Service Desk

The Suspended Queue

Some inbound mail is held back for safety instead of becoming a ticket. The Suspended tab is where you review it and decide: recover or drop.

Not every email that reaches your support address should become a ticket. Auto-replies, spam, and messages that fail their sender checks would clutter your Inbox — or worse, create noise your team has to clean up. DevStride holds these back in the Suspended queue so a person can decide what to do with them.

Who sees it

The Suspended tab requires the Manage Requesters permission. Agents focused only on replying to customers won't see it. See Permissions.

What lands here

Open Service Desk → Suspended for a table of held messages, showing From, Subject, Reason, and Received. The Reason explains why each message was held:

Reason	What it means
Auto-response	The message looks like an automatic reply (an out-of-office or bounce), not a real request — held to prevent endless back-and-forth loops.
Rate limited	The sender sent an unusually high volume in a short time.
Spam	The message was flagged as likely spam.
SPF failed / DKIM failed / DMARC failed	The message failed an email authenticity check, meaning the sender's identity couldn't be verified.
Blocked sender	The message came from a requester you've blocked.

The Suspended tab. When no mail is held, it shows a clean empty state; held messages appear here with From, Subject, Reason, and Received columns for triage.

Some mail is dropped outright

A message carrying a virus, or an exact duplicate of one already processed, is discarded automatically and never appears in the queue — there's nothing useful to recover. The Suspended queue is only for messages a human might legitimately want to let through.

Recover or drop

Click a held message to open it, then choose:

Recover — let it through. DevStride processes it as if it had arrived normally, creating or continuing a ticket. Use this when a real customer message was held by an over-cautious check (a legitimate sender whose domain fails DMARC, for instance).
Drop — discard it. Use this for genuine spam or noise you don't want in your Inbox.

Make it a habit

Skim the Suspended queue periodically so a real request that tripped a filter doesn't sit unanswered. If a particular trusted customer keeps getting held, fixing their sender setup (or confirming they're not blocked) usually stops it.

Request Forms

Collect structured support requests through a form, in addition to email — with the fields you need, filed where you want.

Finding & Filtering Tickets

Because tickets are work items, you can find and report on support work anywhere in DevStride — filter by requester, company, or channel, and save the views you return to.