Ensuring Business Continuity: Zendesk Auto-Recovery Script for Suspended Tickets
Tools: Python | Zendesk | APIs
Cost Savings: $50,000 Monthly
Solar Panels
In the fast-paced world of B2B support, every interaction and case has critical implications. In the solar industry, it's essential to process interconnection requests and permit submissions quickly to accelerate installations and revenue recognition. Timely case creation and resolution are crucial for sustaining business operations and partnerships. Our organization faced significant challenges due to a high volume of emails, leading to ticket suspensions caused by Zendesk's hourly limit of 400 emails per domain. As a result, critical support tickets were often suspended, jeopardizing essential processes.
To resolve this issue, I developed a Python script that automatically identifies and recovers suspended tickets from a designated inbox, ensuring they are promptly converted into active cases in Zendesk. This automation eliminated the risk of losing or delaying critical requests, enhancing operational efficiency and driving positive bottom-line results.
The project emerged from observing significant disruptions caused by Zendesk's email suspensions. Hundreds of emails intended to create support cases were stuck in a suspended state due to exceeded hourly limits, which delayed essential interconnection and permit requests. Each missed or delayed case risked operational slowdowns and substantial business costs.
The auto-recovery script I developed continuously monitors and identifies suspended tickets. When detected, it automatically processes and converts them into active cases, effectively bypassing the bottleneck of hourly limits. This solution saved our business approximately $50,000 per month by ensuring uninterrupted support functions. The script has proven invaluable by reducing manual recovery efforts, maintaining continuous service, and significantly lowering operational costs.
This project is freely available for use and modification under the MIT license. You can access it on GitHub: Zendesk Auto-Recover Script.