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Suspending messaging users



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Aimee Spanier

Zendesk Documentation Team

Edited Oct 31, 2024


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I just want to be sure I fully understand the scope of this feature. It adds the ability for agents to suspend end-users from within a Messaging channel ticket in addition to the ability to suspend end-users from the end-user's profile. Am I understanding correctly that this fully suspends the user from being able to contact through any channel, not just through Messaging?

 

We want users to be able to contact us via email if they genuinely need assistance, but we would like to be able to suspend/block users from utilizing Messaging if they have shown abusive behavior in the live channel. Currently, we have an arrangement of tags and triggers to enable this functionality in our instance. It seems this feature update would not be able to replace our current system if it fully suspends the user from all channels.

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Similar to the previous question, it's unclear if users will only be suspended from messaging but still able to reach out via email. When I tested this on our account, it mentioned that the user can no longer email us, and tickets will go to the suspended tickets view, which is not ideal.

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I have the same questions as Mark and Elaine. Could we get some clarification on this? I just want to be able to block users like I would with email tickets.

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How does it work? What if they change the device but use the same email?

 

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