The Zendesk Suspended Tickets API lets you programmatically find and manage inbound emails that Zendesk quarantines as suspended before they become tickets. You can list and inspect these messagesincluding subject, body, sender, recipients, and the machine-readable reason they were suspended (such as spam, auto-reply, bounces, or mail loops)and then either recover them to create normal tickets or permanently delete them, individually or in bulk.
openapi: 3.1.0
info:
version: "1.0"
title: Zendesk Suspended Tickets
description: Needs a description.
paths:
/api/v2/suspended_tickets:
parameters:
- $ref: '#/components/parameters/SuspendedTicketsSortBy'
- $ref: '#/components/parameters/SuspendedTicketsSortOrder'
get:
operationId: ListSuspendedTickets
tags:
- Suspended Tickets
summary: Zendesk Get Api V2 Suspended_tickets
description: >
#### Allowed For
* Admins and [agents in custom roles with
permission](https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd)
to manage suspended tickets on Enterprise plans
* Unrestricted agents on all other plans
#### Sorting
You can sort the tickets with the `sort_by` and `sort_order` query
string parameters.
#### Pagination
* Cursor pagination
See [Pagination](/api-reference/introduction/pagination/).
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/SuspendedTicketsResponse'
examples:
default:
$ref: '#/components/examples/SuspendedTicketsResponseExample'
/api/v2/suspended_tickets/{id}:
get:
operationId: ShowSuspendedTickets
tags:
- Suspended Tickets
summary: Zendesk Get Api V2 Suspended_tickets Id
description: >
#### Allowed For
* Admins and [agents in custom roles with
permission](https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd)
to manage suspended tickets on Enterprise plans
* Unrestricted agents on all other plans
parameters:
- $ref: '#/components/parameters/SuspendedTicketId'
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/SuspendedTicketsResponse'
examples:
default:
$ref: '#/components/examples/SuspendedTicketsResponseExample'
delete:
operationId: DeleteSuspendedTicket
tags:
- Suspended Tickets
summary: Zendesk Delete Api V2 Suspended_tickets Id
description: |
#### Allowed For
* Unrestricted agents
parameters:
- $ref: '#/components/parameters/SuspendedTicketId'
responses:
'204':
description: No Content response
/api/v2/suspended_tickets/{id}/recover:
put:
operationId: RecoverSuspendedTicket
tags:
- Suspended Tickets
summary: Zendesk Put Api V2 Suspended_tickets Id Recover
description: >
**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](#recover-multiple-suspended-tickets) endpoint with the single
ticket.
This endpoint does not queue an asynchronous job that can be tracked
from [Job
Statuses](/api-reference/ticketing/ticket-management/job_statuses/).
Instead, it processes the request with a synchronous response.
- If all recoveries are successful, it returns a 200 with a `tickets` array in the response.
- If all recoveries fail, it returns a 422 with a `suspended_tickets` array in the response.
- If there is a mixture of successes and failures in a single call, it returns a 422 with a `suspended_tickets` array of the failures in the response.
#### Allowed For
* Admins and [agents in custom roles with
permission](https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd)
to manage suspended tickets on Enterprise plans
* Unrestricted agents on all other plans
parameters:
- $ref: '#/components/parameters/SuspendedTicketId'
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/RecoverSuspendedTicketResponse'
examples:
default:
$ref: '#/components/examples/RecoverSuspendedTicketResponseExample'
'422':
description: Recovery failed response
content:
application/json:
schema:
$ref: >-
#/components/schemas/RecoverSuspendedTicketUnprocessableContentResponse
examples:
default:
$ref: >-
#/components/examples/RecoverSuspendedTicketUnprocessableContentResponseExample
/api/v2/suspended_tickets/attachments:
parameters:
- $ref: '#/components/parameters/SuspendedTicketId'
post:
operationId: SuspendedTicketsAttachments
tags:
- Suspended Tickets
summary: Zendesk Post Api V2 Suspended_tickets Attachments
description: >
Makes copies of any attachments on a suspended ticket and returns them
as [attachment
tokens](/api-reference/ticketing/tickets/ticket-attachments/). If the ticket is manually recovered, you can include the attachment tokens on
the new ticket.
#### Allowed For
* Admins and [agents in custom roles with
permission](https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd)
to manage suspended tickets on Enterprise plans
* Unrestricted agents on all other plans
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/SuspendedTicketsAttachmentsResponse'
examples:
default:
$ref: >-
#/components/examples/SuspendedTicketsAttachmentsResponseExample
/api/v2/suspended_tickets/destroy_many:
parameters:
- $ref: '#/components/parameters/SuspendedTicketsDeleteIds'
delete:
operationId: DeleteSuspendedTickets
tags:
- Suspended Tickets
summary: Zendesk Delete Api V2 Suspended_tickets Destroy_many
description: >
Accepts up to 100 ids (the auto-generated id, not the ticket id.)
#### Allowed For
* Admins and [agents in custom roles with
permission](https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd)
to manage suspended tickets on Enterprise plans
* Unrestricted agents on all other plans
responses:
'204':
description: No Content response
/api/v2/suspended_tickets/export:
post:
operationId: ExportSuspendedTickets
tags:
- Suspended Tickets
summary: Zendesk Post Api V2 Suspended_tickets Export
description: >
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
* Admins and [agents in custom roles with permission](https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd) to manage suspended tickets on Enterprise plans
* Unrestricted agents on all other plans
#### 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](/api-reference/ticketing/account-configuration/usage_limits/#monitoring-your-request-activity).
We recommend using the `Retry-After` header value as described in [Catching errors caused by rate limiting](/documentation/ticketing/using-the-zendesk-api/best-practices-for-avoiding-rate-limiting#catch).
responses:
'200':
description: Ok
content:
application/json:
schema:
$ref: '#/components/schemas/SuspendedTicketsExportResponse'
examples:
default:
$ref: '#/components/examples/SuspendedTicketsExportResponseExample'
/api/v2/suspended_tickets/recover_many:
parameters:
- $ref: '#/components/parameters/SuspendedTicketsRecoverIds'
put:
operationId: RecoverSuspendedTickets
tags:
- Suspended Tickets
summary: Zendesk Put Api V2 Suspended_tickets Recover_many
description: >
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
* Admins and [agents in custom roles with
permission](https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd)
to manage suspended tickets on Enterprise plans
* Unrestricted agents on all other plans
responses:
'200':
description: Success response
content:
application/json:
schema:
$ref: '#/components/schemas/RecoverSuspendedTicketsResponse'
examples:
default:
$ref: '#/components/examples/RecoverSuspendedTicketsResponseExample'
components:
schemas:
SuspendedTicketsResponse:
type: object
properties:
suspended_tickets:
type: array
items:
$ref: '#/components/schemas/SuspendedTicketObject'
RecoverSuspendedTicketResponse:
type: object
properties:
ticket:
type: array
items:
$ref: '#/components/schemas/TicketObject'
SuspendedTicketsAttachmentsResponse:
type: object
properties:
upload:
type: object
properties:
attachments:
type: array
items:
$ref: '#/components/schemas/AttachmentObject'
token:
type: string
description: Token for subsequent request
readOnly: true
SuspendedTicketsExportResponse:
type: object
properties:
export:
type: object
properties:
status:
type: string
readOnly: true
view_id:
type: string
readOnly: true
RecoverSuspendedTicketsResponse:
type: object
properties:
tickets:
type: array
items:
$ref: '#/components/schemas/TicketObject'
tags:
- name: Suspended Tickets