Admins and agents with permission can suspend end users who disrupt operations or spam the organization. Additionally, admins can suspend agents when needed.

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Summary: ◀▼

You can suspend users who disrupt operations or spam, preventing them from signing in, creating tickets, or receiving notifications. Suspended users' messages go to a suspended queue, and messaging sessions end. Agents can suspend users if they have permission to edit user profiles, with role-based controls available for Enterprise plans. Suspension helps manage user interactions and maintain support workflow integrity.

Admins and agents with permission can suspend end users who disrupt operations or spam the organization. Additionally, admins can suspend agents when needed.

End users can be suspended from just the messaging channel, or from all channels. They are barred from signing in to the channel or channels from which they were suspended, and any support requests received from them through those channels are delivered to the Suspended tickets view.

Agents can only be suspended from all channels. For more information, see Downgrading and removing an agent.

Agents must have access to all tickets or be in a custom role with permission to suspend users.

This article describes what happens when an end user is suspended and describes how admins can grant end-user suspension permission to agents. To suspend and unsuspend end users, see Suspending and unsuspending end users.

This article includes the following sections:

  • About suspended end users
  • Allowing agents to suspend users

About suspended end users

When you suspend an end user, the following actions occur:

  • The user appears on the Suspended users list and is labeled as suspended on the profile, context panel, and Customers page.
  • The user can't sign in or create new tickets through any channel, including the API.
  • Users aren't notified that they have been suspended.
  • New support requests received from the user’s registered identities are added to the suspended tickets view.
  • The user no longer receives notifications from help center articles or sections they follow.
  • If a ticket requester is suspended, they won't receive email notifications for the ticket.
  • Suspended CC'd users don't receive notifications. Additionally, any email replies they send are sent to the suspended tickets queue. If a ticket has multiple CC'd users and at least one of them is suspended, none of the CC'd users will receive notifications.
  • (All-channel suspension only) A ticket won't be created if a suspended user calls any of your Zendesk phone lines.

Additionally, if the end user is suspended from a messaging ticket:

  • The related messaging session ends.
  • The conversation becomes inactive.
  • The messaging channel option in that ticket’s composer is turned off. Agents can no longer add messages to the conversation.
  • User messages in that ticket’s conversation are no longer added to the ticket.
  • If your account is using multi-conversations, users can continue to interact with any other ongoing conversations as if they have not been suspended. This means that messages in these conversations from suspended users will be viewable by agents, and added to the conversation’s ticket.

If a user has active tickets, suspending them will not immediately block them from interacting with those tickets. They will no longer be able to reply to existing tickets when one of the following events occurs:

  • The ticket status is updated to Pending, On-hold, or Solved.
  • The ticket is Closed.
  • An agent ends the ticket’s related messaging session.
  • The related messaging conversation becomes inactive.

Allowing agents to suspend users

Admins can suspend agents and end users by default. Agents can suspend end users if they have permission to edit users profiles. To edit users profiles, the agent must have access to all tickets. On Enterprise accounts, the ability to suspend users is determined by the agent's custom role. Suspension permissions are granted for all channels.

To allow agents to suspend users (non-Enterprise plans)
  1. In Support, click the Search icon (), then search for the agent.

    Alternatively, open the Team members page, then search for the agent

  2. Click the agent's name to open their profile.
  3. Ensure Access is set to All tickets.

    Agents must have access to all tickets to create or edit end users, and agents must be able to edit end users to suspend a user.

To allow agents to suspend users (Enterprise plans)

  1. In Admin Center, click People in the sidebar, then select Team > Roles.
  2. Select or create a custom role to configure for end-user suspension.
  3. Scroll to the People section on the role’s configuration page, then under Manage end users, select one of the following:
    • View only, which allows agents to view the Suspended user list and details for each suspended user, but does not let them suspend users.
    • Add, edit, and assume profiles in organizations they belong to, which allows agents to suspend end users who are part of the same organization.
    • Add, edit, and assume profiles for any end users, which allows agents to suspend any end user.
    • Add, edit, delete, and assume profiles for any end users, which allows agents to suspend any end user.
  4. Click Save.
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