Forums/Documentation/Agent Guide

Suspending a user

Anton de Young
posted this on April 06, 2012 14:03

Users can be suspended, which means that they are no longer able to sign in to your Zendesk and any new support requests you receive from the user are sent to the suspended tickets queue. This can be done by either marking tickets as spam, which deletes the ticket and suspends the user at the same time, or by marking the user as suspended in their user profile. Agents can suspend end-users and administrators can suspend both end-users and agents.

Users are not notified that they have been suspended, they simply cannot sign in anymore. You can unsuspend users, which restores their previous login credentials and access privileges.

To suspend a user
  1. Click the Search icon () in the sidebar.
    Zendesk Classic: The search field is in the upper-right of the top toolbar.
  2. Enter the name of the user you want to suspend in the search box and click the user's name when it appears.

    Alternatively, you can open a user's profile from one of their tickets.

  3. Click User options in the bottom toolbar, then select Suspend access.

    Zendesk Classic: Select Actions > Suspend access.
Suspended users are flagged as such and they can no longer sign in. Any new support requests received from the user's registered identities (email addresses, Twitter, etc.) are added to the suspended tickets queue. You can manually release or delete their suspended tickets.

To unsuspend a user, follow the steps above and select Unsuspend access.

Note: You can also suspend a user from a ticket by marking the ticket as spam. For more information, see Marking a ticket as spam and suspending the requester.

 
 

Comments

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Shoghig Balkian

Quick note: It's a bit unfair that the first drop down version says "mark as spam and suspend requester" without mentioning that the ticket is going to be deleted.  Perhaps you can include a pop up notification asking "Are you sure you want to suspend this user and delete this ticket"  so that we know that we are deleting all record of that ticket. Also, including the link to suspend the user without deleting the ticket (e.g. option two "Zendesk Classic: To suspend a user") would be helpful. Thanks in advance for any feedback. 

June 05, 2012 11:02
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Danny Dang
coasthotels

Is this feature going to be added to Lotus?

August 21, 2012 11:25
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Anton de Young
Zendesk

Danny, 

You can now suspend and unsuspend users in Lotus. We just haven't gotten this doc updated. 

August 21, 2012 11:47
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Pedro Rodrigues
housetrip

Some of our end-users get suspended for some 'spammy' reason, and when they contact us again (this time a 'legitimate' contact) they end up in Suspended, which is expectable.

However, if the spam ticket was deleted, and there's no other record of this action, how can we know when was the user suspended? Is this information available at all?

August 29, 2012 00:45
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Justin Seymour
Zendesk

Hey Pedro: 

Since we don't have a way to track this directly, your best bet would be to view the users profile overview page. The Created and Last login sections should give you some idea of when that user was suspended. If the user is new, has an unverified email address and you have a record of a suspended ticket, you might be able to get a rough estimate of when that suspension occurred. 

August 29, 2012 05:08
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Pedro Rodrigues
housetrip

Hi Justin, thanks for your help. But if I had an email-only Zendesk, this wouldn't be possible, right? If users never login, I can't really estimate anything (because most users will have "Last login never".

August 29, 2012 05:23
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Justin Seymour
Zendesk

The Last login area won't be a perfect guide, but the account creation date might match with their original or existing suspended ticket. I wish we had a better solution for this, but there's just no record of exactly when a user was suspended. 

August 29, 2012 05:29
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Peter Sterkenburg
trustpilot

Please bring "Mark as spam and suspend requester" to Lotus: it's a small piece of functionality we use a lot. Thanks!

September 12, 2012 23:52
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Jennifer Rowe
Zendesk

Peter: It's definitely coming back! The team is working on it. Sorry, I don't have a date, but you will see it in the new Zendesk soon! Thanks for your comment.

September 18, 2012 09:52
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Support
ahead

I need the "Mark as spam and suspend requester" too :) it is the only reason I still use the old zendesk...

October 15, 2012 04:56
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Jennifer Rowe
Zendesk

The team is still working on the "Mark as spam and suspend requester" option and it's a high priority for them. So hopefully it won't be much longer....sorry for the delay!

October 15, 2012 08:51
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Tetris Kiki

Any word on the "Mark as spam and suspend requester' feature being added to Lotus? 

February 01, 2013 17:19
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Damian Helme

If the user is an agent, does suspending the user free up a licence?

