Managing and Recovering Suspended Emails
When a customer sends an email to your support address, BoldDesk converts it into a ticket. In some cases, the email is suspended. Agents can recover a suspended email to create a ticket, or permanently delete it. To prevent emails from being suspended, learn more in Reasons for Suspension of Emails.
Manage suspended emails from the Suspended Emails view on the ticket list page. From there, you can preview, recover, or permanently delete suspended emails.
On clicking the View, a dialog will appear and details about the emails will be shown. An agent can review the message and cause of suspension and decide whether to recover the message as a ticket or delete it forever.
If the Recover option is selected, the suspended email will be recovered and created as a ticket. Until recovery, the suspended email messages are not visible to both agent and customer in the ticket module.
- An agent should enable the Manage ticket suspension permission to manage the suspended emails.
- Additionally, the agent should set the Ticket Access Scope to Global.
Suspended email filter
The following filters have been added to improve the search for suspended emails:
- Brand
- Suspension Cause
- Date
- Sender Email
Please note that any suspended emails that are older than 30 days will be automatically removed from the system.
Frequently Asked Questions (FAQs)
1) What is a “suspended email”?
A suspended email is an incoming message that did not pass validation and was held by BoldDesk instead of becoming a ticket. Agents can later recover it (to create a ticket) or permanently delete it.
2) Where do I manage suspended emails?
Go to the ticket list page and open the Suspended Emails view. From there, you can preview, recover, or permanently delete suspended emails.
3) How do I review the details of a suspended email?
Click View on a suspended email. A dialog opens showing the message content and the cause of suspension. You can then decide to Recover (create a ticket) or Delete forever.
4) Are customers notified about suspended emails?
No. Suspended emails do not appear in the ticket module and are not visible to customers. Only after recovery will a ticket exist that can be viewed or replied to.
5) What permissions are required to manage suspended emails?
An agent must have the Manage ticket suspension permission enabled and set Ticket Access Scope to Global.
6) Can I filter suspended emails to find specific messages?
Yes. Use filters in the Suspended Emails view: Brand, Suspension Cause, Date, and Sender Email.
7) Do suspended emails expire automatically?
Yes. Suspended emails older than 30 days are automatically removed from the system.
8) Why do emails get suspended, and how can I prevent it?
Common reasons include configuration or validation issues. Learn more in Reasons for Suspension of Emails.
9) Can any agent recover or delete suspended emails?
Only agents with the required permission and Global ticket access can recover or delete suspended emails.
10) What actions are available in the Suspended Emails view?
You can Preview the message, Recover to create a ticket, or Delete forever. Use View to open the details dialog before taking action.
11) Does recovering a suspended email preserve the original sender and content?
Yes. Recovering creates a ticket that retains the original sender and message body, allowing normal ticket processing thereafter.
