Suspending end users




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Admins and agents can suspend end users who disrupt operations or spam your organization. Suspended users can't sign in, and their requests go to the Suspended tickets view. You can unsuspend users to restore access. Identify suspended users by the "Suspended" tag on their profile and in the Suspended users list. Manage suspensions to maintain a focused support environment.




Admins and agents with permission can suspend end users who hassle team members
or spam your organization, post repetitive content, send unsolicited or
abusive messages, or otherwise take agents’ time and focus. 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.
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.
This article discusses the following topics:

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

Related articles:


Understanding and
managing end-user suspension
Downgrading and
removing an agent
About banning IP
addresses from messaging channels




Suspending an end user

If an agent’s role allows them to suspend
users, they can do so within a ticket in Agent
Workspace or from the end user’s profile.
When an end user is suspended, the impact on their account, and on active
tickets and conversations, can vary depending on where they are
suspended, the channel through which they are suspended, and more.
See Understanding and managing
end-user suspension for more information.


Note: End users are not notified automatically when they are
suspended. Ask your admin for guidance on communicating the
suspension to end users with an in-channel message or macro.

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 users in a ticket in the Agent Workspace.
To suspend an end user in a ticket


In the ticket interface in Agent Workspace,
click the Ticket options menu ( ).
Select Suspend user.

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

Click Suspend user.
Refresh or reload your browser page to ensure
the Suspended tag is applied across the
UI.





Suspending an end user from their profile



Agents can suspend end users from their user profile
in Zendesk Support.



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 the end user's name on the customer
page.


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

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

Refresh or reload your browser to ensure the
Suspended tag is applied
across the UI.






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 the end user's name on the customer
page.


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 the Customers icon ( ) in the sidebar.
Click Suspended users in the left sidebar.
Click the Options menu ( ) and select
Unsuspend.
The end
user is immediately unsuspended. There may be a
delay before conversations can continue.





Identifying suspended users

All suspended end users are included on the Suspended users list
on the Customers page.
You can also identify suspended users in the following ways:


The Suspended tag appears on their user
essentials card.

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






The Suspended tag appears next to their name on
the Customers list.






Viewing suspended messaging users

You can view all users that have been suspended on the Suspended users
list.
To view the Suspended users list

In Support, click the Customers icon ( ) in the sidebar.
Click Suspended users in the left sidebar.
From
the Suspended users list, you can unsuspend
a user, and perform other management
tasks.


To view the Suspended users list


In Support, click the Customers icon ( ) in the sidebar.
Click Suspended users in the left sidebar.





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