Guidelines for reviewing suspended tickets

Review your suspended ticket queue regularly. Follow the review guidelines below, which vary depending on how your Zendesk account is set up.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise







Summary: ◀▼
Review suspended tickets regularly to recover legitimate support requests and delete spam. Depending on your setup, recover tickets from anonymous users, unregistered or registered users with verification issues, and emails failing authentication. Use bulk actions for large volumes and manual review for specific cases. This helps maintain a clean ticket queue and ensures valid customer inquiries are addressed promptly.




Review your suspended ticket queue regularly. Follow the review guidelines below, which vary
depending on how your Zendesk account is set up.
As described in Viewing, recovering, and deleting suspended tickets,
you can review suspended emails individually or in bulk. The choice depends on your policy and
the volume of suspended emails to be recovered or deleted.
This article contains the following topics:


Review guidelines for an open Zendesk
Support instance
Review guidelines for a closed or
restricted Zendesk Support instance


Related articles:


Understanding and managing suspended tickets and spam
Setting up suspended ticket notifications
Authenticating incoming email using DMARC




Review guidelines for an open Zendesk Support instance

Anybody can submit tickets when using open support. You may or may not require end users to
register first.


Guidelines if you don't require users to register


Recover emails that should be tickets. In particular, look for the following cases:
Anonymous support requests from your help center that are from legitimate users
and aren’t spam (cause of suspension: “Anonymous request”)
Ticket notification replies with the encoded ID stripped out (cause of suspension
in the Suspended tickets view: "End user only allowed to update their own
tickets")
Spam emails that aren't spam (cause of suspension: "Detected as spam")
Emails that did not pass Zendesk's DMARC authentication (cause of suspension:
"Failed email authentication")


Bulk delete any remaining emails.




Guidelines if you require users to register

If you require users to register, the first ticket is suspended while a welcome email is
sent to the new user, requiring them to register before the ticket can be submitted.

Recover tickets from users who haven't registered yet. Recovering the ticket also
registers the user. To identify the emails, look for the following cause of suspension
in the Suspended tickets view: "User must sign up to submit email, user notified." Note
that the user's email remains unverified until they respond to the welcome email.
Recover other emails that should be tickets. In particular, look for the following
cases:
Tickets that registered users submitted through the web form while logged out
(cause of suspension: "Submitted by registered user while logged out")
Ticket notification replies by registered users from unverified addresses (cause
of suspension: "Submitted by unverified user")
Ticket notification replies by registered users with the email token stripped out
(cause of suspension: "Permission denied due to unauthenticated email update")
Spam emails that aren't spam (cause of suspension: "Detected as spam")
Emails that did not pass Zendesk's DMARC authentication (cause of suspension:
"Failed email authentication")


Bulk delete any remaining emails.





Review guidelines for a closed or restricted Zendesk Support instance

Only designated persons can submit tickets directly in closed or restricted support. You
may have a suspended ticket workflow in place to let anonymous users submit tickets
indirectly. When a support request from an anonymous user is received and suspended, an
agent reviews the email and either recovers or deletes it.
Guidelines

If you accept tickets from anonymous users, review and recover them one by one, either
manually or automatically. To identify them, look for the following causes of suspension
in the Suspended Tickets view: "Permission denied for unknown email submitter" for
a closed or "Sender domain not on allowlist" for a restricted.
If you require approved users to register, recover tickets from approved users who
haven't registered yet. Recovering the ticket also registers the user. To identify the
emails, look for the following cause of suspension: "User must sign up to submit email,
user notified." Note that the user's email remains unverified until the user responds to
the welcome email sent to them.
Recover other emails that should be tickets. In particular, look for the following
cases:
Tickets that registered users submitted through the web form while logged out (cause
of suspension: "Submitted by registered user while logged out")
Ticket notification replies by registered users from unverified addresses (cause of
suspension: "Submitted by unverified user")
Ticket notification replies by registered users with the email token stripped out
(cause of suspension: "Permission denied due to unauthenticated email update")
Spam emails that aren't spam (cause of suspension: "Detected as spam")
Emails that did not pass Zendesk's DMARC authentication (cause of suspension:
"Failed email authentication")


Bulk delete the remaining emails.



{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408832102042",
"url": "https://support.zendesk.com/hc/en-us/articles/4408832102042",
"headline": "Guidelines for reviewing suspended tickets",
"description": "You should regularly review suspended tickets based on your support instance setup to recover legitimate requests and delete irrelevant emails following specific guidelines.",
"articleSection": "Managing your email",
"datePublished": "2021-10-16T03:46:21+00:00",
"dateModified": "2026-06-11T18:24:02.621704+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408832102042"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"