The Scenario
The support inbox has been flagging it for weeks: the suspended tickets queue has hit 500 and nobody's reviewed it since January. Suspended tickets in Zendesk are potential customer conversations that got caught by spam filters or blocklist rules — some of them are legitimate, and the queue is now large enough that the team can't evaluate them one by one through the admin UI.
Someone needs to export the full list so the team can triage which tickets to recover.
The bad version:
- Open Zendesk Admin, navigate to Suspended Tickets.
- Look at the paginated list. Note that it shows 25 per page and you have 500 tickets.
- Click through 20 pages, manually noting subject, cause, and requester for anything that looks legitimate.
- Realize you can't actually evaluate 500 tickets through a paginated web UI and decide to either skip it or spend the better part of a day clicking.
A 500-ticket suspended queue isn't a support problem — it's a data management problem. The evaluation only becomes tractable when the data is in a spreadsheet where the team can filter by cause, sort by date, and make decisions in bulk.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Google Sheet. It uses the Zendesk integration to export the full suspended ticket queue in one operation.
Open the SheetXAI sidebar in your triage sheet and paste:
Export all suspended tickets from Zendesk into this sheet with columns for ticket ID, subject, cause of suspension, requester email, and created date
What You Get
- One row per suspended ticket — all 500.
- Ticket ID, subject, suspension cause, requester email, and created date in columns A through E.
- The team can now filter by cause, sort by date, and mark which tickets to recover.
500 rows in a spreadsheet beats 20 pages of paginated admin UI for triage.
What If the Data Is Not Quite Ready
You want to separate by suspension cause for faster triage
Export all Zendesk suspended tickets and write to this sheet — put 'Rejected' cause tickets in the 'Rejected' tab and 'Spam' cause tickets in the 'Spam' tab and any other cause in the 'Other' tab. Include ticket ID, subject, requester email, and created date in each tab
Three-tab split so the team can tackle the most common cause categories separately.
You only want suspended tickets from the last 30 days
Export all Zendesk suspended tickets created in the last 30 days — write ticket ID, subject, cause, requester email, and created date to this sheet
Scoped to recent submissions so the team doesn't have to manually filter out old tickets.
You want to flag requester domains that look legitimate
Export all Zendesk suspended tickets — ticket ID, subject, cause, requester email, and created date. Add a column flagging any ticket where the requester email domain is not 'gmail.com', 'yahoo.com', or 'hotmail.com' as 'possible legitimate sender'
Lightweight domain-based legitimacy flag to surface recoverable tickets faster.
Full suspended queue triage package
Export all Zendesk suspended tickets to the 'All Suspended' tab — ticket ID, subject, cause, requester email, and created date. On the 'Summary' tab, write total count and breakdown by suspension cause. Flag any ticket with a requester email from a .edu, .gov, or .org domain in column F of the 'All Suspended' tab as 'recover candidate'
Full export, cause breakdown, and recovery candidates flagged — one prompt, the triage sheet is ready for the team.
Try It
Get the 7-day free trial of SheetXAI and open a blank triage sheet, then export the suspended ticket queue. Related: search and export tickets by criteria for filtering the main ticket queue, or return to the Zendesk integration guide.