ban visitors in agent workspace
Hello, Zendesk Team!
Our team leads in the old version of chats (not in the agent workspace) had the rights to ban a user in the chat - directly from the chat window. When switching to agent workspace , this feature was lost, leaving only the ability to ban a user by IP address. But this is very inconvenient and does not always work correctly.
In ticket #10087547 we got the final answer about ban users: "In the agent workspace, we can not ban users, only through the IP address."
Do you plan to add the ability to quickly ban users directly in chats/messaging in agent workspace?
Thanks for your feedback. We realize banning users is an important feature and this is currently in our roadmap to deliver in future quarters.
At the moment, I do not have a date for the deployment unfortunately, we will post on the community as we get more updates.
Upvoting this post and adding weight to the OP's concerns.
The ability to ban users while in chat (as well as view their IPs) are crucial for our team's workflow.
I do hope that the ability to do this comes sooner rather than later.
Our team also requires the ability to ban customers from in-chat.
This feature was available on the old platform, but we cannot do this with Agent Workspace.
Hope we get a fix for this soon.
+1. We have some customers that return on different IP addresses to continue to harass agents. Having the ability to ban directly from chat would be helpful, as would the functionality that bases it (from what I understand) on a browser cookie in addition to IP address.
The product is completely un-adoptable until this feature is added. Not being able to block abusive end-users is not an option.
Totally agree with the other people here this is a must-have feature there are some customers
that abuse the chats and there isn't any native way to ban them on messaging.
This article says:
> Agents cannot ban visitors based on cookies, but they can ban visitors based on IP address.
How can an agent ban a visitor based on IP? I am struggling to find help documentation about this, and I do not see the "Banned" option under settings in the Agent Workspace-migrated account.
Unfortunately, it seems your legacy chat account doesn't support "Banned" option.
As a technical alternative, we can recommend to use a chat trigger for that.
Have attached an example:
Hope it helps
Thanks, Viktor Osetrov -- as a follow-up, how can I find a chatter's IP address? I'm not seeing that in the new visitor info pane within Agent Workspace.
Thanks for your reply. You can ban chat users using the "Suspend" option from a new agent workspace.
Technically it works the same way via banning IP addresses.
Please read more about it here - Suspending a user
Hope it helps
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