Banning visitors from accessing Chat

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  • Seretha Curry

    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.

  • Rudolph Beaton

    @... - 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. 

  • 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

  • Jay Clementson


    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? 

  • 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? 

  • Jay Clementson


    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.


  • USER-0123456789

    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. 


  • CJ Johnson

    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. 

  • Karen C. Early

    Thanks for posting! Very cool tip

  • Felix


    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

  • Dave Dyson
    Thanks for posting this tip, Seretha! 
  • 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.


  • 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


  • Neil
    Zendesk Customer Care


    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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