Admin tool request: List of suspended users

55 Comments

  • Mark Walsh

    Corrin - what is the field that showed the "TRUE" value indicating that the user was suspended?  When I run a report (from our local database that feeds off of the Zendesk API), there is an "Active" field, but it shows "Y" for both suspended and non-suspended users.  (The field is from the Zendesk Users table).  Thanks for your help!

     

    0
  • Corrin Duque

    @Mark

    Sure!  Unfortunately a full JSON export is the only way I was able to obtain a full list of users where I could hunt and peck through the haystack to find the "suspended":true value.  

    Note that the JSON export is a full ticket export so if the user was never a ticket requester I don't believe they will appear anywhere on the file.

    Another method I tried to use as a work around for digging is the Ticket Exporter app as Suspended is a value available here.  The problem is that this app is intended for Ticket Export (not user lists) and so will only function to export an existing view and will not function to export archived tickets (I believe tickets are archived at 120 days).  So, for example, if I create a view of an organization's tickets it will only export tickets hence if a user either never created a ticket or didn't create a ticket within the last 30 days it will not pull the data.  

    From what we came up with the API or a full JSON export are the only means for seeing Suspended at this point.  

    Again a plea to Zendesk to please add this functionality!  We truly need to be able to add "Suspended" as a reportable value so we can properly manage both our active and suspended user lists.

    1
  • Heather R

    another +1 bump

    0
  • Brad Rhodes

    ++ - It's a little silly this isn't available as a searchable value. The property is documented in the API reference pages, but you can't actually search for it?

     

    I mean yes, you can pull ALL the users, or ALL the agents and have your script pull out only the Suspended = True entries, but it would be vastly more efficient to just hit the endpoint for the Suspended users only :/

    0
  • Martin Metodiev

    +1

    0
  • Collin Cunninghame

    +1

    0
  • Melinda Stanley

    Not only would I love to be able to view a list of suspended users in bulk, I would also like the ability to mass-edit those users so they can be appended to 'unsuspended'. That way if there are multiple users who need to be modified (for example, internal email testing with multiple accounts) it is easy to do so.

    2
  • Chris Nicholson-Doyle

    +1
    This would be a great feature.
    We recently had a user suspended by accident and this meant that a series of key emails were no longer being actioned. If we could quickly list the suspended users then the supervisors could do a regular check \ check there first if a similar issue occurs. We don't have the ability to dev using the API for this.

    1
  • Zac

    Want to +1 this feature. As we manage onboarding and offboarding, we use Insights to manage lists of agents. Custom Fields import relevant data to Insights, such as whether they are a Light Agent or whether they are Suspended. We occasionally search Zendesk Support with an advanced search to make sure the field values in agent profiles match their actual role, such as using the following search string:

    • role:"Light Agent" -tags:light_agent (to find users who are Light Agents that don't have the Light Agent tag from the checkbox)

    We are able to follow this process for most field values, but there is no way to check centrally for Suspended agents so we can check a list of offboarded users against an Insights report so we can confirm all have been Suspended.

    1
  • Dean Campbell

    +1

    We got caught on this as well, internal end-users were being suspended for no good reason and it caused chaos

    Agents are now trained to look for the Suspended icon, but it is asking a lot of them

    A View or Report would be much better

    2
  • Chet Farmer

    It's absurd that this isn't in the tool. I mean, holy crap! 

    If Zendesk is going to suspend users on its own, we need to have a way to review that list EASILY that shows why each user was suspended. There must be transparency here, and it must be easy to audit and review. COME ON.

    2
  • Viorica Pop

    +1

    0
  • Edwin Yeoh

    Yay! Another feature requested in 2013 that has gone unanswered.

     

    +1 for this please.

    1
  • Nicole - Community Manager

    Hey Edwin - 

    Please be sure to use the voting buttons at the top. +1's don't really get tracked, but the votes do. We do read every thread and post, but this isn't something we currently have on a roadmap, so we don't really have any comment to make other than to continue to encourage you to share your feedback. Voting and sharing detailed comments help product managers prioritize developments. 

    We're aware that there are a significant number of older threads that went unanswered, but we are actively working to improve the experience and communication in the Product Feedback topic. 

