Suspending a user

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31 Comments

  • Hyungrae Kim

    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?

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  • Brett Bowser
    Zendesk Community Manager

    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!

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  • Hyungrae Kim

    It worked! Thank you Brett.

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  • Brett Bowser
    Zendesk Community Manager

    Happy to assist Hyungrae :)

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  • Kate Sheridan (Admin)

    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.

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  • Brett Bowser
    Zendesk Community Manager

    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!

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  • Terry Ehrhard

    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?

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  • Pooja Palan
    Zendesk Product Manager

    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!

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  • Matt
    Zendesk Customer Care

    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

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  • Larry Click

    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.

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  • Joyce
    Zendesk Customer Care
    Hi Larry!
     
    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!
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  • Larry Click

    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. 

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  • Joyce
    Zendesk Customer Care
    Hi Larry,
     
    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.
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  • Jeremy Long

    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.

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  • Dave Dyson
    Zendesk Community Manager
    You could use the Update Many Users API endpoint (and see "Suspending a user" on this same page: https://developer.zendesk.com/api-reference/ticketing/users/users/#update-many-users
     
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  • Nicole

    What happens after you suspend a user and then permanently delete user account, can the user then still reach out to us?

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  • Dave Dyson
    Zendesk Community Manager
    Hi NIcole,
     
    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.
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  • Andrea Rodriguez (CD Baby)

    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? 

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  • Beto
    Zendesk Customer Care

    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!

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  • Laurie

    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.

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  • Nicole Saunders
    Zendesk Community Manager

    Hey Laurie

    That may depend on your agent settings. Do your regular agents run across this same issue? Or just your light agents? 

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  • Laurie

    Nicole Saunders just our Light Agents, and it doesn't look like I can modify how that role interacts with user profiles.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Laurie,

    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!
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  • Sarah Vanderwerken Shanahan

    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.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Sarah,

    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! 
     
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  • Tammas Ryan

    I would like to reinstate a user who was previously marked as a spammer. How do I do this?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Tammas,

    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!
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  • Chandra Mullineaux

    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.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Chandra,

    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!
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  • Melissa Lindsey

    Are we able to see when a user was suspended or who did the action of suspending the user?

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