Suspending a user

Users can be suspended, which means that they are no longer able to sign in and any new support requests you receive from the user are sent to the suspended tickets queue. This can be done by either marking tickets as spam, which deletes the ticket and suspends the user at the same time, or by marking the user as suspended in their user profile. Agents can suspend end users. Administrators can suspend both end users and agents.

Note: When an agent is suspended, their paid agent seat is still considered occupied. To release their agent seat, they must be downgraded to an end user. Additionally, suspending an agent in Support also blocks them from using Sell.

Users are not notified that they have been suspended, they simply cannot sign in anymore. You can unsuspend users, which restores their previous login credentials and access privileges. If the ticket requester is suspended, they will not receive email notifications for the ticket. A CC'd user will receive a notification for the update.

Suspended users are flagged as such and they can no longer sign in. Any new support requests received from the user's registered identities (email addresses, Twitter, etc.) are added to the suspended tickets queue. You can manually release or delete their suspended tickets. Additionally, suspended users do not get a ticket created when they call any of your Talk lines and can't create new tickets via the API.

Suspended users can still chat, but no ticket is created. If you want a suspended user to not have the ability to chat, you must ban them from chatting (see Banning visitors from accessing Chat).

You can't suspend users that have been shared to your account.

This article contains the following sections:

• Suspending a user
• Identifying suspended users

Suspending a user

Use the following procedure to suspend a user's access to your Zendesk account.

To suspend a user

1. Click the Search icon () in the top toolbar.
2. 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.

3. 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.

Note: You can also suspend a user from a ticket by marking the ticket as spam. For more information, see Marking a ticket as spam and suspending the requester.

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.

Note: If you've just suspended a user, it might take a few minutes for the suspended user to be displayed in the list. Wait for a few minutes, then refresh your browser page.