What happens to tickets sent to a restricted or closed Zendesk Support instance from unauthorized End-Users?

When tickets are sent to a restricted or closed Zendesk Support instance from unauthorized End-Users, they are suspended and placed in the suspended tickets queue for a duration of 14 days. This suspension allows for a period during which admins or authorized personnel can review these tickets. Suspended tickets are typically cases where the sender lacks the necessary permissions or is not registered as an End-User within the system, ensuring that unauthorized entries do not clutter the main ticketing workflow.

The design of this suspension process is to manage and maintain the integrity of the ticketing system while providing a chance for review and possible resolution if the ticket is deemed valid. If no action is taken within the 14-day window, the tickets may eventually be discarded or require additional handling depending on the organization’s policies regarding suspended tickets. This mechanism also prevents immediate deletion or frivolous forwarding of tickets to admins without a proper assessment, providing a structured approach to handling unauthorized submissions.