Understanding and allowing user suspension

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<p id="docs-hc-snippet" style="display: none;">Admins and agents with permission can suspend end users who disrupt operations or spam the organization. Additionally, admins can suspend agents when needed.</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 users who disrupt operations or spam, preventing them from signing in, creating tickets, or receiving notifications. Suspended users' messages go to a suspended queue, and messaging sessions end. Agents can suspend users if they have permission to edit user profiles, with role-based controls available for Enterprise plans. Suspension helps manage user interactions and maintain support workflow integrity.</p>
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<p class="p">Admins and agents with permission can suspend end users who disrupt operations or spam
the organization. Additionally, admins can suspend agents when needed. </p>
<p class="p">End users can be suspended from just the messaging channel, or from all channels. They
are barred from signing in to the channel or channels from which they were suspended,
and any support requests received from them through those channels are delivered to the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893392922#topic_ukg_lbf_kd" target="_blank">Suspended tickets</a> view.</p>
<p class="p">Agents can only be suspended from all channels. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888690842-Downgrading-and-removing-an-agent" target="_blank">Downgrading and removing an agent</a>.</p>
<p class="p">Agents must have access to all tickets or be in a custom role with permission to suspend
users. </p>
<p class="p">This article describes what happens when an end user is suspended and describes how
admins can grant end-user suspension permission to agents. To suspend and unsuspend end
users, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889293978" target="_blank">Suspending and unsuspending end users</a>.</p>
<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="suspending_messaging_users__ul_g23_h3g_fhc">
<li class="li"><a class="xref" href="#topic_erq_nfg_fhc">About suspended end users</a></li>
<li class="li"><a class="xref" href="#topic_j4d_cbs_xgc">Allowing agents to suspend users</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_erq_nfg_fhc">
<h2 class="title topictitle2" id="ariaid-title2">About suspended end users</h2>
<div class="body">
<p class="p" dir="ltr">When you suspend an end user, the following actions occur:</p>
<ul class="ul" id="topic_erq_nfg_fhc__ul_htq_qfg_fhc">
<li class="li">The user appears on the Suspended users list and is labeled as suspended on the
profile, context panel, and Customers page.</li>
<li class="li" dir="ltr">The user can't sign in or create new tickets through any channel,
including the API. </li>
<li class="li" dir="ltr">Users <em class="ph i">aren't</em> notified that they have been suspended.
</li>
<li class="li" dir="ltr">New support requests received from the user’s registered
identities are added to the suspended tickets view. </li>
<li class="li" dir="ltr">The user no longer receives notifications from help center
articles or sections they follow.
</li>
<li class="li" dir="ltr">If a ticket requester is suspended, they won't receive email
notifications for the ticket.
</li>
<li class="li" dir="ltr">Suspended CC'd users don't receive notifications. Additionally,
any email replies they send are sent to the suspended tickets queue. If
a ticket has multiple CC'd users and at least one of them is suspended,
none of the CC'd users will receive notifications.
</li>
<li class="li">(All-channel suspension only) A ticket won't be created if a suspended user
calls any of your Zendesk phone lines.</li>
</ul>
<p class="p">Additionally, if the end user is suspended from a messaging ticket:</p>
<ul class="ul" id="topic_erq_nfg_fhc__ul_pgb_bgg_fhc">
<li class="li" dir="ltr">The r<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">elated messaging session ends</a>. </li>
<li class="li" dir="ltr">The conversation <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank">becomes inactive</a>. </li>
<li class="li" dir="ltr">The messaging channel option in <em class="ph i">that ticket’s</em>
composer is turned off. Agents can no longer add messages to the
conversation.
</li>
<li class="li" dir="ltr">User messages in <em class="ph i">that ticket’s</em> conversation are
no longer added to the ticket.
</li>
<li class="li">If your account is using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8195486407706" target="_blank">multi-conversations</a>, users can
continue to interact with any other ongoing conversations as if they have not
been suspended. This means that messages in these conversations from suspended
users will be viewable by agents, and added to the conversation’s ticket.</li>
</ul>
<p class="p">If a user has active tickets, suspending them will not immediately block them from
interacting with those tickets. They will no longer be able to reply to existing
tickets when one of the following events occurs:</p>
<ul class="ul" id="topic_erq_nfg_fhc__ul_fpw_tgg_fhc">
<li class="li" dir="ltr">The ticket status is updated to Pending, On-hold, or Solved. </li>
<li class="li" dir="ltr">The ticket is Closed. </li>
<li class="li" dir="ltr">An agent ends the ticket’s related messaging session. </li>
<li class="li" dir="ltr">The related messaging conversation becomes inactive. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_j4d_cbs_xgc">
<h2 class="title topictitle2" id="ariaid-title3">Allowing agents to suspend users</h2>
<div class="body">
<p class="p">Admins can suspend agents and end users by default. Agents can suspend end users if
they have permission to edit users profiles. To edit users profiles, the agent must
have access to all tickets. On Enterprise accounts, the ability to suspend users is
determined by the agent's custom role. Suspension permissions are granted for all
channels.</p>
<div class="p">
<strong class="ph b">To allow agents to suspend users (non-Enterprise plans)</strong><ol class="ol" id="topic_j4d_cbs_xgc__ol_nb2_tcg_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_j4d_cbs_xgc__image_txw_5vg_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">), then search for the agent.<p class="p">Alternatively,
open the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843830938#topic_bgk_lfn_lqb" target="_blank">Team members page</a>, then search
for the agent</p>
</li>
<li class="li">Click the agent's name to open their profile.</li>
<li class="li">Ensure <strong class="ph b">Access</strong> is set to <strong class="ph b">All tickets</strong>.<p class="p">Agents must have access to all
tickets to create or edit end users, and agents must be able to
edit end users to suspend a user. </p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To allow agents to suspend users (Enterprise plans)</strong></p>
<div class="p">
<ol class="ol" id="topic_j4d_cbs_xgc__ol_xh5_hbs_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_j4d_cbs_xgc__d8e674" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">Select or create a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role</a> to configure for
end-user suspension.</li>
<li class="li">Scroll to the <strong class="ph b">People</strong> section on the role’s configuration page, then
under <strong class="ph b">Manage end users</strong>, select one of the following:<ul class="ul" id="topic_j4d_cbs_xgc__ul_jy3_lbs_xgc">
<li class="li">
<strong class="ph b">View only</strong>, which allows agents to view the <a class="xref" href="https://support.zendesk.com/knowledge/revisions/QnJhbmQ6MzYwMDAyMjU2OTIw/QXJ0aWNsZTo4MDA5NzMzNDY1MzcwOjU5/en-us?showDiff=true#topic_wqm_2b5_bdc" target="_blank">Suspended user list</a> and
details for each suspended user, but does not let them suspend
users.</li>
<li class="li">
<strong class="ph b">Add, edit, and assume profiles in organizations they belong
to</strong>, which allows agents to suspend end users who are part of
the same organization.</li>
<li class="li">
<strong class="ph b">Add, edit, and assume profiles for any end users</strong>, which
allows agents to suspend any end user.</li>
<li class="li">
<strong class="ph b">Add, edit, delete, and assume profiles for any end users</strong>,
which allows agents to suspend any end user.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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