Suspending and unsuspending end users

<body>
<p id="docs-hc-snippet" style="display: none;">Admins andagents with permissioncan suspend end users who disrupt operations or spam the organization. Suspended end users can no longer sign in to Zendesk, and any new support requests you receive from them are delivered to the Suspended tickets view. End users can be suspended from just the messaging channel, or from all channels.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can suspend end users who disrupt operations or spam, preventing them from signing in or submitting new requests. Suspended users are clearly labeled and appear in a dedicated list. You can suspend or unsuspend users from tickets or their profiles. Suspended users aren’t notified automatically, so communicate suspensions as needed. Search and manage suspended users easily to maintain support workflow control.</p>
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<div class="body">
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" target="_blank">agents with permission</a> can
suspend end users who disrupt operations or spam the organization. Suspended
end users can no longer sign in to Zendesk, and any new support requests you
receive from them are delivered to the Suspended tickets view. End users can
be suspended from just the messaging channel, or from all channels. </p>
<p class="p">Suspended users are flagged as such in your account. If needed, you can unsuspend
users to restore their previous sign-in credentials and access
privileges.</p>
<p class="p">Agents cannot suspend other agents. To suspend an agent, admins should follow the
process for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888690842" target="_blank">downgrading and removing an
agent</a>.</p>
<p class="p">This article discusses the following topics:</p>
<ul class="ul" id="topic-1__ul_ojf_4sh_15b">
<li class="li"><a class="xref" href="#topic_h4v_hsh_15b">Suspending an end user</a></li>
<li class="li"><a class="xref" href="#topic_jr4_cbs_xgc">Unsuspending an end user</a></li>
<li class="li"><a class="xref" href="#topic_y1t_prh_15b">Identifying suspended users</a></li>
<li class="li"><a class="xref" href="#topic_b3t_cbs_xgc">Viewing suspended users</a></li>
</ul>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_wgl_4qf_fhc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" target="_blank">Understanding and
managing end-user suspension</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_h4v_hsh_15b">
<h2 class="title topictitle2" id="ariaid-title2">Suspending an end user</h2>
<div class="body">
<p class="p" dir="ltr">If an agent has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" target="_blank">permission to suspend end
users</a>, they can do so within a ticket or from the end
user’s profile. Any support requests sent through the channel or
channels from which they are suspended are not delivered to an
agent, and are added to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893392922#topic_ukg_lbf_kd" target="_blank">Suspended tickets
view</a>.</p>
<p class="p">End users are not automatically notified when they are suspended. Ask
your admin for guidance on communicating the suspension to end users
with an in-channel message or macro, if needed.</p>
<p class="p">When an end user is suspended, the full impact on their account and on
active tickets and conversations can vary depending on the channel
from which they are suspended. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" target="_blank">Understanding and managing
end-user suspension</a>.</p>
<p class="p" dir="ltr">This section includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_h4v_hsh_15b__ul_pqf_crf_fhc">
<li class="li"><a class="xref" href="#topic_bs3_brf_fhc">Suspending an end user in a ticket</a></li>
<li class="li"><a class="xref" href="#topic_gwr_brf_fhc">Suspending an end user from their profile</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_bs3_brf_fhc">
<h3 class="title topictitle3" id="ariaid-title3">Suspending an end user in a ticket</h3>
<div class="body">
<p class="p">Agents can suspend end users in a ticket. </p>
<p class="p"><strong class="ph b">To suspend an end user in a ticket</strong></p>
<div class="p">
<ol class="ol" id="topic_bs3_brf_fhc__ol_jb3_5gs_xgc">
<li class="li">In a ticket, click the options menu (<img class="image" id="topic_bs3_brf_fhc__image_kb3_5gs_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), then select <strong class="ph b">Suspend
user</strong>.<p class="p"><img class="image" id="topic_bs3_brf_fhc__image_olf_zgs_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspend_user_in_ticket-close.png" width="300"></p>
</li>
<li class="li">Select the channel(s) from which you are
suspending the user (Messaging or All
channels).<p class="p"><img class="image" id="topic_bs3_brf_fhc__image_xgn_hhs_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspend_user_confirmation.png" width="450"></p>