February 06, 2013 07:59
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Krissy
tetrisonline

@damian: kinda curious.  in what scenario would you suspend a user that is an agent?  o.O

February 06, 2013 09:50
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Justin Seymour
Zendesk

Mark as spam and suspend requester is stil in the pipeline! 

Damian: You'll need to change the account role in order to free up an agent license. Suspending the user will not open an agent slot. 

February 06, 2013 09:50
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Damian Helme

Thanks for the responses:

@krissy - when they leave the company, for example. I'm guessing deleting them isn't sensible, because you want to keep their history.

@justin - ok thanks.

February 06, 2013 13:40
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Flash Routers

The same ip address is bombarding us with spam requests.

 

Can we ban an IP Address?

February 12, 2013 13:30
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Justin Seymour
Zendesk

Hey Flash: 

In the Enterprise version of Zendesk, access to your help desk can be restricted to specific IP addresses. This means that users from these IP addresses are the only users allowed to log in to the help desk. This includes all help desk users.

You also have the option of restricting access to just the agent login (agents must log in from the approved IP addresses), while allowing the end-user Web Portal to remain unrestricted. 

Unfortunately, there's no way to blacklist a specific IP as you would an email address. 

https://support.zendesk.com/entries/20549932-Using-the-whitelist-an...
 

February 13, 2013 04:49
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Ron Vichar
gtatech

I can suspend a user but nowhere to be found is the Mark as Spam and Suspend User mentioned above.  I am tired of these Search SEO tickets hitting the helpdesk.  Please advise.  Thanks.

February 28, 2013 08:45
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Justin Seymour
Zendesk

Hey Ron: 

The Mark as spam and suspended user hasn't made its way in to the new interface just yet. You can suspend the user from the profile, or blacklist the email address. Sorry for the hassle! 

February 28, 2013 11:00
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Carolina Speroni
leapfactor

I need to know if suspending a user also does not allow them to be CCed on a ticket, we had an issue with an email that was sent to our support and a cc was added with another support account with a similar system, this created an infinite loop in which both systems where sending emails and opening support tickets back and forth.

I want this email to be able to be cced on a ticket and receive notifications for a ticket they are involved in but not to be able to create new tickets if an email is received from them, will this be achived by using the suspend user feature?

Thanks!

March 30, 2013 18:32
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Ron Vichar
gtatech

Hi Carolina,

You should try enabling the feature where people can not add a cc: directly to the ticket via email.  Not sure if that answers your question or would help but I did see it in the settings.

March 31, 2013 10:30
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Carolina Speroni
leapfactor
Ron, the thing is I do need to be able to have that address as cc on tickets but not be able to open new tickets due to the above mentioned loop issue... that's why I was looking at the suspend user option rather than the cc blacklist :)
March 31, 2013 10:41
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Ron Vichar
gtatech
If you suspend a user they can not create tickets.
March 31, 2013 10:56
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Carolina Speroni
leapfactor
I do understand that of the feature, my question was: does suspending a user only disable the possibility of them creating a ticket or does it also block them from being a participant (cc) on a ticket as well? I only wish to not allow that email address to create a new ticket but I do wish for them to be able to add comments on existing tickets as a cc would. Hope this makes it more clear.
March 31, 2013 11:03
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Brandon K.
Zendesk

Hello Carolina,

Suspending a user will prevent them from receiving CC updates on tickets and route any email updates they make to the suspended tickets queue. I do not believe there is a way in the system to prevent your user from creating a new ticket, but allow them to update existing tickets. I've very sorry that I do not have a workaround for you.

April 01, 2013 16:28
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Will Pender

Is there a way to mark a user as a spammer in the forums?  I'm starting to get hit with spam there, now.

May 20, 2013 10:03
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Anton de Young
Zendesk

Will, 

Sorry, that's not currently possible. We get hit with spam now and then as well. We suspend the user's account and delete the posts and comments. 

May 23, 2013 07:05
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Matt H
jewelsolutions

I agree that it would be useful to allow suspending a user from logging into the web portal, but still allow them to be CC'ed on tickets.

August 14, 2013 22:52
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Johanne Leveille-Schirm
karoshealth

I suspended a user earlier this week. However, today I noticed that the user was still receiving update notification on tickets (for the organization their were part of). After looking around, I saw that the user was still subscribed to the organization so I unsuspended the user, unscribed her, and suspended her again. Now, she is no longer receiving updates. Is this how suspend is intended to work? I would have thought that once a user is suspended, Zendesk would not longer send notifications

October 10, 2013 13:40
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Bryant Plano
Zendesk

Hello there Johanne,

I am creating a ticket for you - you'll be hearing from me soon on this. Thanks!

