Users can be suspended, which means that they can no longer sign in and any new support requests you receive from them are sent to the suspended tickets queue.
Both agents and admins can suspend end users. Admins can also suspend agents.
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.
Suspended users can still chat, but no ticket is created. You can prevent a suspended user from chatting by banning them (see Banning visitors from accessing Chat).
This article contains the following sections:
Suspending a user
When a user is suspended, any new support requests received from the user’s registered identities (email addresses, Twitter, etc.) are added to the suspended tickets queue. 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.
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 access.
To unsuspend a user, follow the steps above and select Unsuspend access.
Identifying suspended users
If a user is suspended, the “Suspended” tag appears next to their name on the Customers page.
Additionally, you can search for suspended users by searching on the Customers page using the is_suspended term. For example:
-
is_suspended:true Otis returns all users named Otis who have been suspended.
-
is_suspended:true returns all users who have been suspended.
49 Comments
Hi, my agents used to be able to use this function but it just suddenly disappeared and I cannot find any options to control the availability of this function. Is there a way to fix this?
Hey Hyungrae,
Agents should still see the option to suspend end-users unless you have custom roles set up on your end. I would check the role under Admin>Manage>People>Roles and confirm they have the ability to Manage User Profiles.
Let me know if that doesn't help!
It worked! Thank you Brett.
Happy to assist Hyungrae :)
Is there anyway to hide/remove Suspend Access from the dropdown? We have no need for this as we sync user changes from our CRM system and we don't want agents to Suspend Access and break the process, subsequently.
Hey Kate,
There's no way to change what is displayed in this drop-down menu at this time. You can customize agent roles so they don't have the ability to edit user profiles but that wouldn't remove the ability to suspend users from admins on the account.
Let me know if you have any other questions!
Is there a way that instead of sending incoming mail for a suspended user into suspense to instead send an auto-reply their message has been rejected?
Hi Everyone,
Thank you for all of your questions on this post. We love your feedback. If you have more product feedback on this topic, we'd like to hear from you!
Please find some time to talk to our product directly at https://calendly.com/pooja-palan/30min?back=1&month=2021-08
Thanks!
Hi Terry!
That is currently not a possible configuration of Zendesk and suspensions. I will mark that as product feedback though so our engineers can consider it in future releases.
Matt - Customer Advocate
Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com
I don't want my agents to be able to suspend a user. They have done it by accident. I can't see where to remove that from a role. They need to edit a user's record but not suspend.
There's currently no option to only remove the "suspend a user" access in an agent's role permission. You can modify the End-user profile access to Read only within the agent's role to disable the agent's access to suspend a user's account, however, this will also remove their ability to edit the user's profile.
See this article for more information: Permissions that agents with custom roles can have
Hope this helps!
It doesn't help. Our agents need to be able to update customer information, but we find that they also accidently suspend users on occasion.
I'm afraid that this is currently not possible with the current Zendesk functionality. I will mark that as product feedback though so our engineers can consider it in future releases.
How do I suspend all users from an Organization who is no longer a customer? I don't any functionality that would allow this behavior.
What happens after you suspend a user and then permanently delete user account, can the user then still reach out to us?
If you delete a user, there won't be a record of them being suspended, so they would be able to reach back out to you.
Is there a way to mark a ticket as spam, but not suspend the user? Our clients are musicians and often send us their newsletters or tour announcements which we want to be marked as spam, but if they send us a support ticket via the webform from the same email address, we want to be able to receive that. I recall that this was a feature that was possible before, did this recently get updated?
Hello Andrea, thank you for your question!
Unfortunately, marking a ticket as Spam without also suspending the user is not currently an option. The only workaround is to mark the ticket as Spam, then going to the user profile and unsuspending the user, but I'm afraid this cannot be done "automatically".
But this is a good suggestion to have. I can recommend that you create a feedback Post in our Community requesting this feature. You can explain your use case and the more traction this post gets, the more chances there are for our Development team to consider implementing this in the future.
I hope this was helpful!
Should Light Agents be able to suspend users? Ours get the option when deleting content from Gather but receive an error message when clicking the "Remove all content and suspend user" prompt.
Hey laurie -
That may depend on your agent settings. Do your regular agents run across this same issue? Or just your light agents?
Nicole Saunders just our Light Agents, and it doesn't look like I can modify how that role interacts with user profiles.
That's actually expected behavior and you won't be able to edit light agent permissions. These users would need to be a full agent on the account to be able to edit a users profile.
More information found here: Understanding and setting light agent permissions
Hope this clears up any confusion!
Is there a way to "tag" or set an alert on a list of users (identified by their email)? We have external users who email us who are PNG. We'd like to still receive the emails so we know they're reaching out, but have it flagged for staff so they know the person's status and can triage or respond accordingly.
Great question! You can tag user profiles using these instructions: Adding tags to users and organizations
You can then create a trigger that sends out an email notification to your team leads based on that tag. Tags associated with a user will automatically be applied to any ticket they submit.
Otherwise you can add notes to a users profile which will show up in the customer context window when viewing a ticket.
Let me know if that's not what you're looking for!
I would like to reinstate a user who was previously marked as a spammer. How do I do this?
You should be able to go to their profile like you would when suspending them and select that same drop-down. Since the user has been suspended you'll instead see the Unsuspend option.
Let me know if you don't see this on your end.
Thanks!
Is there any way to get a notification, or trigger anything at all when a user is suspended? We would like to notify the account manager when a user is suspended so that they can update the contact roles in Salesforce if necessary.
Currently there's no way to get a notification when a user i suspended. I'd recommend creating a feedback post in our Feedback - Ticketing System (Support) as that topic is actively being monitored by our Product Managers for customer suggestions.
Appreciate you taking the time to share this with us!
Are we able to see when a user was suspended or who did the action of suspending the user?
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