DocumentationAPI Reference

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:

NameTypeRead-onlyMandatoryDescription
attachmentsarraytruefalseThe attachments, if any associated to this suspended ticket. See Attachments
authorobjecttruefalseThe author id (if available), name and email
brand_idintegertruefalseThe id of the brand this ticket is associated with. Only applicable for Enterprise accounts
causestringtruefalseWhy the ticket was suspended
cause_idintegertruefalseThe ID of the cause
contentstringtruefalseThe content that was flagged
content_htmlstringtruefalseSanitized HTML content when the suspended ticket was created from rich content. Omitted for plain-text suspended tickets.
created_atstringtruefalseThe ticket ID this suspended email is associated with, if available
error_messagesarraytruefalseThe error messages if any associated to this suspended ticket
idintegertruefalseAutomatically assigned
message_idstringtruefalseThe ID of the email, if available
recipientstringtruefalseThe original recipient e-mail address of the ticket
subjectstringtruefalseThe value of the subject field for this ticket
ticket_idintegertruefalseThe ticket ID this suspended email is associated with, if available
updated_atstringtruefalseWhen the ticket was assigned
urlstringtruefalseThe API url of this ticket
viaobjecttruefalseAn 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",  "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

Sorting

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

Pagination

  • Cursor pagination

See Pagination.

Parameters

NameTypeInRequiredDescription
pageQueryfalsePagination parameter. Supports both traditional offset and cursor-based pagination: - Traditional: ?page=2 (integer page number) - Cursor: ?page[size]=50&page[after]=cursor (deepObject with size, after, before) These are mutually exclusive - use one format or the other, not both.
per_pageintegerQueryfalseNumber of records to return per page. Note: Default and maximum values vary by endpoint. Check endpoint-specific documentation for limits.
sort_bystringQueryfalseThe field to sort the suspended tickets by. One of "author_email", "cause", "created_at", or "subject"
sort_orderstringQueryfalseThe order in which to sort the suspended tickets. This can take value asc or desc.

Code Samples

curl 
curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets \  -H "Authorization: Bearer {access_token}"
Go 
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/suspended_tickets?page=&per_page=50&sort_by=author_email&sort_order=asc"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}
Java 
import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/suspended_tickets")		.newBuilder()		.addQueryParameter("page", "")		.addQueryParameter("per_page", "50")		.addQueryParameter("sort_by", "author_email")		.addQueryParameter("sort_order", "asc");String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();
Nodejs 
var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/suspended_tickets',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },  params: {    'page': '',    'per_page': '50',    'sort_by': 'author_email',    'sort_order': 'asc',  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});
Python 
import requestsfrom requests.auth import HTTPBasicAuth
url = "https://example.zendesk.com/api/v2/suspended_tickets?page=&per_page=50&sort_by=author_email&sort_order=asc"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"GET",	url,	auth=auth,	headers=headers)
print(response.text)
Ruby 
require "net/http"require "base64"uri = URI("https://example.zendesk.com/api/v2/suspended_tickets")uri.query = URI.encode_www_form("page": "", "per_page": "50", "sort_by": "author_email", "sort_order": "asc")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

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",      "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",      "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

Parameters

NameTypeInRequiredDescription
idintegerPathtrueid of the suspended ticket

Code Samples

curl 
curl https://{subdomain}.zendesk.com/api/v2/suspended_tickets/{id} \  -H "Authorization: Bearer {access_token}"
Go 
import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/suspended_tickets/35436"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body