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Chats from Suspended Users



Posted Oct 26, 2023

Currently, if a user is suspended in Zendesk Support, they can still request a chat on our website, but this chat will never route to an agent, nor does it create a ticket. And in Agent Workspace, our agents cannot pick it up manually from the Visitors List.

There are situations where a user may have been incorrectly suspended automatically by the system, for example, and we'd still like some way to know they tried to contact us. But even if users were legitimately suspended, it still makes no sense for them to be able to open chats. They will then sit in queue forever, trapped in a limbo where they can't reach an agent. This makes it look like we have poor customer service. But agents will likely never be aware this chat was attempted.

We would like these users to either be prevented from starting a chat altogether, or for us to be able to have a chat trigger directed to suspended users, or some kind of notification sent to them automatically.


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3 comments

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Judy Correia

Zendesk Luminary

We had a suspended user create a ticket. This seems odd as we would expect a suspended user to be prevented for A) logging in and B) logging a ticket.

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Judy Correia

Zendesk Luminary

Not sure why this ticket is set to “awaiting your reply”, I haven't gotten a response to my original comment.

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Shawna James

Community Product Feedback Specialist

Hi Judy, we have logged your feedback from your comment. Our workflows indicate Community posts as pending on our end so we can keep track of them. Thank you for your understanding and our apologies for any confusion!

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