Error: Suspended ticket could not be recovered

Issue symptoms

When I try to automatically recover a suspended ticket, I receive the below error.
Suspended ticket could not be recovered: Failed recovering suspended ticket id: XXXXX. You may need to manually recover this suspended ticket.

Resolution steps

Below are the scenarios when the error occurs and how you can recover the suspended tickets.

The sender of the message was suspended. You must unsuspend the user on their user profile before you can automatically unsuspend the ticket.

The sender's email is a support address in your account. Manually recover the suspended ticket and change the requester to a non-support address email address.

The suspended ticket contains only attachments, but doesn't contain any text. Zendesk can not recover suspended tickets that don't contain text. It is recommended that you revisit your process to require users to add text or send a follow-up explanation when they submit the request.

For more information about recovering suspended tickets, see the article: Viewing, recovering, and deleting suspended tickets.