Admin tool request: List of suspended users
완료I would like a way to look up all user accounts that are suspended.
Sometimes when using the forum moderation tool, a false positive slips through the cracks and a few users get suspended. If there was a way to run a report for all suspended users that included the number of tickets/posts/comments etc they had, that would be a pretty good way to see if any legitimate users were incorrectly suspended and give us the chance to restore their account.
It would also be really helpful if there was a full activity log for user accounts. Similar to how in a support ticket we can see every single modification that was made to the ticket, it would be nice to have something similar for user accounts so that we could see how a user account was suspended and by whom.
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[UPDATED: July 11, 2022]
We're pleased to announce that you can now view your list of suspended end users & agents in the following locations -
For the list of suspended end users:
- Support > Customers page > In the search box enter 'is_suspended:true'
For the list of suspended end users, if you have Customer Lists add-on enabled:
- Support > Customer Lists > All customers > In the search box enter 'is_suspended:true'
This feature has been enabled for the new Team Members page as well.
For the list of suspended agents:
- Admin Centre > People > Team Members > 'Go to new team members page' > In the search box enter 'is_suspended:true'
For more ways to use search on the Customers, Organizations & Team Member pages, please look at our search reference document.
[October 11, 2021]
Thank you all for sharing your feedback with us.
At the moment, we are focused on scaling 'lists' to support large volumes of data and enable filtering on object data. While this is a feature we definitely would like to look into, it is not a part of our current committed roadmap yet.
One question I'd like to get your input on is - is this functionality you would like to see primarily for Staff Members or End users?
Any additional details, current workarounds that you could provide us with, would also be great.
To quote @...'s comment, there is a way to find suspended users today:- Go to Admin>Manage>People.
- On the right hand pane, there is a 'Bulk Management' widget. Select 'bulk end user delete'.
- A list of users is shown and includes a sortable column headed 'suspended'.
- Click the suspended column header until suspended users appear at the top.
One other question we'd like to ask - Is this level of functionality sufficient, and are there other must have capabilities that would you like to see?
If you're happy to speak to us, please let me know, and we'll reach out to you.
Thank you for your patience, and looking forward to hearing from you. -
I am not sure when this appeared, but I have found a way of listing suspended end users.
- Go to Admin>Manage>People.
- On the right hand pane, there is a 'Bulk Management' widget. Select 'bulk end user delete'.
- A list of users is shown and includes a sortable column headed 'suspended'.
- Click the suspended column header until suspended users appear at the top.
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I support this feature request.
I think it's pretty important as currently there is no way for agents/administrators to find out when a user is suspended other than by chance of finding the user in the list of 'people'. We have close to over 2000 end users in our system we cannot manage suspended accounts this way. The only other way we can find out is when a customer calls us to complain their support issues aren't being responded too.
I think it would be ideal if there was a way for triggers to be set up to sent notifications of when a user is suspended.
We had an issue yesterday where an end-user was suspended that was critical to our day to day support of our customers and it was only once we saw a suspended ticket view that we found out that they had been marked as spam and the user suspended.
Thanks
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+1 to this feature request as well as just about every comment. This is a definite user management requirement. We have no way of ensuring the users we intended to suspend are indeed suspended (and that those that should not be were not suspended). Other than hunting and pecking by looking in settings>people>organizations it is not easy to tell. I understand the need to have users that are suspended disappear from Customer Lists but it would be great if they were available to be seen in reports (via Good Data or Bime Analytics) or some other export.
I had a ticket opened where I received some excellent help looking into possible solutions to our need to pull a list of suspended users. While a mass JSON export will show the value "true" if suspended that is not a feasible means to look.
We really need a way to pull a list. Would so much appreciate this feature as it is key for user management.
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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
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+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
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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.
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we'd also Review suspended users on a weekly Basis just be sure that nobody of our consumers fall under the cracks...
Is gooddata able to Report on suspended users ?
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+1 to being able to review suspended users.
I'd also add that there should be a way of tracking the use of the Mark as Spam feature. Giving agents the ability to delete a ticket without any trace is very worrying. I agree with spam tickets being taken out of workflow, but deletion creates a potential fraud loop hole.
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By accident we set a bunch of users as suspended through the API. Now we are unable to identify which are suspended or not. Is there any way to do this?
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+1 We would like this feature. Some agents have marked few tickets as suspended and due to which we lost some important emails. I had go to go through Audit to find a user that was suspended in May!
So yes this tool is very much wanted. Looking forward to this zendesk.
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We really need this feature as well. We are trying to sync data between our systems, and it is becoming very difficult when there are many aspects between them that we cannot compare.
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+1 from me as well.
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+1 This is absolutely needed.
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+1 to this.
I have Salesforce controlling my user base and it should be the main system getting updates on Contacts data, including activation/suspension to Zendesk. However, sometimes our agents get creative and suspend them in Zendesk directly, so data gets inconsistent between the two systems.
I have a bunch of scripts that run periodically and I wanted to created a new one that gets the list of suspended users in Zendesk and updates their records in Salesforce for data consistency. But apparently there is no way to get this list through the REST API other than getting the whole list of users and filtering them afterwards, which is a costly operation for periodic scripts.
Having a way to already obtain that list through an API call would be great.
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Would love to have this feature too, we used to have it in the old Web version
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+1 - we need some solution to this and it's surprising that this isn't available already, not even through the Search API
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We would like this feature as well.
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@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.
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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.
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+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. -
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.
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Yay! Another feature requested in 2013 that has gone unanswered.
+1 for this please.
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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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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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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. -
Moku
If you are looking for a quick way to list suspended users, in Support, use the following search:
is_suspended:true
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+1; I can see this is marked as Planned which is great news, but do we have an idea of timeline for this feature? Tracking agent seats and licence usage is far more fiddly than it should be, and Explore doesn't have sufficient reporting capability to make up the difference.
While this information is available via add-ons or pulling via the API, the UI in Admin > People > Agents could be better to help with this. At the moment, to track agent usage, we're pulling results from the API at intervals but this isn't sustainable for a centre of our size (250+ licences, 300 agents including light agents).
- Jump to page: currently to get to the most recent agents, you have to click through 20+ pages (when you’re over 300 agents). Should be an option to “go to page”.
- Suspended user filter: Finding suspended users to recover licences means going through 20+ pages and looking out for the note by them; there should be a drop-down option to filter by suspended agents.
- Chat users filter: There’s a dropdown option to search for Talk users; please can we get this for Chat now that “Chat only” users take seats? For context, we don’t expect to have Light Agents with Chat access, but sometimes this happens by accident, and it becomes difficult to find where the seat is being used.
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@... - I've attempted to use the Audit log and that doesn't work for our purposes since again, you can't filter by Organization or tag and additionally, can't search by that user. If you're looking for something and have no idea when it might have occurred, its like searching for a needle in a haystack.
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Thanks @..., appreciate you getting back to me. Thing is: how would one filter for suspended accounts? You've updated the official response to suggest:
Regarding the history of actions on a user object - there is a feature called "Audit log" in the Zendesk Admin Centre that may help. It can be accessed from 'Admin Centre > Account > Audit log'.
With no way to filter to show suspensions it's pretty tough to find what you're looking for. In addition, if you're looking for a list of currently suspended accounts they could stretch back to the beginning of your account.
I just want to be really clear here: I'm looking for a current list of suspended users in our account that we can review to determine if they have been suspended in error.
If the audit log is the best suggestion you have then what you're actually saying is it's just not possible right now. Is that correct? Thanks in advance for providing further clarity.
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