Admin tool request: List of suspended users

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57 댓글

  • Tendai Shava
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    +1 This would be super helpful. 

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  • Heather Rommel
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    +1 -- we would be so happy if we had more transparency and audit trail into who/what was done to a user profile.  The current audit log for enterprise is a great start, but it's limited.  We'd definitely appreciate opening up more info.  And i like the idea of it being close to the "show all events" button on tickets.  But as i've stated on other feature requests, please give admins the ability to grant this in permissions to agents through roles.  

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  • Tony Destefanis
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    I am astonished that this request was opened in 2014 and has not been made a feature. This is such a simple feature to add.

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  • Kyle Handley
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    If Zendesk would share the query they run internally to get that information to surface to the Agent interface perhaps we could run an API query for just suspended users. I'm not finding anything in the documentation that shows it as a searchable attribute.

    api/v2/users/search.json?query=suspended:true

    api/v2/search.json?query=type:user%20suspended:true

    api/v2/search.json?query=suspended:true -- gave me a keyword 

     

    I've opened a ticket about this.

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  • Mauricio Oliveira
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    Hi Kyle,

    I've tried a few queries to obtain the suspended list and couldn't make it work. I have also opened a ticket, tried a few suggestions (like those you listed) and no success. The answer they gave me in the end was:

    "I would recommend getting a full list of users using the UsersAPI endpoint, and then using a script to parse the users down to only those who have suspended:true."

    So, if nothing has changed since then (that answer was from March 20th, 2016), I think that is the only way for now.

    Kind regards.

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  • Rebecca Meli
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    Hi 

    Would love this feature as well

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  • Sarah Morrison
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    +1 This impacts our ability to service our customers. 

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  • Neil Lillemark
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    +1 - really need ways to make this information more accessible to admins/agents

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  • Mark Walsh
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    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!

     

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  • Heather Rommel
    댓글 작업 고유 링크

    another +1 bump

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  • Brad Rhodes
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    ++ - 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 :/

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  • Martin Metodiev
    댓글 작업 고유 링크

    +1

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  • Collin Cunninghame
    댓글 작업 고유 링크

    +1

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  • Viorica Pop
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    +1

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  • Nicole - Community Manager
    댓글 작업 고유 링크

    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. 

     

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  • Tony Destefanis
    댓글 작업 고유 링크

    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.

     

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  • Brad Rhodes
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    ++ 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?

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  • Nicole - Community Manager
    댓글 작업 고유 링크

    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. 

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  • Kristen Mirenda
    댓글 작업 고유 링크

    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. 

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  • Lisa S
    댓글 작업 고유 링크

    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 

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  • Heather Rommel
    댓글 작업 고유 링크

    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!

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  • Lisa S
    댓글 작업 고유 링크

    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 

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  • Heather Rommel
    댓글 작업 고유 링크

    @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.

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  • Owen Sassaman
    댓글 작업 고유 링크

    +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.

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  • Graeme Carmichael
    댓글 작업 고유 링크

    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.

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  • It Svc Zendesk
    댓글 작업 고유 링크

    I'd like also to see Suspended label in the list of accounts for an Organization. Some times we have 20+ users and it's impossible to determine active/suspended from the list. It is required to go into the user's profile and check.

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  • Nicole - Community Manager
    댓글 작업 고유 링크

    Hi all - 

    A quick update here, I've received word from the product team that a number of the issue of the suspended user list will be addressed by some new admin features that will be rolling out in 2020. 

    We don't have ETAs or specifics we can share at this point, but please know the feedback you have shared here has influenced the roadmap. We'll continue to share updates here as they are available. 

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