</li>
<li class="li">Select a reason for suspending the user and
enter an optional description.</li>
<li class="li">Click <strong class="ph b">Suspend user</strong>.</li>
</ol>
</div>
<p class="p">The user is <a class="xref" href="#topic_y1t_prh_15b">labeled
as suspended</a> and appears in the <a class="xref" href="#topic_b3t_cbs_xgc">Suspended
users list</a>.</p>
<p class="p">If you've just suspended a user, it might take a few minutes for
the suspended user to be displayed in the list. Wait for a
few minutes, then refresh your browser page.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_gwr_brf_fhc">
<h3 class="title topictitle3" id="ariaid-title4">Suspending an end user from their profile</h3>
<div class="body">
<div class="p">
<div class="div">
<p class="p">Agents can suspend end users from their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">user
profile</a>.</p>
</div>
</div>
<div class="p">
<strong class="ph b">To suspend an end user from their user profile</strong><ol class="ol" id="topic_gwr_brf_fhc__ol_il4_whs_xgc">
<li class="li">Open an end user's profile using one of the
following methods in Support: <ul class="ul" id="topic_gwr_brf_fhc__ul_jl4_whs_xgc">
<li class="li">Click the <strong class="ph b">Search</strong> icon (<img class="image" height="11" id="topic_gwr_brf_fhc__image_kl4_whs_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" width="11">),
then search for the end user you want to
view.</li>
<li class="li">Click the tab for the ticket requester's
profile in a ticket.</li>
<li class="li">Click <strong class="ph b">Customers</strong> (<img class="image" id="topic_gwr_brf_fhc__image_l11_mrz_lqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar, then
click the end user's name.</li>
</ul>
</li>
<li class="li"> Click the user options menu in the top right,
then select <strong class="ph b">Suspend</strong>. <p class="p"><img class="image" id="topic_gwr_brf_fhc__image_w1r_13s_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspend_user_in_profile-close.png" width="250"></p>
</li>
<li class="li">Select the channel(s) from which you are
suspending the user (<strong class="ph b">Messaging</strong> or <strong class="ph b">All
channels</strong>).<p class="p"><img class="image" id="topic_gwr_brf_fhc__image_gpf_bwq_z3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspend_user_confirmation.png" width="400"></p>
</li>
<li class="li">Select a reason for suspending the user and
enter an optional description, then click
<strong class="ph b">Suspend user</strong>.</li>
</ol>
</div>
<p class="p">The user is <a class="xref" href="#topic_y1t_prh_15b">labeled
as suspended</a> and appears in the <a class="xref" href="#topic_b3t_cbs_xgc">Suspended
users list</a>.</p>
<p class="p">If you've just suspended a user, it might take a few minutes for
the suspended user to be displayed in the list. Wait for a
few minutes, then refresh your browser page.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_jr4_cbs_xgc">
<h2 class="title topictitle2" id="ariaid-title5">Unsuspending an end user</h2>
<div class="body">
<div class="p">
<div class="div">
<p class="p">You can unsuspend users from their profile page or from the
Suspended users list.</p>
<strong class="ph b">To unsuspend a user from
their profile page</strong><ol class="ol" id="topic_jr4_cbs_xgc__ol_t1l_33s_xgc">
<li class="li">Open an end user's profile using one of the
following methods in Support: <ul class="ul" id="topic_jr4_cbs_xgc__ul_u1l_33s_xgc">
<li class="li">Click the <strong class="ph b">Search</strong> icon (<img class="image" height="11" id="topic_jr4_cbs_xgc__image_v1l_33s_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" width="11">),
then search for the end user you want to
view.</li>
<li class="li">Click the tab for the ticket requester's
profile in a ticket.</li>
<li class="li">Click <strong class="ph b">Customers</strong> (<img class="image" id="topic_jr4_cbs_xgc__image_jcq_kfg_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar, then
click the end user's name.</li>
</ul>
</li>
<li class="li"> In the upper-left corner of the profile page,
click <strong class="ph b">Unsuspend</strong>. <p class="p"><img class="image" id="topic_jr4_cbs_xgc__image_ajn_l3s_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspended_user_profile-close.png"></p>
<p class="p">The end user is
immediately unsuspended. There may be a delay
before conversations can proceed as
usual.</p>
</li>
</ol>
</div>
</div>
<p class="p"><strong class="ph b">To unsuspend a user from the Suspended users list</strong></p>
<ol class="ol" id="topic_jr4_cbs_xgc__ol_db4_q3s_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Customers</strong>
(<img class="image" id="topic_jr4_cbs_xgc__d8e48" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">Suspended users</strong> in the left sidebar.</li>
<li class="li">Click the options menu (<img class="image" id="topic_jr4_cbs_xgc__image_yjs_s3s_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), then select
