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 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.
57 Comments
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!
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.
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!
Still getting terribly spammed by fidelitylifeandhealth.com, do I have it saved right in my image below?
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
Ah, ok thanks!
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?
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!
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!
Wow, I have to comment to see one message here, strange. I deleted my message and it disappearead. So I'm posting again lol.
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!
Is there a way to automatically downgrade suspended users? We use Azure AD provisioning (SCIM) and after removal, users remain as agents, occupying seats.
Hi, is there a way to bulk suspend users?
Hey Elisa! 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.
Will take a look! Thank you so much, Sabra!
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
Is it possible to upload a CSV of users that I want to suspend?
Hi Nora,
Agents can only suspend end-users when they have access to add and edit within the organization or all users.
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.
Can we suspend at the organization level? All users within that organization at the same time?
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.comwhere "example.com" is a potential name of their organization domain.Hope it helps
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.
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!
Can you export a list of all suspended users?
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!
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?
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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