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Suspending a user



Edited Nov 20, 2024


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65 comments

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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! 

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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.

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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! 

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

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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

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Ah, ok thanks!

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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? 

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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!

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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!

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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 Kertis

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! 

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

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Hi, is there a way to bulk suspend users?

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Sabra

Zendesk Customer Care

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. 

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

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

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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.

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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. 

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

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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

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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. 

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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!

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Can you export a list of all suspended users? 

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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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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?

 

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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!

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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!

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“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! 

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Destiny

Zendesk Customer Care

Hi Danielle, 
 
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. 
 

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