Suspended Tickets

When an end user submits a ticket by email, in most cases the email becomes a new ticket or adds a comment to an existing ticket. In certain cases though, the email becomes a suspended ticket. It remains suspended until somebody reviews the email and decides whether to accept or reject it. If nobody reviews it, the email is deleted after 14 days. You can use this API to list, recover, or delete suspended tickets. For more information, see Understanding and managing suspended tickets and spam and Guidelines for reviewing suspended tickets in Zendesk help.

JSON Format

Suspended Tickets are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
attachments	array	true	false	The attachments, if any associated to this suspended ticket. See Attachments
author	object	true	false	The author id (if available), name and email
brand_id	integer	true	false	The id of the brand this ticket is associated with. Only applicable for Enterprise accounts
cause	string	true	false	Why the ticket was suspended
cause_id	integer	true	false	The ID of the cause
content	string	true	false	The content that was flagged
created_at	string	true	false	The ticket ID this suspended email is associated with, if available
error_messages	array	true	false	The error messages if any associated to this suspended ticket
id	integer	true	false	Automatically assigned
message_id	string	true	false	The ID of the email, if available
recipient	string	true	false	The original recipient e-mail address of the ticket
subject	string	true	false	The value of the subject field for this ticket
ticket_id	integer	true	false	The ticket ID this suspended email is associated with, if available
updated_at	string	true	false	When the ticket was assigned
url	string	true	false	The API url of this ticket
via	object	true	false	An object explaining how the ticket was created. See the Via object reference

Example

{
  "attachments": [],
  "author": {
    "email": "[email protected]",
    "id": 1111,
    "name": "Mr. Roboto"
  },
  "brand_id": 123,
  "cause": "Detected as spam",
  "cause_id": 0,
  "content": "Out Of Office Reply",
  "created_at": "2009-07-20T22:55:29Z",
  "error_messages": null,
  "id": 435,
  "message_id": "[email protected]",
  "recipient": "[email protected]",
  "subject": "Help, my printer is on fire!",
  "ticket_id": 67321,
  "updated_at": "2011-05-05T10:38:52Z",
  "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
  "via": {
    "channel": "email",
    "source": {
      "from": {
        "address": "[email protected]",
        "name": "TotallyLegit"
      },
      "rel": null,
      "to": {
        "address": "[email protected]",
        "name": "Example Account"
      }
    }
  }
}

List Suspended Tickets

• GET /api/v2/suspended_tickets

Allowed For:

• Unrestricted agents

Sorting

You can sort the tickets with the sort_by and sort_order query string parameters.

Parameters

Name	Type	In	Required	Description
sort_by	string	Query	false	The field to sort the ticket by, being one of author_email, cause, created_at, or subject.
sort_order	string	Query	false	The order in which to sort the suspended tickets. This can take value asc or desc.

Using curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets.json \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "suspended_tickets": [
    {
      "attachments": [],
      "author": {
        "email": "[email protected]",
        "id": 1,
        "name": "Mr. Roboto"
      },
      "brand_id": 123,
      "cause": "Detected as spam",
      "cause_id": 0,
      "content": "Out Of Office Reply",
      "created_at": "2009-07-20T22:55:29Z",
      "error_messages": null,
      "id": 435,
      "message_id": "[email protected]",
      "recipient": "[email protected]",
      "subject": "Help, my printer is on fire!",
      "ticket_id": 67321,
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "email",
        "source": {
          "from": {
            "address": "[email protected]",
            "name": "TotallyLegit"
          },
          "rel": null,
          "to": {
            "address": "[email protected]",
            "name": "Example Account"
          }
        }
      }
    },
    {
      "attachments": [],
      "author": {
        "email": "[email protected]",
        "id": 1,
        "name": "Mr. Roboto"
      },
      "brand_id": 123,
      "cause": "Automated response mail",
      "cause_id": 0,
      "content": "Out Of Office Reply",
      "created_at": "2009-07-20T22:55:29Z",
      "error_messages": null,
      "id": 207623,
      "message_id": "[email protected]",
      "recipient": "[email protected]",
      "subject": "Not just anybody!",
      "ticket_id": 67321,
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "email",
        "source": {
          "from": {
            "address": "[email protected]",
            "name": "TotallyLegit"
          },
          "rel": null,
          "to": {
            "address": "[email protected]",
            "name": "Example Account"
          }
        }
      }
    }
  ]
}

Show Suspended Ticket

• GET /api/v2/suspended_tickets/{suspended_ticket_id}

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
suspended_ticket_id	number	Path	true	The id of the suspended ticket to retrieve

