How To Set Zendesk Suspended Tickets Notifications? [Easy Steps]

Table of Contents
How To Set Zendesk Suspended Tickets Notifications? [Easy Steps]

Last Updated: April 2024

Are you tired of missing important customer inquiries and leaving tickets suspended in your Zendesk helpdesk system? Worry no more! In this blog, we’ll guide you through easy steps to set up Zendesk suspended tickets notifications

By implementing this feature, you’ll ensure that no ticket goes unnoticed or unresolved, providing timely and efficient support to your valued customers. So, let’s dive in and discover how you can effortlessly stay on top of your Zendesk suspended tickets and deliver exceptional customer service every time.

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Benefits of Suspended Ticket Notifications

By enabling suspended ticket notifications in your Zendesk helpdesk system, you unlock a range of benefits that enhance your customer support experience. Here are the advantages of setting up suspended ticket notifications:

  1. Stay Informed: You will receive real-time alerts whenever a ticket gets suspended. This ensures that you’re promptly aware of any issues or bottlenecks in your support workflow.
  2. Prevent Ticket Backlogs: By being notified of suspended tickets, you can take immediate action to resolve them. It helps prevent ticket backlogs and ensures that no customer inquiry slips through the cracks.
  3. Timely Customer Responses: These notifications enable you to respond to customers in a timely manner. By addressing their inquiries promptly, you enhance customer satisfaction and loyalty.
  4. Improve Efficiency: By proactively monitoring suspended tickets, you can identify patterns or recurring issues that may require process improvements or additional training for your support team. This helps optimize your support operations and boosts overall efficiency.
  5. Maintain Service Level Agreements (SLAs): Suspended ticket notifications also help you meet your SLAs by ensuring that no ticket remains unresolved for extended periods. You can take appropriate actions to reassign or escalate tickets, minimizing the risk of breaching SLA commitments.

Steps to Set Up Zendesk Suspended Ticket Notifications

Follow the below steps for setting up the Zendesk suspended ticket notifications.

Step 1: Access Ticket Settings

In the Admin Center, click on the Objects and rules icon () in the sidebar. Then select Tickets > Settings. This will take you to the Ticket Settings page where you can configure various ticket-related options.

Zendesk admin center
Image source – support.zendesk.com

Step 2: Navigate to Suspended Ticket Notifications

On the Ticket Settings page, scroll down until you find the Suspended Ticket Notifications section.

Step 3: Select Frequency and Enter Email Addresses

Within the Suspended Ticket Notifications section, choose the frequency at which you want to receive notifications. You can opt for immediate notifications or select a specific interval such as daily or weekly.

Zendesk Suspended Ticket Notifications
Image source – support.zendesk.com

Next, enter the email addresses where you want the notifications to be sent. You can add multiple email addresses to ensure the right team members receive the notifications.

Step 4: Save Your Settings

After entering the desired frequency and email addresses, click on the Save tab to save your changes. This ensures that the settings for suspended ticket notifications are properly configured and will be applied.

Step 5: Cancelling Notifications (if needed)

In case you wish to stop receiving suspended ticket notifications at any point, simply go back to the Suspended Ticket Notifications section and select the “Never” option. It will cancel the notifications and prevent any further emails from being sent.

Remember, you will only receive the notification email when new suspended tickets are received, providing you with up-to-date information about tickets in your suspended tickets queue.

Related: Easy Steps to Enable Skill-Based Routing in Zendesk

Limitations of Suspended Ticket Notifications in Zendesk

Receiving suspended ticket notifications will help you in many ways, however, Zendesk has certain limitations.