<strong class="ph b">Unsuspend</strong>.<p class="p"><img class="image" id="topic_jr4_cbs_xgc__image_zfr_t3s_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/unsuspend_user-list.png" width="150"></p>
<p class="p">The end
user is immediately unsuspended. There may be a
delay before conversations can continue.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_y1t_prh_15b">
<h2 class="title topictitle2" id="ariaid-title6">Identifying suspended users</h2>
<div class="body">
<p class="p">Suspended users are labeled as suspended on the profile, context panel,
and Customers page. Additionally, all suspended end users appear on
the <a class="xref" href="#topic_b3t_cbs_xgc">Suspended users
list</a>. </p>
<p class="p">You can identify suspended users in the following ways: </p>
<div class="p">
<ul class="ul" id="topic_y1t_prh_15b__ul_kry_ljs_xgc">
<li class="li">The <em class="ph i">Suspended</em> tag appears in the customer context
panel. <p class="p"><img class="image" id="topic_y1t_prh_15b__image_glz_5js_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspended_user_banner-customer_context.png" width="250"></p>
</li>
<li class="li">The <em class="ph i">User suspended</em> status is indicated in the
upper-left corner on the user's profile. <p class="p"><img class="image" id="topic_y1t_prh_15b__image_gt4_wjs_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspended_user_profile-close.png" width="250"></p>
</li>
</ul>
</div>
<div class="p">
<ul class="ul" id="topic_y1t_prh_15b__ul_jsj_yzf_fhc">
<li class="li">The <em class="ph i">Suspended</em> tag appears next to the users name
on the Customers page.<p class="p"><img class="image" id="topic_y1t_prh_15b__image_mc1_fbg_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspended_tag_customer_list.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_b3t_cbs_xgc">
<h2 class="title topictitle2" id="ariaid-title7">Viewing suspended users</h2>
<div class="body">
<p class="p">You can view all users that have been suspended in the Suspended users
list. You can also search for suspended users.</p>
<p class="p">If you've just suspended a user, it might take a few minutes for the
suspended user to be displayed in the list. Wait for a few minutes,
then refresh your browser page.</p>
<p class="p"><strong class="ph b">To view the Suspended users list</strong></p>
<ol class="ol" id="topic_b3t_cbs_xgc__ol_hxp_cjs_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Customers</strong>
(<img class="image" id="topic_b3t_cbs_xgc__d8e48" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">Suspended users</strong> in the left sidebar. <p class="p"><img class="image" id="topic_b3t_cbs_xgc__image_jxp_cjs_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspended_users_list.png" width="250"></p>
<p class="p">The
Suspended users list appears.</p>
</li>
<li class="li">To take action on a specific user, you can do any of the
following:<ul class="ul" id="topic_b3t_cbs_xgc__ul_s1n_rxf_w3c">
<li class="li">Click the user's name to view their
profile.</li>
<li class="li">Click the options menu at the end of the user's
row, then select an option to edit, unsuspend, or
delete the user.</li>
</ul>
<p class="p"><img class="image" id="topic_b3t_cbs_xgc__image_dgp_lvs_z3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/unsuspend_user-list.png" width="150"></p>
</li>
</ol>
<div class="p">
<strong class="ph b">To search for suspended users</strong><ol class="ol" id="topic_b3t_cbs_xgc__ol_ypr_dwf_w3c">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>,
click the <strong class="ph b">Search</strong> icon (<img class="image" id="topic_b3t_cbs_xgc__image_txw_5vg_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">) in the upper-right of
the top toolbar to open the search
tool.<p class="p">Alternatively, to limit your search to end
users or internal team members, open the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828129946#topic_nbl_3mz_lqb" target="_blank">Customers
page</a> or the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843830938#topic_bgk_lfn_lqb" target="_blank">Team members
page</a>.</p>
</li>
<li class="li">Enter <strong class="ph b">is_suspended:true</strong> in the search box, then
press <strong class="ph b">Enter</strong>.<div class="p">You can also enter <strong class="ph b">is_suspended:true [<em class="ph i">name</em>]</strong> to return all users with a specific
name. For example, <strong class="ph b">is_suspended:true Otis</strong>
returns all users named Otis who have been
suspended.<div class="note note">
<span class="notetitle">Note:</span> Currently, you can’t search for
users who have been suspended from the messaging
channel only. <em class="ph i">Is_suspended</em> only returns
users who have been suspended from all
channels.</div>
</div>
</li>
</ol>
</div>
</div>
</div>
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