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, 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 their profile to see if they were flagged as a suspended user. If the user was suspended, you will see the message This user has been suspended.
To unsuspend a user
- Navigate to the profile page of the user.
- Click the Ticket options menu in the upper right, then select Unsuspend access.
8 comments
Alec Lively
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Dave Dyson
Hi Alec,
Thanks for the heads-up! I'll see that this gets updated.
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Dave Dyson
@... we've corrected the instructions on unsuspending a user – thanks again for pointing this out!
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EJ Sifuentes
Can I mass unsuspend accounts? We integrated our Active Directory and many accounts were set to suspended and it's causing issues.
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Gabriel Manlapig
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:
Hope this helps clarify things better!
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Jack D Williams
Is there a way to see *who* suspended a user? And is it true that all of their community posts and comments get deleted once they are suspended?
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Hiedi Kysther
Hi Jack D Williams
Natively, we don't have a way to check who suspend a user. But, we can check our logs to confirm. If you have an end-user that got suspended and you'd like to know who suspends them, you can reach out to us so we can check it for you.
As for suspended user's community posts and comments, no - their posts and comments in Community will not be suspended. Suspended users will only gonna be able to logged in in Guide and if they sent an email, their ticket will be suspended. For reference: Suspending a user.
I hope this helps!
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SHAIHBAJ ANSARI
Sir, my Free Fire Eid has been in the making since 2 years. Please help me. Sir, I request the Free Fire team to get the kiss done for my Eid. Please get it done.
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