Users can be suspended, which means that they are no longer able to sign in and any new support requests you receive from the user are sent to the suspended tickets queue. This can be done by either marking tickets as spam, which deletes the ticket and suspends the user at the same time, or by marking the user as suspended in their user profile. Agents can suspend end-users and administrators can suspend both end-users and agents.
Users are not notified that they have been suspended, they simply cannot sign in anymore. You can unsuspend users, which restores their previous login credentials and access privileges. If the ticket requester is suspended, they will not receive email notifications for the ticket. A CC'd user will receive a notification for the update.
- Click the Search icon () in the top toolbar.
- 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.
- Click the Ticket options menu in the upper right, then select Suspend access.
Suspended users are flagged as such and they can no longer sign in. In most cases, new support requests received from the user's registered identities (email addresses, Twitter, etc.) are added to the suspended tickets queue. You can manually release or delete their suspended tickets. Additionally, suspended users do not get a ticket created when they call any of your Talk lines and can't create new tickets via the API.
Suspended users can still chat, but no ticket is created. If you want a suspended user to not have the ability to chat, you must ban them from chatting (see Banning visitors from accessing Chat).