Suspending and unsuspending end users


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.


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Summary: ◀▼
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.




Admins and agents with permission 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.
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.
Agents cannot suspend other agents. To suspend an agent, admins should follow the
process for downgrading and removing an
agent.
This article discusses the following topics:

Suspending an end user
Unsuspending an end user
Identifying suspended users
Viewing suspended users

Related articles:


Understanding and
managing end-user suspension




Suspending an end user

If an agent has permission to suspend end
users, 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 Suspended tickets
view.
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.
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 Understanding and managing
end-user suspension.
This section includes the following topics:


Suspending an end user in a ticket
Suspending an end user from their profile




Suspending an end user in a ticket

Agents can suspend end users in a ticket.
To suspend an end user in a ticket


In a ticket, click the options menu ( ), then select Suspend
user.

Select the channel(s) from which you are
suspending the user (Messaging or All
channels).

Select a reason for suspending the user and
enter an optional description.
Click Suspend user.


The user is labeled
as suspended and appears in the Suspended
users list.
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.



Suspending an end user from their profile



Agents can suspend end users from their user
profile.



To suspend an end user from their user profile
Open an end user's profile using one of the
following methods in Support:
Click the Search icon ( ),
then search for the end user you want to
view.
Click the tab for the ticket requester's
profile in a ticket.
Click Customers ( ) in the sidebar, then
click the end user's name.


Click the user options menu in the top right,
then select Suspend.

Select the channel(s) from which you are
suspending the user (Messaging or All
channels).

Select a reason for suspending the user and
enter an optional description, then click
Suspend user.


The user is labeled
as suspended and appears in the Suspended
users list.
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.




Unsuspending an end user



You can unsuspend users from their profile page or from the
Suspended users list.
To unsuspend a user from
their profile page
Open an end user's profile using one of the
following methods in Support:
Click the Search icon ( ),
then search for the end user you want to
view.
Click the tab for the ticket requester's
profile in a ticket.
Click Customers ( ) in the sidebar, then
click the end user's name.


In the upper-left corner of the profile page,
click Unsuspend.
The end user is
immediately unsuspended. There may be a delay
before conversations can proceed as
usual.




To unsuspend a user from the Suspended users list

In Support, click Customers
( ) in the sidebar.
Click Suspended users in the left sidebar.
Click the options menu ( ), then select
Unsuspend.
The end
user is immediately unsuspended. There may be a
delay before conversations can continue.





Identifying suspended users

Suspended users are labeled as suspended on the profile, context panel,
and Customers page. Additionally, all suspended end users appear on
the Suspended users
list.
You can identify suspended users in the following ways:


The Suspended tag appears in the customer context
panel.

The User suspended status is indicated in the
upper-left corner on the user's profile.





The Suspended tag appears next to the users name
on the Customers page.






Viewing suspended users

You can view all users that have been suspended in the Suspended users
list. You can also search for suspended users.
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.
To view the Suspended users list

In Support, click Customers
( ) in the sidebar.
Click Suspended users in the left sidebar.
The
Suspended users list appears.

To take action on a specific user, you can do any of the
following:
Click the user's name to view their
profile.
Click the options menu at the end of the user's
row, then select an option to edit, unsuspend, or
delete the user.





To search for suspended users
In Support,
click the Search icon ( ) in the upper-right of
the top toolbar to open the search
tool. Alternatively, to limit your search to end
users or internal team members, open the Customers
page or the Team members
page.

Enter is_suspended:true in the search box, then
press Enter. You can also enter is_suspended:true [name] to return all users with a specific
name. For example, is_suspended:true Otis
returns all users named Otis who have been
suspended.
Note: Currently, you can’t search for
users who have been suspended from the messaging
channel only. Is_suspended only returns
users who have been suspended from all
channels.






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