  1. Lack of Customization: One limitation of Zendesk Suspended Ticket Notifications is the lack of customization options. You can only select the frequency of notifications and specify the email addresses to receive them. There are no additional settings to tailor the content or format of the notification emails to match your specific needs.
  2. Limited Notification Triggers: Another limitation is that the notifications are only triggered when new suspended tickets are received. This means that if there are any changes or updates to existing suspended tickets, you won’t receive notifications for those. It may result in missing important updates or delays in addressing critical issues.
  3. Inability to Filter or Prioritize Notifications: Zendesk Suspended Ticket Notifications do not provide the ability to filter or prioritize notifications based on certain criteria. This means that all notifications will be sent to the specified email addresses, regardless of the urgency or importance of the suspended tickets. It can lead to information overload and make it challenging to focus on critical tickets.
  4. Dependency on Email Communication: The notifications are solely delivered through email, which may not be the most efficient or preferred method of communication for some teams. If your team primarily relies on other communication channels like chat or collaboration tools, the email-based notifications may not align with your workflow and could result in delays or missed notifications.
  5.  

Despite these limitations, Zendesk Suspended Ticket Notifications still offer valuable functionality by keeping you informed about new suspended tickets. However, it’s important to be aware of these limitations and explore alternative solutions or workarounds if they don’t fully meet your requirements.

Recommended: 6 Free Zendesk Alternatives & Competitors

Get A Single View For All Support Tickets!

Apart from suspended ticket notification, one of the best features of the ticketing system is being able to view all your support tickets in one platform. The single view provides you with a centralized and comprehensive overview of all customer inquiries. This allows you to stay organized and efficiently manage your support operations. 

No more jumping between different channels or platforms to access ticket information. With a unified view of all support tickets, you can easily track ticket statuses, prioritize urgent requests, assign tickets to the appropriate agents, and ensure timely resolutions. It simplifies your workflow, improves collaboration within your team, and ultimately enhances the overall customer support experience.

Now, you can do this with an all-in-one ticketing software like Saufter

Say goodbye to scattered ticket information and embrace the convenience of a unified support ticket view.

Saufter

Saufter is a comprehensive ticketing system that offers seamless integration with popular platforms like Shopify, WooCommerce, and Magento. By consolidating information into a single platform, it provides a streamlined and efficient solution for managing customer support.

With its intuitive and customizable interface, Saufter is a top choice for businesses in need of an efficient and effective ticketing system in 2024.

Key features

  1. Omnichannel support: Connect and manage multiple support channels, such as live chat, email, SMS, and social media platforms like Facebook, Instagram, and WhatsApp, all from one central location.
  2. Live chat with an integrated knowledge base: Enhance customer support by integrating a knowledge base into the live chat feature. It allows agents to suggest relevant articles based on the ongoing conversation, providing instant access to valuable resources and improving problem resolution.
  3. Automation of e-commerce workflows: Simplify and automate crucial e-commerce workflows, including tasks like returns/exchanges, order modifications, warranty issue requests, order monitoring, and order scanning. This automation helps save time and improves overall efficiency.
  4. Insights and reports: Access valuable insights and reports on customer interactions and the performance of your support team. This data-driven approach allows you to make informed decisions, optimize support operations, and continuously improve customer satisfaction.
  5. Comprehensive customer history view: Gain a consolidated view of each customer’s entire ticketing history and their interactions. Such a holistic view enables support agents to provide personalized assistance and better understand customer needs.

Conclusion

Congratulations! You’ve now learned how to set up Zendesk Suspended Ticket Notifications with just a few easy steps. By enabling these notifications, you can stay on top of any new suspended tickets and ensure the timely resolution of critical issues. It’s a simple yet effective way to enhance your ticket management process and improve customer support.

Remember, Suspended Ticket Notifications provide you with valuable insights into tickets that require attention, but they do have their limitations. While Zendesk keeps you informed about new suspended tickets, it has limited customization options and relies heavily on email features. Be mindful of these constraints and explore alternative solutions if necessary.

In case you are looking for the best Zendesk alternative, Saufter might be right for you. It gives a unified view of all your support tickets and customers’ history and interactions. It is an all-in-one ticketing software that offers omnichannel support, self-service options, automated workflows, real-time analytical reports, and more. 

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