ban visitors in agent workspace


  • Official comment
    Ayush Upadhyay
    Zendesk Product Manager

    Hi Alex, 

    Thanks for your feedback. We realize banning users is an important feature and this is currently in our roadmap to deliver in future quarters. 

    At the moment, I do not have a date for the deployment unfortunately, we will post on the community as we get more updates.



  • Diedrich Ohlandt

    Upvoting this post and adding weight to the OP's concerns.

    The ability to ban users while in chat (as well as view their IPs) are crucial for our team's workflow.

    I do hope that the ability to do this comes sooner rather than later.

  • Christopher Moodley

    Our team also requires the ability to ban customers from in-chat.

    This feature was available on the old platform, but we cannot do this with Agent Workspace.

    Hope we get a fix for this soon. 

  • Alan

    +1. We have some customers that return on different IP addresses to continue to harass agents. Having the ability to ban directly from chat would be helpful, as would the functionality that bases it (from what I understand) on a browser cookie in addition to IP address.

  • CJ Johnson

    The product is completely un-adoptable until this feature is added. Not being able to block abusive end-users is not an option. 

  • Giorgos Kotsikis

    Totally agree with the other people here this is a must-have feature there are some customers
    that abuse the chats and there isn't any native way to ban them on messaging.

  • Geoff Dennis

    This article says: 

    > Agents cannot ban visitors based on cookies, but they can ban visitors based on IP address.

    How can an agent ban a visitor based on IP? I am struggling to find help documentation about this, and I do not see the "Banned" option under settings in the Agent Workspace-migrated account. 

  • Viktor Osetrov
    Zendesk Customer Care
    Hello Geoff,

    Unfortunately, it seems your legacy chat account doesn't support "Banned" option. 
    As a technical alternative, we can recommend to use a chat trigger for that. 
    Have attached an example:

    Hope it helps
  • Geoff Dennis

    Thanks, @... -- as a follow-up, how can I find a chatter's IP address? I'm not seeing that in the new visitor info pane within Agent Workspace. 

  • Viktor Osetrov
    Zendesk Customer Care
    Hi Geoff,

    Thanks for your reply. You can ban chat users using the "Suspend" option from a new agent workspace.
    Technically it works the same way via banning IP addresses. 
    Please read more about it here - Suspending a user

    Hope it helps

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