Suspending a user

What's my plan?

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.

Admins can also suspend agents.

Note: When an agent is suspended, their paid agent seat is still considered occupied. Downgrade the agent to an end user to release their seat.

Suspending an agent in Support also blocks them from using Sell.

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

Users aren't notified that they have been suspended. Instead, they can't sign in anymore. If a ticket requester is suspended, they won't receive email notifications for the ticket. Any CC'd users on the ticket won't receive notifications either, and incoming email replies from CC'd users are sent to the suspended tickets queue.

This article contains the following sections:

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

Suspending a user

When a user is suspended, the following applies:

• Any new support requests received from the user’s registered identities are added to the suspended tickets queue.
• Suspended users also can't sign in and create new tickets via the API.
• A ticket won't be created if a suspended user calls any of your Talk lines.
• Suspended users no longer receive notifications from Guide articles or sections they follow.

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 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 the Customers icon () 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 the Customers icon () 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.