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
Gabriel
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
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:
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
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
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
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 (Genelec)
Wow, I have to comment to see one message here, strange. I deleted my message and it disappearead. So I'm posting again lol.
0
Shannon Kertis
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
Hi, is there a way to bulk suspend users?
0
Sabra
Hey Elisa Simicevic! 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
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
0
Fabio Gomes
Is it possible to upload a CSV of users that I want to suspend?
1
Arianne Batiles
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
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
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
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
You can use the Advanced Search App with the following search operator:
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!
0
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
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
Danielle
“Suspended users can still chat, but no ticket is created.” What does the suspended email user experience if they can still chat but a ticket isn't created? What is the agent experience in Agent Workspace - is the chat conversation visible in suspended tickets? Thank you!
0
Destiny
Thanks for reaching out! I must say those are really great questions.
When suspended users engage with the chat, their experience remains unchanged; they are unaware of their suspension status and can initiate and participate in the chat as they would normally. However, since no corresponding ticket is generated for these interactions, agents will not observe any activity related to these chats on the Support side, as there will be nothing present in the list of support tickets.
In the Agent Workspace, the chat conversation with a suspended user does not become visible in the form of suspended tickets because such a ticket is never created. Hence, from an agent's viewpoint, there is no indication of the interaction.
For administrators, this could result in occasional observations of chats that appear unassigned via the Chat dashboard. To mitigate this disconnect, we recommend that administrators synchronize their list of suspended users in Support with the banned user list in Chat. This streamlining would allow for better management of which users are able to interact with the support team via chat and ensure that no user is incorrectly permitted to engage without the creation of a support ticket.
I hope this helps.
0