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Suspending a user prevents them from signing in and creating new tickets, while their requests go to the suspended tickets queue. You can suspend users from their profile or by marking tickets as spam. Suspended users are flagged in the system, and you can identify them via the Customers page. Unsuspend users to restore access when needed.

Agents and admins can suspend end users so that they can no longer sign in and any new support requests you receive from them are sent to the suspended tickets queue. Users aren't notified that they have been suspended. Instead, they can't sign in anymore.

Admins can also suspend agents. When an agent is suspended, their paid agent seat is still considered occupied. Downgrade the agent to an end user to release their seat.

Suspended users are flagged as such in your account. If needed, you can unsuspend users to restore their previous login credentials and access privileges.

This article contains the following sections:

  • Considerations
  • Suspending a user
  • Identifying suspended users
  • Viewing suspension details

Considerations

When a user is suspended, the following applies:

  • The user can't sign in and create new tickets via the API.
  • New support requests received from the user’s registered identities are added to the suspended tickets queue.
  • The user no longer receives notifications from help center articles or sections they follow.
  • If a ticket requester is suspended, they won't receive email notifications for the ticket.
  • Suspended CC'd users don't receive notifications. Additionally, any email replies they send are sent to the suspended tickets queue. If a ticket has multiple CC'd users and at least one of them is suspended, none of the CC'd users will receive notifications.
  • A ticket won't be created if a suspended user calls any of your Zendesk phone lines.

Suspending a user

You can suspend a user from their user profile or by marking tickets as spam, which deletes the ticket and suspends the user at the same time (see Marking a ticket as spam and suspending the requester).

Note: Users who have been shared to your account through ticket sharing can't be suspended.
To suspend a user
  1. Click the Search icon () in the top toolbar.
  2. Enter the name of the user you want to suspend in the search box and click the user's name when it appears.

    Alternatively, you can open a user's profile from one of their tickets.

  3. Click the Ticket options menu in the upper right, then select Suspend.

  4. Enter a reason for the suspension, then click Suspend user to confirm the suspension.

To unsuspend a user, follow the steps above and select Unsuspend.

Identifying suspended users

You can identify suspended users on the Customers page.

If you've recently suspended a user, it might take a few minutes for the suspended user to appear in the list. Wait for a few minutes, then refresh your browser.

To identify suspended users

  1. In Support, click Customers () in the sidebar.
  2. Identify suspended users by:
    • Viewing the All customers list. The Suspended tag appears next to suspended users' names.

    • Search for suspended users by entering the is_suspended search term in the search box. For example:
      • is_suspended:true returns all users who have been suspended.
      • is_suspended:true Otis returns all users named Otis who have been suspended.
    • Click the Suspended users list.

      You can view suspension details and delete users in bulk from this list.

Viewing suspension details

Suspension details are available from the Suspended users list on the Customers page.

To view suspension details for a user

  1. In Support, click Customers () in the sidebar.
  2. Click Suspended users from the Customer lists to show a list of suspended users.
  3. Find a user and select Edit from the options menu.

    Details about the suspended user appear.

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