell Zendesk that the messages were auto-generated rather than created by end users. To resolve this issue, modify the email forwarding on your server to not add either of these headers to forwarded email messages.

Resolution

To resolve this issue:

Determine if you use a web form and email forwarding, which isn't supported and causes expected errors. Instead of email forwarding with a web form, use the API to generate tickets.

Verify that your support address does not use an alias or an email group, as these are not supported. Instead, use a regular email address.

Ensure that the forwarding is at the server level, rather than the individual settings of the support address.

Verify your SPF record

Ensure that the email header from your email forwarding doesn't contain unsupported entries under Automated response from this article: Causes for ticket suspension. For example: Delivered-To, Auto-Submitted or Autoresponder are not supported.

Check that you are not using an email address that starts with noreply@, daemon@ and postmaster@, as these are not supported.

Verify that the emails do not contain any unsubscribe links, as these are not supported.

Verify that the emails are not automatic replies, as these are not supported.

If after verifying the above, you are still facing issues, further troubleshooting is required. Take a full page screenshot of one example (including the sender, receiver and time) and share it with Zendesk Customer Support.

Note: If you do not have access to your email server, reach out to your email administrator or email hosting company to help you modify your email forwarding in order to resolve this issue.