Email sent to your Cayzu powered help desk can be suspended or rejected. A suspended email is not necessarily spam. This article explains the reasons tickets can be suspended.
When an end-user or customer submits a support issue by email, it will in the majority of cases create a new ticket or append the new comment to an existing ticket. In certain cases though, the email is automatically suspended. Suspending an email means putting it on hold for future review by an agent. Suspended emails are not necessarily spam. It's just not a ticket in your Help Desk yet. It remains in limbo until an agent reviews it and decides whether to accept it and create a new ticket for it or reject and delete it. If no agent reviews it, it's automatically purged after 14 days.
Suspended emails can be identified by reviewing your system views.
An email can be suspended for several reasons, some for blacklist policies and some to protect your help desk from flooding (example to avoid a continuous loop of emails from an auto-reply (out of office) .
Instead of being suspended, an email can be totally rejected. A rejected email is not kept for further review and it can't be recovered. The user that had his/her email rejected could receive a standard email telling them that their email was rejected and a ticket was not created.
Email is rejected for the following reasons:
-The message is determined to be SPAM (this will go into the Spam view)
-You have your white list turned on and the sender's email or domain is not in your contact/company list
-The email was detected to be an auto-reply and could create a non stop loop of tickets. (Error: “Too many requests within the given time “)
-The email is on your blacklist
To reduce the number of emails that get caught in your suspended view, we suggest to utilize the built in white list function. The Whitelist is used in conjunction with the blacklist to restrict access to your help desk. Emails submitted by end-users/customers on the blacklist are rejected. The Whitelist specifies who is exempt from the blacklist rules. The Whitelist will always take precedence over your blacklist.
Want more information on Cayzu Help Desk. Visit https://www.cayzu.com
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