Ticket management is a crucial part of customer support. After all, tickets are the primary way customers interact with businesses and get their issues resolved.
However, if you're using Zendesk as your help desk system, you may have encountered a common issue: suspended tickets. Zendesk may suspend tickets due to several reasons.
The guide below will teach you the ins and outs of suspended ticket management in Zendesk so that you can review and deal with those tickets accordingly.
Management can mean different things in different contexts. You might want to view the tickets to check their content. Similarly, you might want to recover them. Learn how to do all this below.
The first thing to know is that not everyone can view suspended tickets. Only agents with custom permissions and the admins can view these tickets. Second, the suspended tickets are automatically deleted in two weeks.
To find the suspended tickets, go to the Views section in Zendesk. Click on the Suspended Tickets tab, and you'll see all the suspended tickets.
Zendesk shows you the reason each ticket was deleted in front of it. You can then choose to delete the ticket or recover it.
There are two ways to go about it. You can either delete or recover suspended tickets in bulk or do it one by one.
If you want to manage them in bulk, follow these instructions:
The tickets you delete will go away forever, whereas the recovered tickets will get a New status. You can find them in the Unassigned Tickets section.
If you prefer recovering or deleting each ticket individually, do this:
If you choose Recover automatically, the ticket will be sent back to the inbox. But if you choose to Recover manually, you will first be able to edit the ticket before recovering it.
Deleting a suspended ticket will eliminate it permanently from your Zendesk account.
If there are too many suspended tickets, you can also export them as a CSV file to manage them offline. You may want to do this to check the leading cause of the suspensions, analyze them in a spreadsheet, or share them with another team.
When you're in the Suspended Tickets view, you'll see the option to Export CSV in the top right corner. Click on it, and wait to get the download link in your email inbox.
As we've already mentioned, suspended tickets are deleted after 14 days. You can set up notifications to ensure you check and recover any important tickets before they are permanently deleted.
Here are the steps to set up notifications for suspended tickets:
If you don't want to receive notifications for suspended tickets at a later point in time, come back to these settings and select Never in the step where you set the frequency of notifications.
Zendesk has a whole list of causes of ticket suspension. Some of the most common causes include spam, malware detection, malicious pattern detection, authentication issues, and violation of Zendesk's terms and policies.
We'll discuss a few major ones below.
As functional as Zendesk is, you might be more of a Slack team. If that's the case, you can integrate JustReply to start managing support tickets within Slack.
Basically, the JustReply website live widget shows you all submitted tickets in Slack. Your support team can reply to tickets directly from Slack or assign them to a teammate for better assistance. They can also direct customers to your help center on JustReply to get help from support articles or how-to videos in case they want self-service support instead.
JustReply's Notion-like editor and AI writing assistant equip your customer service team with sufficient tools to craft helpful support articles. All in all, it's a smooth user experience for both your support team and the customers.