| Announced on | Rollout starts | Rollout ends |
| October 24, 2024 | October 21, 2024 | October 29, 2024 |
Zendesk is pleased to announce a new option for agents to suspend end users in the messaging channel.
This announcement includes the following topics:
- What is changing?
- Why is Zendesk making this change?
- Who can use this feature?
- What do I need to do?
What is changing?
With this update:
- In the Agent Workspace, agents can suspend end users on messaging tickets.
- When an agent suspends a user on a messaging ticket, the customer can no longer participate in that messaging conversation or start a new conversation.
- Agents can manage suspended users, see a list of suspended users on the customer list, and manage these suspended end users by providing editing and updating functionality.
- Agents can unsuspend users from the customer’s profile page or the Suspended users list.
Suspend user in ticket UI:
Unsuspend user in ticket UI:
Suspended users list:
Why is Zendesk making this change?
This feature addresses the critical issue of suspending end users for bad behavior. Unwanted end users include abusive, persistent, or errant users who harass agents, which takes valuable agent time and capacity away from legitimate customers and contributes to poor agent mental well-being. Zendesk wants to provide functionality for admins and agents to block and suspend undesirable users from an ongoing conversation and stop end users from initiating any future conversations.
Who can use this feature?
The suspended user capability is supported on web, mobile, and social messaging channels.
End-user suspension in messaging is available for all customers on the improved messaging backend. Customers still on the older messaging backend can use the feature but will have a different experience that may send suspended end-user messages to agents.
What do I need to do?
By default, only the Admin system role can suspend end users. If you’re on an enterprise plan, you can create a custom role to permit non-admins to suspend end users.
If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
To learn more about this feature, see Suspending messaging end users.