How to Handle Suspended Email

For each incoming email of your support inbox, a new ticket will be created or a reply will be added to the existing ticket. The spam detector scans the incoming email by applying a set of spam filters to improve security and decides whether to create a ticket, move the email to Suspended Emails, or reject it completely.

Learn more on What are Reasons for Suspension of Email

You can view and manage suspended emails under the Suspended Emails filter.

Check out this video tutorial for more details.

View Suspended Emails Globally

Follow the steps below to view all suspended emails:

1. Click Tickets on the left menu in the agent portal.
2. Choose the Suspended Emails filter to view all suspended emails.

Key Details Displayed in Suspended Emails Global View

When you access the Suspended Emails filter from the ticket list, the following details are shown for each suspended email:

• Ticket ID: The ID of the ticket associated with the suspended email.
• Sender: The email address of the sender.
• Subject: The subject line of the suspended email.
• Suspension Cause: The reason why the email was suspended (e.g., blacklisted sender or domain, sender account blocked).
• Brand: The brand under which the ticket and email belong.
• Suspended Date: The date and time the email was suspended.

Suspended Emails in Ticket Details

In addition to the global Suspended Emails filter, BoldDesk now provides a Suspended Emails tab within the ticket details view. This tab displays emails that were suspended for the specific ticket you are viewing, helping agents understand why certain messages did not appear in the ticket’s conversation thread.

Key Details Displayed

• Sender: Email address of the sender.

• Subject: Subject line of the suspended email.

• Suspension Cause: Reason for suspension (e.g., blacklisted domain, blocked account).

• Suspended Date: Date and time the email was suspended.

  

Recover Suspended Emails

Suspended emails can be reviewed and restored if valid.

1. Click the More Options icon near the email you want to review from the suspended email list and choose View Message.

2. A popup window will show details of the email and failure reasons.
   

3. Review the message and determine if the email is valid. If valid, click Recover to create a ticket.

The ticket will then appear in both the agent and customer portals.

Delete Suspended Emails

You can permanently remove the email by clicking Delete. Deleted emails cannot be recovered.

Frequently Asked Questions (FAQs)

1. What happens to incoming emails in BoldDesk?

For each incoming email in your support inbox, BoldDesk will either:

• Create a new ticket
• Add the email as a reply to an existing ticket
• Move the email to Suspended Emails if flagged by spam filters
• Reject the email completely if it violates security rules

2. Why are emails suspended instead of added to tickets?

Emails are suspended when they fail certain checks applied by BoldDesk’s spam detector. Common reasons include:

• Sender account blocked
• Blacklisted sender or domain
• Spam or policy violations
  Learn more about suspension reasons here.

3. Where can I view all suspended emails?

You can view all suspended emails globally by:

1. Clicking Tickets in the left menu of the agent portal.
2. Selecting the Suspended Emails filter.

4. What details are shown in the global Suspended Emails view?

The global view displays:

• Ticket ID
• Sender
• Subject
• Suspension Cause
• Brand
• Suspended Date

5. What is the Suspended Emails tab in ticket details?

The Suspended Emails tab in the ticket details page shows emails suspended for that specific ticket only. It helps agents understand why certain messages did not appear in the ticket’s conversation thread.

6. Does the Suspended Emails tab show emails from other tickets?

No. The tab only displays suspended emails related to the current ticket. For all suspended emails across the helpdesk, use the global Suspended Emails filter.

7. Can I recover a suspended email?

Yes. You can:

1. Click the More Options icon next to the email.
2. Select View Message.
3. Review the email details and click Recover if valid.
   The recovered email will create a ticket and appear in both the agent and customer portals.

8. Can I delete a suspended email?

Yes. Click Delete to permanently remove the email. Note: Deleted emails cannot be recovered.

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