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.
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
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).
- 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.
- 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
- In Support, click the
Customers icon (
) in the sidebar.
- 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 the All customers list. The
Suspended tag appears next to suspended
users' names.
Viewing suspension details
Suspension details are available from the Suspended users list on the Customers page.
To view suspension details for a user
- In Support, click the
Customers icon (
) in the sidebar.
- Click Suspended users from the Customer lists to show a list of suspended users.
- Find a user and select Edit from the options
menu.
Details about the suspended user appear.
65 comments
Carrie Adkisson
Hello Destiny,
How would that apply to Messaging? We are seeing that suspended users are still able to initiate conversations with agents that show up as normal tickets to the agents. Is there a way to prevent this?
0
Audrey Ann Cipriano
Hi Carrie Adkisson the Suspend functionality only works for emails and unfortunately, we don't support banning capability on messaging yet.
I do see we already have this on the roadmap this year but don't have a definite timeline yet. We recommend following our Release notes and announcements so you'll be notified once this feature has been released. Thank you!
0
Danielle Hart
I noticed this morning that there is now an option to choose the reason for Suspending an end user as well as on the Customers page we can see a list of Suspended users. Both great things! However, after entering an Additional Comment along with the reason, where can those Comments be viewed?
0
이지훈(maclaude)
Hi. Danielle Hart
You can see the list of suspended end users and their reasons at customer > Customer List > Suspended Users ([Your Domain].zendesk.com/agent/user_filters).
From this list, you can find out Suspended by and Reason. It may be inconvenient, but you can also find out Additional comment by clicking the kebab button and clicking the edit menu.
And it seems that the users JSON API endpoint has not been updated yet.
1
Natalia Cardos
Hello :)
Is there a way to add custom reasons for suspending users?
I can see the default 3 options and “Other” where we can add comments, but for our internal process, it would help a lot if we could add custom reasons.
5