Understanding and managing user suspension

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<p id="docs-ai-summary-content">Admins and authorized agents can suspend users who disrupt operations or spam. Suspended users can't sign in, create tickets, or receive notifications, and their requests go to the suspended queue. You can manage who can suspend users by adjusting role permissions. View and manage suspended users from the Customers page to maintain control over user interactions.</p>
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<p class="p">Admins and agents with permission can suspend end users who hassle agents or spam your
organization, post repetitive content, send unsolicited or abusive messages, or
otherwise take agents’ time and focus. Additionally, admins can suspend internal users
(agents) when needed.</p>
<p class="p">This article describes what happens when an end user is suspended, how admins can grant
end-user suspension permission to agents, and how to identify suspended end users, and
how conversations are managed when an end user is suspended. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889293978" target="_blank">Suspending end users</a> for information on suspending and
unsuspending end users.</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">Managing who can suspend users</a></li>
<li class="li"><a class="xref" href="#topic_czl_5gm_fdc">Viewing and managing the Suspended users list</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="suspending_messaging_users__ul_ihs_kfg_fhc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889293978" target="_blank">Suspending end users</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888690842-Downgrading-and-removing-an-agent#topic_zfr_vq5_w2b" target="_blank">Suspending an agent’s account</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9418700382618" target="_blank">About banning IP addresses from messaging
channels</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">End-user suspension permissions are determined by the role assigned to an
agent. If an agent’s role allows them to edit <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_tep_mig_bd" target="_blank">end-user profiles</a>, they can also suspend
messaging users. See <a class="xref" href="#topic_j4d_cbs_xgc">Managing who can
suspend users</a> for more information.</p>
<p class="p" dir="ltr">When you suspend an end user:</p>
<ul class="ul" id="topic_erq_nfg_fhc__ul_htq_qfg_fhc">
<li class="li" dir="ltr">The <em class="ph i">Suspended</em> tag is added to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">user’s profile</a>, their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458#topic_q5j_kpz_vkb" target="_blank">user essentials card</a>, and next to
their entry in the Customers list.<p class="p"><img class="image" id="topic_erq_nfg_fhc__image_cv4_yfg_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/suspended_tag.png"></p>
</li>
<li class="li" dir="ltr">The user can't sign in or create new tickets through any
channel, or through 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 queue.
</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" dir="ltr">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 <strong class="ph b">messaging ticket</strong>:</p>
<ul class="ul" id="topic_erq_nfg_fhc__ul_pgb_bgg_fhc">
<li class="li" dir="ltr">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">related 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 when they are suspended, 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 occur:</p>
<ul class="ul" id="topic_erq_nfg_fhc__ul_fpw_tgg_fhc">
<li class="li" dir="ltr">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832151834#id_xsq_5f5_st" target="_blank">ticket status</a> is updated to
Pending, On-Hold, or Solved.
</li>
<li class="li" dir="ltr">The ticket is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832151834" target="_blank">Closed</a>.
</li>
<li class="li" dir="ltr">An agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">ends the ticket’s related messaging
session</a>.
</li>
<li class="li" dir="ltr">The related messaging conversation <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank">becomes inactive</a>.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_j4d_cbs_xgc">
<h2 class="title topictitle2" id="ariaid-title3">Managing who can suspend users</h2>
<div class="body">
<p class="p">End-user suspension permissions are determined by the role assigned to an agent. If
an agent’s role allows them to edit <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_tep_mig_bd" target="_blank">end-user profiles</a>, they can also suspend
messaging users.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> By default, only the Admin system role can suspend end users. If you’re on a
Suite Enterprise plan, you can create a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role</a> to permit non-admins
permission to suspend end users.</div>
</div>
<p class="p"><strong class="ph b">To configure messaging user suspension permissions</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__d8e566" 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> at the bottom of the page.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_czl_5gm_fdc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing and managing the Suspended users list</h2>
<div class="body">
<p class="p">Suspension details are available from the Suspended users list on the Customers
page.</p>
<p class="p"><strong class="ph b">To view suspension details for a user</strong></p>
<ol class="ol" id="topic_czl_5gm_fdc__ol_aly_nhm_fdc">
<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_czl_5gm_fdc__d9e48" 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> from the <strong class="ph b">Customer lists</strong> to show a list of
suspended users.</li>
<li class="li">Find a user and select <strong class="ph b">Edit</strong> from the options menu.<p class="p"><img class="image img-screenshot" id="topic_czl_5gm_fdc__image_ryg_k3m_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user-options-suspend-list.png" width="730"></p>
<p class="p">Details about the suspended user appear.</p>
<p class="p"><img class="image img-screenshot" id="topic_czl_5gm_fdc__image_plv_1jm_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user-options-suspend-edit.png" width="400"></p>
</li>
</ol>
<p class="p">Additionally, you can search for suspended users on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828129946" target="_blank">Customers page</a> using the is_suspended term.</p>
<p class="p">For example:</p>
<ul class="ul" id="topic_czl_5gm_fdc__ul_ckv_4ks_xgc">
<li class="li">
<strong class="ph b">is_suspended:true Otis</strong> returns all users named Otis who have been
suspended.</li>
<li class="li">
<strong class="ph b">is_suspended:true</strong> returns all users who have been suspended.</li>
</ul>
<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>
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