Suspending a user

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58 Comments

  • Gabriel
    Zendesk Customer Care
    Hello Melissa, 

    I hope all is well! This information is available for customers using Audit Logs. Kindly check that the feature shows the author and the action:


     
    I hope this helps! Thanks! 
    1
  • Michael M. Adams

    Is there a way of totally blocking the email address? I know we can add an email to the blocked list but that just puts it in the suspended status. I would rather be able to bounce any email send from a specific domain... we are getting hammered by a bunch of different email addresses from one specific domain.

    0
  • Gabriel Manlapig
    Zendesk Customer Care

    Hi Michael,

    To completely block support requests from specific users, enter the keyword reject: in front of an email address or domain list in the blocklist. Tickets will not be added to the suspended tickets queue and there will be no record of the ticket in your Zendesk.

    For example:

    blocklist: reject:randomspammer@gmail.com reject:megaspam.com

    I hope this helps! 

    0
  • Michael M. Adams

    Still getting terribly spammed by fidelitylifeandhealth.com, do I have it saved right in my image below?

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Michael,

    The screenshot you provided is CC's and followers blocklist this only prevents an address from being added as a ticket CC, but still allows the email addresses / email domain to submit tickets.
     
    To edit your blocklist and allowlist
    1. In Admin Center, click People in the sidebar, then select Configuration > End users.
    2. Enter your Allowlist and Blocklist settings.
     

     
    For more information, see Setting up your blocklist and allowlist
    0
  • Michael M. Adams

    Ah, ok thanks!

    0
  • Amanda McCarthy

    An agent has finished their internship with us so we want to utilise the seat they were using in our Help Desk. How can I delete the agent to make the seat available to someone else? 

    Also what will happen to all of their closed tickets they were assigned to? 

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Amanda,

    I would recommend taking a look at this article regarding best practices for removing agents. This article will also walk you through steps for downgrading an agent so you can free up your agent license available to another member of your team.
     
    I hope this helps!
    0
  • CJ Johnson

    How can I tell when and who suspended a user? 

    Edit; It turns out that suspending a user is marked as a "Create" action, but unsuspending is an "Update" action. Makes it real hard to find those suspensions!

    0
  • Jani Oksanen

    Wow, I have to comment to see one message here, strange. I deleted my message and it disappearead. So I'm posting again lol.

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  • Shannon Pesta
    Zendesk Customer Care
    Hi Jani! 
     
    To answer your question, this information is available for customers using Audit Logs. With this feature, you can see the event of the author and the suspending action:
     

     
    Hope that helps! 
    0
  • Marcone Soares Moreira

    Is there a way to automatically downgrade suspended users? We use Azure AD provisioning (SCIM) and after removal, users remain as agents, occupying seats.

    0
  • Elisa Simicevic - agent

    Hi, is there a way to bulk suspend users?

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  • Sabra
    Zendesk Customer Care

    Hey Elisa Simicevic - agent! One of the easiest way to bulk-suspend users would be with the Super Admin app which is free in our App Marketplace. Alternatively, you could look at using our APIs to bulk update the suspended property for users using the Update Many Users endpoint. 

    1
  • Elisa Simicevic - agent

    Will take a look! Thank you so much, Sabra! 

    0
  • Nora

    Hello!

    Our Product Specialists have requested access to this feature, however when I choose Manage User Fields -  Can access the user fields admin page and create, edit, update, and delete user fields - this doesn't allow this role to suspend users - what needs to be updated in the role for them to be able to do this?

    Thanks

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  • Fabio Gomes

    Is it possible to upload a CSV of users that I want to suspend?

    1
  • Arianne Batiles
    Zendesk Customer Care

    Hi Nora

    Agents can only suspend end-users when they have access to add and edit within the organization or all users.

    1
  • Arianne Batiles
    Zendesk Customer Care

    Hi Fabio Gomes

    You can bulk import users via CSV and add a tag to these users you want to suspend. You can then use our API to bulk suspend these users. 

    0
  • Martin St-Onge

    Can we suspend at the organization level?  All users within that organization at the same time?

    0
  • Viktor Osetrov
    Zendesk Customer Care
    Hello Martin,

    You can suspend all users from specific organizations if they have the same email domain via the blocklist option.  
    You should add something like that:
    reject:example.com where "example.com" is a potential name of their organization domain. 

    Hope it helps
    0
  • CuboAi Team

    Hi there, help is needed!!

    I got a team member suspended by the system suddenly but after I restored its access in Support, the account remains suspended still. Can anyone give me some advice? Thanks. 

    0
  • Christine
    Zendesk Engineering
    Hi CuboAi Team,

    We'll continue to assist you on the support ticket you raised with our team. Kindly check your email, we'll wait for your response with more details so we can provide recommendations to fix the issue. Thank you!
    0
  • Niki D.

    Can you export a list of all suspended users? 

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Niki,

    You can use the Advanced Search App with the following search operator:
     
    is_suspended:true
     
    And selecting the Users column. 


    Once a search is done, you have the ability to click into any of the results. The results can also be exported in CSV format by clicking the Download CSV.
     
    For more information on using advanced search, see the article: Installing and using the Advanced Search app

    I hope that helps!
     
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  • Lynn Voie

    We need to have a caller suspended so that either they cannot reach us or at least be identified on the incoming call they are suspended--allowing the agent to dismiss the call. Just 'not creating a ticket' does not meet that need. Is there any way to accomplish this?

     

    0
  • Jupete Manitas
    Zendesk Customer Care
    Hi Lynn, thanks for writing in. 
     
    It is native at the moment that when you suspend a user there isn't a ticket to be created including calls. As guided here, Suspending a user
    "Suspended users also can't sign in and create new tickets via the API, and won't have tickets created if they call any of your Talk lines." However, any new support requests received from the user’s registered identities are added to the suspended tickets queue. We hope this clarifies.
     
    Hence, we encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
    0
  • Joshua Bentley

    Lynn Voie or Lynn Voie (you have two profiles apparently) - in order to block a number, you not only have to suspend them, but also go into the Blocked Numbers setting in Talk. Admin Center > Channels > Talk > Blocked Numbers. Click "Add number" then choose "Equal to" and put in the phone number. I just copy and paste the phone number from the contact record. I hope this helps!

    0

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