What does the cause of suspension message “Received from support address” mean?

Question

Why are my tickets being suspended with the Cause of suspension as Received from support address?

Answer

One of the causes for an email to be suspended is that the email was received from a support address and is causing a mail loop. Confirm that your Cause of suspension is Received from support address in two places in your account:

The Suspended Tickets view in the column Cause of suspension

Within the individual suspended ticket

Common problems from this suspension type

This issue can cause problems in your account. See the examples below:

Your account may have a forwarding rule in place that automatically forwards emails from support@company.com to support@company.zendesk.com.

As messages get forwarded, they will have support@company.com in either the TO or CC field of the email.

When an email arrives from support@company.com, it will create a ticket, either with support@company.com as the requester or in the CC field.

Whenever that ticket generates a notification to that support@company.com user, the notification is sent out by Zendesk, but then is immediately forwarded back in by the forwarding rule.

An email was manually sent or forwarded from the support address inbox to support@company.zendesk.com.

Forwarding server sets a support address in the reply-to field of the message.

How to avoid these suspended tickets

The most common cause of this issue is that an external email address forwards emails to your account, but the email was received from one of your listed support addresses and is causing a mail loop. You will need to change the from: and reply-to: addresses on the email show the actual requester's email address.

Note: It is not possible to automatically recover suspended tickets that were suspended due to the suspension cause Received from support address. To recover such suspended tickets, manually recover the suspended ticket and set the ticket requester as the original sender of the email.

For more information, see the article: Understanding and managing suspended tickets and spam