Suspended Tickets

In most cases, when an end user submits a support request by email, the email becomes a new ticket or adds a comment to an existing ticket. However, in certain cases, the email becomes a suspended ticket. It remains suspended until someone reviews the email and decides whether to accept or reject it. If no one reviews it, the email is deleted after 14 days.

You can use this API to list, recover, or delete suspended tickets. For more information about suspended tickets, 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.

curl

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

Example response(s)

200 OK

// 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/{id}

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
id	number	Path	true	id of the suspended ticket

curl

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

Example response(s)

200 OK

// 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/{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
id	number	Path	true	id of the suspended ticket

curl

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

Example response(s)

200 OK

// 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 ids (the auto-generated id, not the ticket id.) 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.

curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/recover_many.json?ids={id1},{id2} \
  -v -u {email_address}:{password} -X PUT

Example response(s)

200 OK

// 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/{id}

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
id	number	Path	true	id of the suspended ticket

curl

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

Example response(s)

204 No Content

// Status 204 No Content

null

Delete Multiple Suspended Tickets

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

Accepts up to 100 ids (the auto-generated id, not the ticket id.)

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.

curl

curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/destroy_many.json?ids={id1},{id2} \
  -v -u {email_address}:{password} -X DELETE

Example response(s)

204 No Content

// Status 204 No Content

null

Suspended Ticket Attachments

• POST /api/v2/suspended_tickets/attachments

Makes copies of any attachments on a suspended ticket and returns them as attachment tokens. If the ticket is manually recovered, you can include the attachment tokens on the new ticket.

Allowed For

• Unrestricted agents

Parameters

Name	Type	In	Required	Description
id	number	Path	true	id of the suspended ticket

curl

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

Example response(s)

200 OK

// Status 200 OK

{
  "upload": {
    "attachments": [
      {
        "content_type": "application/ics",
        "content_url": "https://company.zendesk.com/attachments/token/tyBq1ms40dFaHefSIigxZpwGg/?name=calendar.ics",
        "file_name": "calendar.ics",
        "id": 367,
        "size": 1166,
        "thumbnails": [],
        "url": "https://company.zendesk.com/api/v2/attachments/367.json"
      }
    ],
    "token": "yrznqgjoa24iw2f"
  }
}

Export Suspended Tickets

• POST /api/v2/suspended_tickets/export

Exports a list of suspended tickets for the Zendesk Support instance. To export the list, the endpoint enqueues a job to create a CSV file with the data. When done, Zendesk sends the requester an email containing a link to the CSV file. In the CSV, tickets are sorted by the update timestamp in ascending order.

Allowed For

• Unrestricted agents

Rate limits

Limited to one request per minute and up to one million records in return. The rate-limiting mechanism behaves identically to the one described in Usage limits. We recommend using the Retry-After header value as described in Catching errors caused by rate limiting.

curl

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

Example response(s)

200 OK

// Status 200 OK

{
  "export": {
    "status": "enqueued",
    "view_id": "suspended"
  }
}