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Suspended tickets

Review email that was held back: auto-replies, mail loops, floods and suspected spam.

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ChaosDesk holds back incoming email that should probably not become a ticket. It waits in Suspended tickets instead of your views, so you can still recover it.

Causes you will see:

  • Auto-reply, Bulk mail and Mailing list;
  • Spam, with the spam score;
  • Too many emails: a flood from one sender;
  • Unknown sender or Suspended user;
  • Blocklist: the sender is on your blocklist;
  • Mail loop and Empty message.

Bounces never become tickets and are not listed here.

Review

  1. Open Views and choose Suspended tickets.
  2. Check the cause shown for each email. Use All causes to filter, or search by sender or subject.
  3. Choose Recover to turn an email into a ticket, or Delete.

To act on many at once, select them (or Select all on this page) and choose Recover or Delete.

Get notified

Under Admin Center, Channels, Brands & email, Email settings, set Suspended ticket notification to every 10 minutes, hourly or daily, and choose who receives it. Leave the recipients empty to notify all admins.

Fewer false alarms

In the same Email settings:

  • add trusted senders or domains to the Allowlist so they are never suspended;
  • add known spammers to the Blocklist. Prefix an entry with reject: to drop the mail instead of suspending it;
  • adjust the Spam score threshold.

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