What are Reasons for Suspension of Email

In the BoldDesk support portal, multiple filters are used in the email ticket creation process to avoid spam emails and for security purposes. As a result, some emails are marked as suspended. In this article, I’ll enlighten you on the factors that lead to email ticket suspension.

The following are the reasons for email ticket suspension:

• Blocklisted sender or domain.
• Email detected as spam.
• Request limit exceeding the required limit.
• Sender’s account blocked or deactivated.
• Email authentication failed (SPF or DKIM).
• Received from a support address.
• Automated response emails.
• Sender account does not exist.
• Unauthorized user reply to activity.

Blocklisted sender or domain

• If the sender’s email address or domain is soft blocked, the emails sent by the blocklisted email address or domain will be marked as suspended.
• If you believe that the email is valid, contact your system administrator to remove the email address/domain from the blocklist.

Email detected as spam

• For security purposes, the BoldDesk system internally validates all incoming emails. Consequently, if an email is detected as spam, it will be marked as suspended.
• To avoid this, make sure the incoming content doesn’t contain any malicious content or attachments.

Request limit exceeding the required limit

For security purposes, the inbound emails coming to email automation are limited, thus avoiding email looping and spam email automation.

The number of emails each user can send is limited per hour. These limits are applied as follows:

• The 1-hour limit starts from the first email received.
• The first 50 emails are considered valid.
• The next 450 emails are marked as suspended.
• More than 500 emails will be ignored.

Sender account blocked or deactivated

• If the sender’s account is blocked or deactivated, then the user’s emails will be marked as suspended.
• If you believe that any email is valid, you can contact your admin and ask them to unblock the particular email.

Email authentication failed (SPF or DKIM)

• To improve security, BoldDesk has the option to validate incoming email authentication by checking the SPF or DKIM records of the email.
• If this option is enabled by the admin, at least one of the records should be available; otherwise, it will be marked as a suspended ticket.
• This restriction can be enabled or disabled in the admin portal.
• You can use the allow list to add the email address and prevent the email from being suspended. However, only the first email will be allowed, and it will be created as a ticket. Subsequent emails will still be suspended to prevent email looping. If necessary, we can recover the email from the suspended list.

Received from support address

• To avoid unwanted email looping, if the received email is sent by another BoldDesk support portal, it will be marked as suspended.
• This safeguard ensures that if a ticket is created from such an email and a notification is sent back to the same address, it doesn’t trigger an endless loop of automated replies and forwards.

Automated response emails

• Some emails, such as out-of-office replies, are sent by email servers automatically. These emails are marked as suspended under this category.
• If BoldDesk finds the incoming email is generated by any kind of automated application, then it will be marked as suspended.

Unauthorized User Reply

When a user replies to BoldDesk’s email notification without the necessary permissions, their email will be automatically suspended. For example, when an unauthorized contact responds to an activity notification, their emails are suspended.

Sender account does not exist

Emails from new users may be suspended because the sender’s email address is not recognized by the system (i.e., the sender account does not exist in your contact list) when the Restrict Unauthorized Inbound Emails option is enabled.

• Disabling this option allows the system to accept emails from new addresses.

How to Disable the Setting

1. Go to Admin > Emails > Configurations.
2. Scroll down to find the Restrict Unauthorized Inbound Emails option.
3. When the box is checked, it means the setting is enabled. Uncheck it to allow emails from new addresses.
4. Click the Update button, and the changes will take effect immediately.

Related Article

• Inbound Email Allowlist and Blocklist
• Email Loop: Causes, Detection, and Recovery