Admin tool request: List of suspended users

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73 Comentários

  • Mistyamber Reynolds

    I would like to add my vote for this feature.  I keep seeing our internal employees get added to the suspended user list.  This makes their emails to our support team go to the suspended box.  I am not finding a way to quickly download the suspended user list so I can audit it.  This is frustrating. 

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  • Sintija Ergle

    Adding my +1 to this feature request. 

    Especially since if we want to allow agents to edit the user (to edit the user's name from xysts to "John", for example), the suspend user feature is also granted for the agent. If we can't see who suspended the user, and why it was suspended, it's not ideal.

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  • Harriet Klymchuk

    +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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  • Nicole Saunders
    Zendesk Community Manager

    Hi Harriet - 

    We do not have a timeline we can share at the moment, but it remains planned. 

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  • Sara Ledger

    @...

    - We would like to see this for Staff Members.

    - The existing work around doesn't really work well for us since we can't filter that list down by any other criteria or add additional sort columns like Organization or specific tags.

    - Also, the history for how a user and was suspended and by whom is also good information from the original request since sometimes we are troubleshooting an incorrect Agent action on a contact.

    - I am happy to speak with the Zendesk team if you'd like!

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  • Pratishtha Nahata
    Zendesk Product Manager

    Thanks for getting back to us on this @... with more details! 

    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'. 

    Another member of our product team, @... may reach out to you in a couple of weeks to learn more about viewing suspended staff members specifically.

     

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  • Sara Ledger

    @... - 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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  • Pratishtha Nahata
    Zendesk Product Manager

    Thanks for sharing more details @... - that makes a ton of sense. I'll definitely share this feedback with the relevant team!

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  • Siobhan Hitchmough

    At present the workaround described in this article results in a timeout error for our account. Are there are any, other solutions available or a more recent update? (the last one is from October of last year).

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  • Pratishtha Nahata
    Zendesk Product Manager

    Thanks for reaching out Siobhan Hitchmough, I've updated the official comment to reflect the latest information, please let us know if it doesn't work for you.

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  • Siobhan Hitchmough

    Thanks Pratishtha Nahata, 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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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Siobhan Hitchmough - I've added my update to the top of the official comment (this is the first comment that appears on the post & is highlighted in a blue box with the text 'official comment'). Instead of the Audit log, if you go to the 'Customers' page in Support, and type in "is_suspended:true" you will see a list of end users who are suspended. You could use the same functionality on the new Team Member's page in Admin Centre for agents. You can find more information on this announcement post. Please let me know if you have further questions, thanks!

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  • Siobhan Hitchmough

    Hi Pratishtha Nahata, I see my mistake (I wasn't on the first page of comments) and thanks for the clarification.

    For anyone who was having the same trouble as me, click here to go directly to that post: https://support.zendesk.com/hc/en-us/community/posts/4409217609882/comments/4409242780058

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