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Suspended due to Email as being from a system user whitelist

  • October 18, 2022
  • 3 replies
  • 0 views
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How can we whitelist a system user detection?

We have semi automated emails which are sent into our Zendesk instance which require action from agents but they are being suspended which is slowing down our workflow.


We should be able to control what is to be suspended in our instance.

    3 replies

    Jahn11
    • Jahn11
    • October 18, 2022

    You may want to check this article - https://support.zendesk.com/hc/en-us/articles/4408886840986-Using-the-allowlist-and-blocklist-to-control-access-to-Zendesk-Support 

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    That does not work on these suspended tickets.

    A
    • Arianne
    • October 20, 2022

    Hi Ashley, 

    Emails coming from a system user or address will always be suspended which is a hard system rule that cannot be disabled. 

    There are a few workarounds listed in this article.

    • Have the system emails sent to another email address.
    • Have the emails redirected through a non-system address.
    • Add the email address to your allowlist.

     

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