     

    0
  • Tony Destefanis

    I'd like to believe you. But every time I ask any question of your support personnel, I get the same scripted response. "There is an API you can use" "why don't you post this in the forums" "we read the forums"

    For this particular issue, what roadmap do you need? this is a simple request that is just a simple filter for a Zendesk programmer. There is no mind-altering earth-shattering changes to the product required to implement this. I'm assuming that standard answer "you can use the api" means that zendesk can also use its own api to add a simple filter for suspended users.

    5 years of ignoring this simple request is just bad customer service. Every answer your support reps gives me that is no help at all beyond telling me it can't be done unless you use the api is bad customer service. Period.

     

    0
  • Brad Rhodes

    ++ Tony

    I apologize if I'm being an arrogant POS here, but if I can write something to do this in an afternoon or two of Powershell, surely someone can knock it out at Zendesk somewhere in the course of 4 years?

    0
  • Nicole - Community Manager

    Hey Tony and Brad - 

    We offer up the API as a solution to the problem at hand because development takes time. Our support agents are trained to offer solutions and not simply say "no, you can't do that." 

    The Product Feedback topic is the central place where Product Managers go to hear from our customers, and they do read it. We're aware that communication in this part of the community has not been great in the past; I jumped in to begin moderating and managing conversations here just a few months ago and we're working hard to make sure that threads do not continue to linger without updates. 

    As for why something doesn't get built, there may be a technical reason on the back end, it may be that it's challenging to roll out to users, or it may just be a low priority compared to the other things that are being worked on. We do ask in the Community Guidelines that you not disparage the company, employees, other users, etc. So please do keep it civil. I know that it is frustrating, but we're not ignoring you or withholding development out of spite. 

    I've flagged this thread for the Product Managers to review and respond to, and am hopeful they'll have an update for you or reasoning for not building this that they can offer. 

    Brad, if you'd like to build an app to solve the problem in the meantime, that kind of this is always welcome and can be shared in the Zendesk App marketplace. 

    0
  • Kristen Mirenda

    Hi @all -- just weighing in to confirm what Nicole said above. We totally hear you that this would be a valuable addition. I'm not aware of any technical constraint though there may well be one.

    Mostly it's about the volume of feature requests -- there are far more than we can accommodate, and even if it appears to be a small one, it is still one of a very long list of outstanding requests. To prioritize them, we look at what we're currently trying to achieve in the product as a whole, and align to that. We do also look at the availability of workarounds like the APIs.

    We would love to be able to build everything that's asked of us! But rest assured, our engineers are engaged fully in building other valuable features. 

    0
  • Lisa S

    Hi,

    Voting up this request and adding:

    Is it possible to see at least the date of suspension for a known suspended user? However, not from the list, as the list is not searchable, but from within the user's profile.

    Thanks,

    Lisa 

    0
  • Heather R

    Hi Lisa, the Date Last Updated field on the user profile could theoretically be a way to know that but by design since it stamps the last update you dont technically know if the suspension was that last update!

    0
  • Lisa S

    Hey Heather,

    Thanks for that.

    Could the request for a dedicated . field showing suspension date (as well as suspension actor) remain as considered within this feature scope?

    Thanks,
    Lisa 

    0
  • Heather R

    @product Managers- I agree with Lisa- we do need some visibility into different user updates including a designated date/time/agent who suspends a user separated out.

    0
  • Zac

    Regarding the original request to have a list of suspended users: it's not a view or "list" per se, but the Suspended property is now searchable. Take a look here: https://support.zendesk.com/hc/en-us/articles/360001884568-Announcing-Support-search-property-enhancements

    3
  • Owen Sassaman

    +1 here as well. It is very nice of Zac to point out how to find the suspended users. However, I still have no way of knowing why 2,500 of my users got suspended, or who did it.

    The fact that a user can go into a suspended state, with no notification, or a reason as to why, is kind of mind-boggling.

    0
  • Graeme Carmichael

    Owen

    I know this may not help everyone, but the audit log does give details of user suspensions.

    This is available on the Enterprise plan.

    But as you say, there is no notification for these changes other than look into the audit log from time to time or search as Zac suggested.

    0

Please sign in to leave a comment.

Powered by Zendesk