Banning visitors from accessing Chat

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26 Comments

  • Ronald Devine

    So after you banned a visitor by this Cookie method or by IP or both. What is the User experience when they come to the Chat Widget next time???

    Does it tell them they are banned or will the widget never appear to them anymore?

    Please post a screen capture example of what it looks like. 

    If it does communicate that they are banned can this text be changed?

    Thanks.

    2
  • Jacob Johst Christensen
    Community Moderator

    I'm wondering the same as Ronald - how does the banned requester experience coming back after the ban?

    We use the Web widget for chat, webform and self-help, will a ban hide the widget entirely or simply suppress their access to chat?

    Thanks!

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Ronald and Jacob,

    Good question. If you are using the Chat standalone widget/Web SDK/Mobile SDK and you ban the visitor or use country blacklist settings and the visitor is from a blacklisted country, the widget will not load on the website (no UI) and the Web SDK/Mobile SDK will fail to establish a connection.

    The copy of the error in the Mobile SDK does not say they have been banned, just says there is an error connecting the visitor. 

    For the Web Widget when the contact form or help center is turned on along with Chat, the banned visitor will remain to see the Web Widget but will not see the Chat option in the contact options dropdown. 

    Hope that clarifies the product behaviour across the different widgets and SDKs. Let me know if you have any follow up questions.

    Thanks,

    Ramin

    1
  • Lance Le Roux

    HI there, I have a question regarding banning a visitor.
    How can I ban visitor post chat? NOT via API or IP?
    Use case:

    If I agents feel there is a visitor that needs to be reviewed, they pass the ticket over to our Fraud department.
    The Fraud department will then review the visitor and take the necessary action. Suspend the user in Support, block the number in Talk ..... but how do they do it in Chat?
    Thanks,

    Lance 

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Lance,

    Currently, there is no way to do a visitor ID ban post chat. You can do an IP ban post chat and if you want to do a visitor ban instead, the only workaround is to use the REST API: https://developer.zendesk.com/rest_api/docs/chat/bans#create-ban

    When you do a visitor ID, it bans the ID associated with the cookie in the browser. If the person uses another device or browser, the widget will appear for them. IP address bans are more permanent but might not be applicable if the IP address is shared with a building or institution. 

    If you need help using the REST APIs, I would recommend using a tool like Postman: https://www.getpostman.com/

    You could in theory create a daily task to bulk add the visitor bans using the REST APIs with your fraud department.

    -Ramin

     

    0
  • Lance Le Roux

    Hi there Ramin

    Thanks for the feedback. Is there any plan to develop this option?
    Say if I go to setting > Banned > Add Visitor

    From here I can select a drop-down menu with IP, Visitor ID or email address

    and set a condition that reason is a mandatory field? 

    I would also be helpful to see the agent who requested the ban
    I have attached what I am sure a number of ZD users would like to see.





    4
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Lance,

    Thanks for sharing your mocks. Currently, there are no plans to make changes to the banning feature but we are working on some bug fixes (like paging the list of bans better).

    As Chat looks at adding and supporting other messaging channels, things like IP and email address bans might not be applicable. 

    For the current experience, the only solution I can think of would be triggering the ban via the History tab (since most people won't know the visitor's ID). If/when we update features for banning, we will let you know. 

    Regarding the audit log of which agent logged the ban, add your vote to the request here: https://chat.zendesk.com/hc/en-us/community/posts/222347267-Agent-name-for-banning-visitors

    -Ramin

    0
  • Rudolph

    Hi Ramin,

    I would like to add my voice to requesting the exact feature Lance outlined. I would love to be able to ban by email. Since we can already do that during the chat, it seems like it would make sense to do that after the fact, as well.

    In general, I would like to see Zendesk put more effort on making Zopim a seamless addition to the ZD suite. It still feels like it's someone else's product stapled onto the rest. Don't get me wrong, it's a great product! But it doesn't feel like a ZD product.

    Thanks for your time,

    -Rudolph

    2
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Rudolph,

    Your feedback has been noted and we have projects in the pipeline that should make you happier with the integration between the channels.

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

    Thanks,

    Ramin

    1
  • Rudolph

    Thank you for the quick and honest reply!

    0
  • Jared

    Hi Ramin, 

    We're seeing that a chat transcript is still sent out after we ban the customer.

    Is there an easy way to make sure that banned customers, and only banned customers, don't receive the chat transcript?

    Thanks for your help! 

    Jared

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jared,

    I assume you are talking about the ticket created from the chat, correct? The banned state in Chat does not suspend the user in Support.

    If you do not want the transcript to be created, you will need to add a tag to the chat and then create/edit the trigger in Support to not send the email for the ticket update that includes the transcript if the tag is present.

    -Ramin

     

    0
  • Tiago Lourenço

    How do I unblock myself from a zendesk livechat from a website that scamed me to confront them?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Tiago Lourenço,

    I went ahead a created a ticket on your behalf so one of our advocates can assist. You should receive an email followed by a reply from our expert shorty. 

    Best regards. 

    0
  • Sara Milton

    I was trying to find out how do ban a user in the New Agent Workspace?

    The image in the article above seems to shows the classic chat interface, and I've been unable to locate the area in the ticket or Dashboard that would allow us to ban a user specifically.

    Thanks,

    Sara

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hi there Sara Milton,

    Can you confirm if this is what you are looking for the option to ban IP addresses in ZenDesk Support (not Chat)? You may also consider using the whitelist and blacklist to control access to Zendesk Support.

    I hope this leads you in the right direction but if not, any additional information you can provide is appreciated. :) 

    0
  • Trent Fingland

    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!

    1
  • Jay Clementson

    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? 

    1
  • Neil Grandez
    Zendesk Customer Advocate

    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.

    -3
  • Rudolph

    Neil Grandez - 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. 

    1
  • Jay Clementson

    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.

     

     
    0
  • Felix

    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

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    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.

     

    0
  • 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!

    0
  • James Green

    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? 

    0
  • Sydney Neubauer

    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

    0

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