Suspending a user

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 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 the Ticket options menu in the upper right, 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.
Have more questions? Submit a request

Comments

  • Avatar
    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. 

  • Avatar
    Danny Dang

    Is this feature going to be added to Lotus?

  • Avatar
    Anton de Young

    Danny, 

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

  • Avatar
    Pedro Rodrigues

    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?

  • Avatar
    Justin

    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. 

  • Avatar
    Pedro Rodrigues

    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".

  • Avatar
    Justin

    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. 

  • Avatar
    Peter Sterkenburg

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

  • Avatar
    Jennifer Rowe

    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.

  • Avatar
    Support

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

  • Avatar
    Jennifer Rowe

    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!

  • Avatar
    Tetris Kiki

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

  • Avatar
    Damian Helme

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

  • Avatar
    Krissy

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

  • Avatar
    Justin

    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. 

  • Avatar
    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.

  • Avatar
    Flash Routers

    The same ip address is bombarding us with spam requests.

     

    Can we ban an IP Address?

  • Avatar
    Justin

    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-and-blacklist-to-control-access-to-your-Zendesk

     

  • Avatar
    Ron Vichar

    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.

  • Avatar
    Justin

    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! 

  • Avatar
    Carolina Speroni

    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!

  • Avatar
    Ron Vichar

    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.

  • Avatar
    Carolina Speroni

    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 :)

  • Avatar
    Ron Vichar

    If you suspend a user they can not create tickets.

  • Avatar
    Carolina Speroni

    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.

  • Avatar
    Brandon K.

    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.

  • Avatar
    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.

  • Avatar
    Anton de Young

    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. 

  • Avatar
    Matt H

    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.

  • Avatar
    Johanne Leveille-Schirm

    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