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Banning visitors from accessing Chat



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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17 comments

I have the same issue as Sara above. 

I cannot find the Ban Visitor option in the our workspace in an active chat. Has this functionality been removed?

To be clear, I am looking for the ability to ban a user during a chat interaction, not email. 

Thanks!

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Hello, 

Why hasn't the ability to ban an email from ZD Chat been established yet? Right now, we have a person trolling us and they continue to change the IP address but, they will use the same email address. 

What can be done? 

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Neil

Zendesk Customer Care

Hi,

For Support accounts that are on Agent Workspace, the ban visitor feature is not supported as mentioned in the Dashboard Limitation

If the Zendesk widget is nested in your Guide help center, you may opt to restrict the help center access to signed-in end-users and suspend those users that are sending spam messages.

If it is placed on an external site, you can apply the same concept as above, require the users to login before making the widget visible.

As for the option to ban visitors using via email address, no recent news of it's development yet.

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Rudolph

Zendesk Luminary

@... - Why is such a basic feature like banning a visitor in chat not yet implemented? Folks have been requesting this for over a year, and the fact that a single angry user can troll a company infinitely is absurd.

Zendesk really needs to get this basic feature implemented if Agent Workspaces is going to be taken seriously. 

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Hey,

Are any changes going to made to this topic? 

2 years ago: Specific to visitor banning, there is nothing in the roadmap for the next 6 months that would address this feature change.

6 days ago: As for the option to ban visitors using via email address, no recent news of it's development yet.

 

 

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Hi

Is there any possibility that we can add a timeframe for the ban? Like we can choose how long we ban this visitor, or an option to ban the visitor but it will be unbanned automatically after like 7 days

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Cheeny Aban

Zendesk Customer Care

Hi Felix,

Unfortunately, there is no native way to set a ban timeframe in Chat yet, but we understand your need for this functionality so I am marking this ticket as product feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

 

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Pooja Palan

Zendesk Product Manager

Hi Everyone,

Thank you for all of your questions on this post. We love your feedback. If you have more product feedback on this topic, we'd like to hear from you!

Please find some time to talk to our product directly at https://calendly.com/pooja-palan/30min?back=1&month=2021-08

Thanks!

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Am I reading this correctly that if you've migrated your chat tool into the agent workspace, there's no way to ban a customer? .... There's no solution to stop abusive bots/customers? 

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We just used the steps above and banned the IP of the end-user. As it turns out, there were 9 other chats using the same IP and they were all ended abruptly. There should be a disclaimer that this can happen as it caused a lot of confusion and angry end-users as they were sent back to the queue

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There's a workaround for this.  In Support, locate the email address for your user.  Assume the user's identity.  Start a chat by going to your help desk, etc.  When you answer the chat, you will have the opportunity to ban the visitor rather than the IP address.  Presto, good bye, bad actor.

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Thanks for posting this tip, Seretha! 

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It would be great if there was a note that despite a Reason being required, it does not get used or recorded anywhere, and functionally does nothing. 

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Thanks for posting! Very cool tip

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Seretha Curry Thanks for this tip! Is this workaround a possibility in Agent Workspace? It sounds like assuming the end user makes the ‘Ban a visitor’ button appear when it normally isn't an option possibly? I'm grateful for any further help/clarification you may have time to offer! 

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Zendesk please make it an option to ban a visitor in Agent Workspace - we need this functionality. Banning IP addresses is not sufficient. 

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Shawna James

Community Product Feedback Specialist

Hey Danielle, thank you so much for taking the time to provide us with your feedback here. It looks like you have product feedback and I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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