 

October 21, 2013 11:06
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Peter Nelson
identifyus

With all of the spam problems affecting Zendesk, the ability to bulk suspend users is desperately needed. The current process of suspending a user is time consuming and inefficient and keeping suspended users listed in the people database is annoying. Please add a feature to bulk suspend users but then add them to a blacklist so they are not part of the current people database. Include the ability to bulk delete too as needed.

November 26, 2013 08:15
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Øyvind Eike Valaker
safran

+1 on Peter Nelson comment. Its already possible to bulk delete users. It shouldn't be to hard to add bulk suspend users.

December 11, 2013 23:17
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Doug Hynes
storagedna

what message does a suspended user encounter when they are suspended?  I would love to be able to suspend users who have not renewed our support contract and have a message specific to this to appear when they try to log in...

December 13, 2013 12:16
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Emily
Zendesk

Hi Peter and Oyvind, 

Our Forum Moderation tool requires you to approve every new forum post before it goes public. This tool allows you to bulk suspend or bulk whitelist your end-users. Forum Moderation has been a Web Portal staple and is now available in Help Center!

Hi Doug,

Once an end-user is suspended, they will see this message at the top of the login screen after entering their credentials:

Suspended.png

December 16, 2013 11:11
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Øyvind Eike Valaker
safran

Thank you Emily!

January 02, 2014 05:22
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Julie Saliba
contractexpress

Am I correct in assuming if a user is suspended but subscribed to a forum/thread they still see updates to this forum/thread?

January 07, 2014 03:50
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Emily
Zendesk

Hi Julie, 

While anyone can see public/unrestricted articles, a suspended end-user will no longer receive notifications about forum updates. 

January 07, 2014 13:53
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Liz Rosen
liquidplanner

Really?  I just suspended someone, but I can see that he still has 3 subscriptions - so I'm a bit paranoid.  Can I somehow unsubscribe him?  Thanks!

March 26, 2014 10:24
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Julie Saliba
contractexpress

Liz - if you "assume identity" as him, you can then unsubscribe him from the forums (and then "revert identity"from the top right)

Hope this makes sense

March 26, 2014 14:30
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Liz Rosen
liquidplanner

Thanks Julie, I got as far as assuming identity, but then I wasn't seeing how to figure out which posts he's subscribe to, only the total number.  Am I missing something totally obvious?  Thx again!

March 26, 2014 15:12
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Emily
Zendesk

Hi Liz, 

I'm creating a ticket on your behalf to troubleshoot further. I'll see you in that ticket shortly!

March 31, 2014 10:05
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Max Sadlowski
bibliocommons

If I suspend an End User and they are cc'd on tickets, will they still get email notifications on those tickets?

April 02, 2014 09:40
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Emily
Zendesk

Hi Max, 

A suspended End-user never receive cc notifications if they've been suspended. However, their name will not be removed from the cc field on the ticket, nor will the ticket be removed from the 'ccs' section of their End-user profile. That allows you to maintain a paper trail of what took place in ticket. You can rest assured, however, that a suspended End-user will never receive notifications for a ticket they were cc'd on while unsuspended.

April 04, 2014 15:59
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Liz Rosen
liquidplanner

Nobody ever got back to me, but I finally just figured out the answer to my own question above (from 3/26):  You can only assume the identity of an unsuspended end user if you want to assume their identity and unsubscribe them to be 100% certain they don't receive any further forum post updates.

April 08, 2014 08:03
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Graeme Carmichael
nhsggc

@Liz, Thanks for posting. You should find that suspended users do not receive forum updates, but I can understand you wanting to make sure.

April 08, 2014 08:18
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Laura D.
Zendesk

Hi Liz, 

Sorry for the lack of response. In testing suspended users did not receive forum notifications - that follows general expected behavior for suspended users, Zendesk won't send them any notifications after they are suspended - CC notifications, ticket notifications, forum notifications etc. Please let us know if you ever come across anything to the contrary!

April 21, 2014 14:52
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Elizabeth Haney
homekeeper

@ zendesk Is anyone working on a way to suspend multiple users at once? Customer lists seem like they have great potential, if only... you could suspend multiple users at once! And you could filter on blank values.. eg. if Org is blank! Found about 20 spam users when I checked today and would love to save some time on this.

April 22, 2014 07:41