Using curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/{suspended_ticket_id}.json \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "suspended_tickets": [
    {
      "attachments": [],
      "author": {
        "email": "[email protected]",
        "id": 1,
        "name": "Mr. Roboto"
      },
      "brand_id": 123,
      "cause": "Detected as spam",
      "cause_id": 0,
      "content": "Out Of Office Reply",
      "created_at": "2009-07-20T22:55:29Z",
      "error_messages": null,
      "id": 435,
      "message_id": "[email protected]",
      "recipient": "[email protected]",
      "subject": "Help, my printer is on fire!",
      "ticket_id": 67321,
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "email",
        "source": {
          "from": {
            "address": "[email protected]",
            "name": "TotallyLegit"
          },
          "rel": null,
          "to": {
            "address": "[email protected]",
            "name": "Example Account"
          }
        }
      }
    },
    {
      "attachments": [],
      "author": {
        "email": "[email protected]",
        "id": 1,
        "name": "Mr. Roboto"
      },
      "brand_id": 123,
      "cause": "Automated response mail",
      "cause_id": 0,
      "content": "Out Of Office Reply",
      "created_at": "2009-07-20T22:55:29Z",
      "error_messages": null,
      "id": 207623,
      "message_id": "[email protected]",
      "recipient": "[email protected]",
      "subject": "Not just anybody!",
      "ticket_id": 67321,
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "email",
        "source": {
          "from": {
            "address": "[email protected]",
            "name": "TotallyLegit"
          },
          "rel": null,
          "to": {
            "address": "[email protected]",
            "name": "Example Account"
          }
        }
      }
    }
  ]
}

Recover Suspended Ticket

• PUT /api/v2/suspended_tickets/{suspended_ticket_id}/recover

Note: During recovery, the API sets the requester to the authenticated agent who called the API, not the original requester. This prevents the ticket from being re-suspended after recovery. To preserve the original requester, use the Recover Multiple Suspended Tickets endpoint with the single ticket.

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
suspended_ticket_id	number	Path	true	The id of the suspended ticket to retrieve

Using curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/{suspended_ticket_id}/recover.json \
  -X PUT -v -u {email_address}:{password} -d '{}' -H "Content-Type: application/json"

Example Response

Status 200 OK

{
  "ticket": [
    {
      "author": {
        "email": "[email protected]",
        "id": 1,
        "name": "Mr. Roboto"
      },
      "brand_id": 123,
      "cause": "Detected as spam",
      "content": "Out Of Office Reply",
      "created_at": "2009-07-20T22:55:29Z",
      "id": 3436,
      "recipient": "[email protected]",
      "subject": "Help I need somebody!",
      "ticket_id": 67321,
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "web"
      }
    }
  ]
}

Recover Multiple Suspended Tickets

• PUT /api/v2/suspended_tickets/recover_many?ids={ids}

Accepts up to 100 ticket ids. Note that suspended tickets that fail to be recovered are still included in the response.

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
ids	string	Query	true	A comma separated list of ids of suspended tickets to recover.

Using curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/recover_many.json?ids=1,2 \
  -H "Content-Type: application/json" -X PUT -d '{}' \
  -v -u {email_address}:{password}

Example Response

Status 200 OK

{
  "tickets": [
    {
      "author": {
        "email": "[email protected]",
        "id": 1,
        "name": "Mr. Roboto"
      },
      "brand_id": 123,
      "cause": "Detected as spam",
      "content": "Out Of Office Reply",
      "created_at": "2009-07-20T22:55:29Z",
      "id": 3436,
      "recipient": "[email protected]",
      "subject": "Help I need somebody!",
      "ticket_id": 67321,
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "web"
      }
    },
    {
      "author": {
        "email": "[email protected]",
        "id": 1,
        "name": "Mr. Roboto"
      },
      "brand_id": 123,
      "cause": "Detected as spam",
      "content": "Out Of Office Reply",
      "created_at": "2009-07-20T22:55:29Z",
      "id": 3437,
      "recipient": "[email protected]",
      "subject": "Not just anybody!",
      "ticket_id": 67321,
      "updated_at": "2011-05-05T10:38:52Z",
      "url": "https://example.zendesk.com/api/v2/tickets/35436.json",
      "via": {
        "channel": "web"
      }
    }
  ]
}

Delete Suspended Ticket

• DELETE /api/v2/suspended_tickets/{suspended_ticket_id}

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
suspended_ticket_id	number	Path	true	The id of the suspended ticket to retrieve

Using curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/{suspended_ticket_id}.json \
  -v -u {email_address}:{password} -X DELETE

Example Response

Status 204 No Content

Delete Multiple Suspended Tickets

• DELETE /api/v2/suspended_tickets/destroy_many?ids={ids}

Accepts up to 100 ticket ids.

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
ids	string	Query	true	A comma separated list of ids of suspended tickets to delete.

Using curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/destroy_many.json?ids=1,2 \
  -v -u {email_address}:{password} -X DELETE

Example Response

Status 204 No Content