English (US)

Banning visitors post chat

Lance Le Roux

In the current form for banning these are the options:

During the chat

  1. From the chat window, select Ban Visitor from the Actions drop-down menu.
  2. Optional: Enter a reason in the Reason field. 
  3. Optional: If you want to also ban the visitor's IP address, select the Also ban visitor's IP address check box.
  4. Click Ban User. 

OR


To ban a visitor by IP address

  1. From the dashboard, select Settings > Banned. 
  2. To add a visitor's IP to the list, click Add Visitor. 
  3. Enter an IP address and a reason.
  4. Click Create Ban. 

If a Supervisor or Manager is reviewing chat history and see there is a visitor that should be banned from chat they cannot ban unless banning the IP.
IP banning is not the best solution as this will ban ALL end-uses in the IP. 

Most Users do not have access to ban via API 

I would be very helpful if agents and other roles could ban post chat by means other than IP.

In Zendesk Support it is possible to Suspend access for a visitor, what can this not be extended to Chat?
All the visitor's information is stored in ZenDesk

Option # 1

If I am on the ZenDesk Support page and from the drop-list, I select suspend access. I should have the option to suspend access on all platforms I am using to communicate. IE Chat, Support, Talk, Guide....ect 

Option # 2 

From the chat window settings > Banning

Instead of having 'Add Banned IP Address'

have the option to ban via IP, Email, or Visitor ID
Enter a reason in the Reason field. should be a required field

Assignee should be profiled from the current user's account and the field is disabled.

 

Thanks for your time.

If you need any additional information to my rough  notes, please feel free to contact me 
Lance

 

 

5 Comments

  • Shashank Johri

    Hi Lance 

    Thanks for the valuable feedback. We will keep this for the future iterations. 

    Thanks 
    Shashank

    0
  • Scott Devaney

    Adding my vote for the addition of this feature as well.

    0
  • Zen Zenith

    I would also like this feature.

    0
  • Liz Lala

    Is this being considered for this feature? Our marketplace could really use the ability to ban a member, not their IP address. 

    0
  • Grete Andersson (Sonat)

    I would like this feature aswell. Suspend a user via user email in Zendesk chat aswell. 

    0

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