Suspending a user

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49 Comments

  • Nicole - Community Manager
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    Hi Heather - 

    Yes, suspended agents do technically still take up a license on your account. If you're looking for that not to count as a seat, you should demote the agent to end user and then suspend the user. You will also need to change your subscription to ensure that you are no longer charged for the seat. 

    More information on this can be found in the article "Best practices for removing agents" - particularly the section titled "Downgrading the agent's role." 

    Let us know if you have any additional questions, and Happy Zendesking!

     

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  • MiiiA Pty Ltd
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    Hi All. I just noticed something that is helpful.

    As mentioned by others, I was always frustrated by the fact if I open an Organization and browse the End-Users, from the outside list view it's not clear out of the 25 users which ones were suspended. We have to open each user individually to see this value.

    Now if you go to ADMIN/SETTINGS > People and use the SEARCH bar here, searching for the Organization Name itself will show all End Users in the results with the SUSPENDED red tag displayed appropriately.

    Not sure if my image upload will come through but I took a screenshot:

    Still no way of bulk suspending or un-suspending users, but this is still somewhat of a help for me.

    Dan 

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  • Nicole - Community Manager
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    Hey Dan - 

    You can un-suspend a user in their account in the agent interface. Their Help Center posts and comments will not be retrieved, but it does enable them to begin posting, commenting, and submitting tickets again. 

     

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  • Dana Canzano
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    admittedly perhaps a hack but given the circumstances...

    From the Users tab of the Organization view, so as to see which users are Suspended without having to open up each user record, after Suspending a user in the normal means, we then edit their Display name and simply append the string (Suspended).   Now when going to the Users tab one will see for example

     

    Smith, Joe (Suspended).

     

    its not pretty but given the circumstances

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  • Maggie Ungerboeck
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    I recently noticed that a suspended user still receives emails for any articles, sections or community forums and posts they are following in the Help Center. Should they still be receiving emails for these if they no longer can access the Help Center?

    We suspend users instead of delete them because we want to keep the ticket history; however, we don't want them to be receiving announcements about our product or community posts between our end users - some information that is shared could fall into the wrong hands. They can't go in and post since they can't log in but they are still privy to information that perhaps they shouldn't be receiving.

    Is there a way to stop the emails to the suspended user?  Or a way to unfollow them from the articles, posts, etc.?

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  • Barry Schwartz
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    We have an issue that if we suspend an end user, they just create a new account and continue to spam us with threatening tickets. They must be using VPN because blocking their IP address does nothing. Any suggestions?

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  • Jessie Schutz
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    Hi Maggie!

    Once a user is suspended they don't get any email notifications at all, not even for Help Center. I am very familiar with this, because if we accidentally suspend a user in the Community there is sometimes a LOT of information that needs to be restored. :)

    My educated guess is that whatever notification the suspended user is referring to came in before the suspension was actually processed. I see that you also have a ticket open about this with Laura in Tier 2 support. She'll be able to take a look at the logs for more detailed information, and will take excellent care of you!

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  • Jessie Schutz
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    Hi Barry!

    Is this one disgruntled individual, or are you getting spam tickets from a lot of different sources? I'm trying to understand if this is an issue with one user, or if it's a spam issue.

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  • Barry Schwartz
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    Hi Jessie!

    Yes, it's one disgruntled individual. We use SSO and the customer must have an account with our company to even create a ticket in Zendesk. We suspend the customer in Zendesk. Then they just create a new account with our company using a different email address and start creating Zendesk tickets again. This happens occasionally with different individuals. I was prompted to write because we are currently dealing with someone who has created over 2,000 tickets over a one month period. He rapidly submits tickets which could be in the hundreds before we discover it and suspend him.

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  • Jessie Schutz
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    Hey Barry!

    That sounds like a nightmare. One thing that comes to mind right now is blacklisting the email domain he's using. That may may or may not cause a problem, depending on whether you have a lot of other customers using it. And it may cause him to just move to a different email provider.

    Another thing you could do would be to lock your Zendesk down so that nobody can submit tickets unless they're already in your system. This, again, could be problematic if you have lots of people submitting tickets who haven't done it before.

    My thought process with both of these is that if you make it so he can't get access at all, he'll eventually give up and stop. Theoretically.

    I'm also wondering if there might be a way to suspend him in your email account so that his messages never get forwarded. Does he always have his name on his email accounts? Or are there specific phrases he uses over and over again? You might be able to create a filter in your email account that routes his email directly to trash or spam so they never get to your Zendesk.

    When you're dealing with just one person it's hard to know what the right course of action is, but hopefully these suggestions are at least a little helpful.

     

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  • Wes Shank
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    Does chat recognize that the user is suspended therefore preventing them from starting a chat?

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  • Nicole - Community Manager
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    Hey Wes - 

    Since chat is an unauthenticated experience, there's no way for it to recognize whether a user trying to initiate a chat has been suspended or not. Unfortunately, there's no way to prevent suspended users from starting a chat. 

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  • Rich Lorenzo
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    I've browsed through all of the posts and it seems there is no native feature within the UI to see a list of suspended users? Seriously?

    Is this attribute available via API?

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  • Dana Canzano
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    Rich

    it is available via the API  https://developer.zendesk.com/rest_api/docs/core/users   for which it returns a parameter named  'suspended'.   but also if interest is the parameter named 'last_login'  .  if a user hasn't logged in ### days, maybe they should be thus suspended

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  • Graeme Carmichael
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    Rich

    You can now search for suspended user using the search in Support. Enter the following text in the search box:

    is_suspended:true

     

     

     

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  • Rich Lorenzo
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    Thank you both Dana and Graeme, such a huge help!

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  • Robert Jerina
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    But also not such a huge help because there is no way to bulk edit those users still from the search.

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  • Rich Lorenzo
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    Yes Robert, that's true and I can see how that would be frustrating. We should be able to create views based on any end-user attribute just the same as tickets.

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  • Graeme Carmichael
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    Rich, Robert

    If you are looking to bulk delete suspended users, you can follow the steps here and then sort users by suspended status.

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