Suspending a user Follow

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Users can be suspended, which means that they are no longer able to sign in 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.

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.
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  • 0


    Is there a way I can view all suspended contacts? Further more, can I un-suspend them?



  • 1


    if you are an administrator,  this is not ideal, but you can...

    • Go to Admin>Manage>People.
    • On the right hand pane, there is a 'Bulk Management' widget. Select 'bulk end user delete'.
    • A list of users is shown and includes a sortable column headed 'suspended'.
    • Click the suspended column header until suspended users appear at the top.
  • 0

    Thank you Graeme. So I guess there is no other way to un-suspend but to delete the user? 

  • 1


    You can certainly unsuspend each user by going into each individual account. But I am not aware of  a way of doing that in bulk in the agent interface. 

  • 0

    Thanks for getting back to me. I only now found the 'unsuspend access' on the drop down. Thanks again!

  • 0


    Can you suspend an organization, rather than selecting each individual end-user? Also, are suspended accounts archived after a certain period of time - if so what is the time period?

    Thanks for your help!  ;o)


  • 0


    Sorry, but you cannot suspend an organisation. But this is a popular request that you may want to comment on or vote for here.

    Once a user is suspended, they stay suspended forever or until you unsuspend the user.

  • 0

    That's great, thanks for the update.

    Sorry, does a suspended account become archived / hidden after a certain time period?


  • 0


    No, suspended users do not become Archived or hidden after a certain period of time.

    However, some plans have Customer Lists. Suspended users do not appear on these lists.

  • 0

    Hi Sharon!

    It's not possible to suspend and entire Organization, just individual users. If you have a large group of users you want to suspend all at once, you could use our API to accomplish this.

    Hope that helps!

    Edited by Jessie Schutz
  • 0

    Hi, once the user is suspended, where do I find the User ID (so I can change the author of a HC article) please?


  • 0

    Forget that! by Jake Bantz is very helpful.

  • 0

    Hey Sue! Glad you got it figured out. :)

  • 0

    Ideally if I perform a search for the Organization name, select it, and then click on the Users tab I am presented with a list of N users associated with the Organization.    If the organization has 15 users associated, it is not clear to me how I can easily determine which of the accounts is active / deactivated other than clicking each user record.    Is there anyway in this display to include text or icon to indicate their account status?


    Edited by Dana Canzano
  • 0

    Hey Dana!

    This isn't currently possible, but there's a thread about in our Product Feedback forum: Indicator in organisation user list to show/filter suspended users.

    You'll see that it's currently marked as Planned; just bear in mind that this means it's something we intend to work on at some point, but doesn't necessarily mean that we're actively working on it right now.

    I'd encourage you to head over there to add your use case and vote to that thread. That's the best way to make sure that our Product Managers see your feedback!


  • 0

    Is there any way of seeing who suspended a user and why they were suspended?

  • 0

    Hi Marylou,

    You may be able to see it in "Audit logs" if you´re on Enterprise plan. Other than that you can always ask our support and they´ll be able to find this for you.


  • 0

    Can I suspend access via an import?

  • 0

    Hi Jeff!

    Looking at the documentation, it doesn't look like that's something that can be updated via bulk user update. But you can definitely do it via API!

  • 0

    Hi Jessie, 


    Your earlier comment ( suggests that the article describes how to bulk-suspend, but i don't see that option among the import values.


    Can you clarify? Or did you intend to delete the "suspended" users in bulk?



  • 0

    Hey David!

    Thanks for bringing this to my attention. The information in the comment you linked is inaccurate. I'll get that updated right away. I apologize for the confusion!

    The bulk user update/import function does not have the option to suspend a user but it can be done using our API, as I mentioned above.

    Apologies again for the mix-up!

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