We are seeing a number of suspended tickets being generated. I tried to apply triggers and automation but they don't appear to be used on suspended tickets. Is that true?
Suspended tickets
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Bill
Triggers and Automations are not applied to tickets while they are suspend. Once they are released from suspension then triggers and automations can start to apply.
@Bill Spies Depending on your use case, you may benefit from the Shredder app which allows you to more easily manage any suspended tickets: https://www.zendesk.com/apps/support/shredder
I personally use their free version, but they also have a paid version that allows for some automated processing of your suspended tickets. Wanted to flag that app in case it helps achieve some of what you were hoping to accomplish re: triggers/automations + suspended tickets.
As Graeme Carmichael mentioned, once the tickets are released from suspension, any triggers or automations could then be fired on them as they would with any other ticket.
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