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Admins and agents can suspend end users who disrupt operations or spam your organization. Suspended users can't sign in, and their requests go to the Suspended tickets view. You can unsuspend users to restore access. Identify suspended users by the "Suspended" tag on their profile and in the Suspended users list. Manage suspensions to maintain a focused support environment.
Admins and agents with permission can suspend end users who disrupt operations or spam the organization. Suspended end users can no longer sign in to Zendesk, and any new support requests you receive from them are delivered to the Suspended tickets view.
Suspended users are flagged as such in your account. If needed, you can unsuspend users to restore their previous sign-in credentials and access privileges.
Agents cannot suspend other agents. To suspend an agent, admins should follow the process for downgrading and removing an agent.
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Suspending an end user
If an agent has permission to suspend end users, they can do so within a ticket or from the end user’s profile. Suspended end users can no longer sign in to Zendesk or submit new support requests.
End users are not automatically notified when they are suspended. Ask your admin for guidance on communicating the suspension to end users with an in-channel message or macro, if needed.
When an end user is suspended, the full impact on their account and on active tickets and conversations can vary depending on the channel through which they are suspended. See Understanding and managing end-user suspension.
This section includes the following topics:
Suspending an end user in a ticket
Agents can suspend users in a ticket.
To suspend an end user in a ticket
- In the ticket interface in Agent Workspace,
click the Ticket options menu (
). - Select Suspend user.
- Select a reason for suspending the user and
enter an optional description.
- Click Suspend user.
The user is labeled as suspended and appears in the Suspended users list.
If you've just suspended a user, it might take a few minutes for the suspended user to be displayed in the list. Wait for a few minutes, then refresh your browser page.
Suspending an end user from their profile
Agents can suspend end users from their user profile.
- Open an end user's profile using one of the
following methods in Support:
- Click the Search icon (
),
then search for the end user you want to
view. - Click the tab for the ticket requester's profile in a ticket.
- Click Customers (
) in the sidebar, then
clilck the end user's name.
- Click the Search icon (
- Click the user options menu in the top right,
then select Suspend.
- Select a reason for suspending the user and
enter an optional description, then click
Suspend user.
The user is labeled as suspended and appears in the Suspended users list.
If you've just suspended a user, it might take a few minutes for the suspended user to be displayed in the list. Wait for a few minutes, then refresh your browser page.
Unsuspending an end user
You can unsuspend users from their profile page or from the Suspended users list.
To unsuspend a user from their profile page- Open an end user's profile using one of the
following methods in Support:
- Click the Search icon (),
then search for the end user you want to
view.
- Click the tab for the ticket requester's profile in a ticket.
- Click Customers () in the sidebar, then
click the end user's name.
- Click the Search icon (
- In the upper left corner of the profile page,
click Unsuspend.
The end user is immediately unsuspended. There may be a delay before conversations can proceed as usual.
To unsuspend a user from the Suspended users list
- In Support, click Customers
() in the sidebar.
- Click Suspended users in the left sidebar.
- Click the Options menu (), then select
Unsuspend.
The end user is immediately unsuspended. There may be a delay before conversations can continue.
Identifying suspended users
Suspended users are labeled as suspended on the profile, context panel, and Customers page. Additionally, all suspended end users appear on the Suspended users list.
You can identify suspended users in the following ways:
- The Suspended tag appears in the customer context
panel.
- The User suspended status is indicated in the
upper-left corner on the user's profile.
- The Suspended tag appears next to the users name
on the Customers page.
Viewing suspended users
You can view all users that have been suspended in the Suspended users list. You can also search for suspended users.
If you've just suspended a user, it might take a few minutes for the suspended user to be displayed in the list. Wait for a few minutes, then refresh your browser page.
To view the Suspended users list
- In Support, click Customers
() in the sidebar.
- Click Suspended users in the left sidebar.
The Suspended users list appears.
- To take action on a specific user, you can do any of the
following:
- Click the user's name to view their profile.
- Click the options menu at the end of the user's row, then select an option to edit, unsuspend, or delete the user.
- In Support,
click the Search icon () in the upper-right of
the top toolbar to open the search
tool.
Alternatively, to limit your search to end users or internal team members, open the Customers page or the Team members page.
- Enter is_suspended:true in the search box, then
press Enter.
You can also enter is_suspended:true [name] to return all users with a specific name. For example, is_suspended:true Otis returns all users named Otis who have been suspended.