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How do I unsuspend access for a user?

Mackenzie Tyler
  • Edited
Zendesk Customer Care

Question

I added my customer's email address to the allowlist, but their emails still route to my Suspended tickets view. How do I make sure the valid tickets that should be accepted do not end up in the Suspended tickets view?

Answer

If users were manually suspended or had their tickets marked as spam in the past then adding them to an allowlist may not be sufficient for Zendesk to accept their tickets again. If emails are still suspended even after allow-listing the address of the end user, check the end user's profile to see if they have been flagged as a suspended user. You will see the message, This user has been suspended, at the top of their profile.

this user is suspended message in user profile

To unsuspend a user

  1. Navigate to the user's profile page
  2. Click on the Ticket options menu in the upper right, then select Unsuspend access.


ticket options drop down field in the user profile with unsuspend access selected

For more information, see the article: Using the blocklist and allowlist to refine the suspended tickets view.

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5 Comments

  • Alec Lively

    this is no longer the correct method. I'll save you an hour on the support lines.

    0
  • Dave Dyson

    Hi Alec,

    Thanks for the heads-up! I'll see that this gets updated.

    0
  • Dave Dyson

    @... we've corrected the instructions on unsuspending a user – thanks again for pointing this out!

    0
  • EJ Sifuentes

    Can I mass unsuspend accounts? We integrated our Active Directory and many accounts were set to suspended and it's causing issues.

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Ej,

    Currently, there is no one-stop shop way to go about bulk / mass unsuspend users in an attempt to make the overall process more efficient.
     
    I would recommend leveraging our API with a custom script. You could use the Update many users endpoint to do this. 
     
    The cURL would looks something like this:
     
    curl https://[subdomain].zendesk.com/api/v2/users/update_many.json?ids=1,2,3 \  
    -d '{"user": {"suspended": false}}' \  
    -H "Content-Type: application/json" -X PUT \  
    -v -u {email_address}:{password}
     
    Hope this helps clarify things better!
     
    0

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