Admin tool request: List of suspended users

Hey Heather,

Thanks for that.

Could the request for a dedicated . field showing suspension date (as well as suspension actor) remain as considered within this feature scope?

Thanks,
Lisa 

@product Managers- I agree with Lisa- we do need some visibility into different user updates including a designated date/time/agent who suspends a user separated out.

Regarding the original request to have a list of suspended users: it's not a view or "list" per se, but the Suspended property is now searchable. Take a look here: https://support.zendesk.com/hc/en-us/articles/360001884568-Announcing-Support-search-property-enhancements

+1 here as well. It is very nice of Zac to point out how to find the suspended users. However, I still have no way of knowing why 2,500 of my users got suspended, or who did it.

The fact that a user can go into a suspended state, with no notification, or a reason as to why, is kind of mind-boggling.

Owen

I know this may not help everyone, but the audit log does give details of user suspensions.

This is available on the Enterprise plan.

But as you say, there is no notification for these changes other than look into the audit log from time to time or search as Zac suggested.

I'd like also to see Suspended label in the list of accounts for an Organization. Some times we have 20+ users and it's impossible to determine active/suspended from the list. It is required to go into the user's profile and check.

Hi all - 

A quick update here, I've received word from the product team that a number of the issue of the suspended user list will be addressed by some new admin features that will be rolling out in 2020. 

We don't have ETAs or specifics we can share at this point, but please know the feedback you have shared here has influenced the roadmap. We'll continue to share updates here as they are available. 

Is there any update on this rollout timing this year?

Moku

If you are looking for a quick way to list suspended users, in Support, use the following search:

is_suspended:true

I would like to add my vote for this feature.  I keep seeing our internal employees get added to the suspended user list.  This makes their emails to our support team go to the suspended box.  I am not finding a way to quickly download the suspended user list so I can audit it.  This is frustrating. 

Adding my +1 to this feature request. 

Especially since if we want to allow agents to edit the user (to edit the user's name from xysts to "John", for example), the suspend user feature is also granted for the agent. If we can't see who suspended the user, and why it was suspended, it's not ideal.

+1; I can see this is marked as Planned which is great news, but do we have an idea of timeline for this feature?  Tracking agent seats and licence usage is far more fiddly than it should be, and Explore doesn't have sufficient reporting capability to make up the difference. 

While this information is available via add-ons or pulling via the API, the UI in Admin > People > Agents could be better to help with this.  At the moment, to track agent usage, we're pulling results from the API at intervals but this isn't sustainable for a centre of our size (250+ licences, 300 agents including light agents).

• Jump to page: currently to get to the most recent agents, you have to click through 20+ pages (when you’re over 300 agents). Should be an option to “go to page”. 
• Suspended user filter: Finding suspended users to recover licences means going through 20+ pages and looking out for the note by them; there should be a drop-down option to filter by suspended agents.  
• Chat users filter: There’s a dropdown option to search for Talk users; please can we get this for Chat now that “Chat only” users take seats? For context, we don’t expect to have Light Agents with Chat access, but sometimes this happens by accident, and it becomes difficult to find where the seat is being used. 

Hi Harriet - 

We do not have a timeline we can share at the moment, but it remains planned. 

[UPDATED: July 11, 2022]

We're pleased to announce that you can now view your list of suspended end users & agents in the following locations - 

For the list of suspended end users:

• Support > Customers page > In the search box enter 'is_suspended:true'

For the list of suspended end users, if you have Customer Lists add-on enabled:

• Support > Customer Lists > All customers > In the search box enter 'is_suspended:true'

This feature has been enabled for the new Team Members page as well.

For the list of suspended agents:

• Admin Centre > People > Team Members > 'Go to new team members page' > In the search box enter 'is_suspended:true'

For more ways to use search on the Customers, Organizations & Team Member pages, please look at our search reference document.

[October 11, 2021]

Thank you all for sharing your feedback with us.
At the moment, we are focused on scaling 'lists' to support large volumes of data and enable filtering on object data. While this is a feature we definitely would like to look into, it is not a part of our current committed roadmap yet.
One question I'd like to get your input on is - is this functionality you would like to see primarily for Staff Members or End users?
Any additional details, current workarounds that you could provide us with, would also be great.

To quote 13001560's comment, there is a way to find suspended users today:

• Go to Admin>Manage>People.
• On the right hand pane, there is a 'Bulk Management' widget. Select 'bulk end user delete'.
• A list of users is shown and includes a sortable column headed 'suspended'.
• Click the suspended column header until suspended users appear at the top.

One other question we'd like to ask - Is this level of functionality sufficient, and are there other must have capabilities that would you like to see?

If you're happy to speak to us, please let me know, and we'll reach out to you.
Thank you for your patience, and looking forward to hearing from you.

@Pratishtha Nahata

- We would like to see this for Staff Members.

- The existing work around doesn't really work well for us since we can't filter that list down by any other criteria or add additional sort columns like Organization or specific tags.

- Also, the history for how a user and was suspended and by whom is also good information from the original request since sometimes we are troubleshooting an incorrect Agent action on a contact.

- I am happy to speak with the Zendesk team if you'd like!

Thanks for getting back to us on this @Sara Ledger with more details! 

Regarding the history of actions on a user object - there is a feature called "Audit log" in the Zendesk Admin Centre that may help. It can be accessed from 'Admin Centre > Account > Audit log'. 

Another member of our product team, @Tom Dupuche may reach out to you in a couple of weeks to learn more about viewing suspended staff members specifically.

@Pratishtha Nahata - I've attempted to use the Audit log and that doesn't work for our purposes since again, you can't filter by Organization or tag and additionally, can't search by that user. If you're looking for something and have no idea when it might have occurred, its like searching for a needle in a haystack.

Thanks for sharing more details @Sara Ledger - that makes a ton of sense. I'll definitely share this feedback with the relevant team!

At present the workaround described in this article results in a timeout error for our account. Are there are any, other solutions available or a more recent update? (the last one is from October of last year).

Thanks for reaching out @sio, I've updated the official comment to reflect the latest information, please let us know if it doesn't work for you.

Thanks @pratishtha, appreciate you getting back to me. Thing is: how would one filter for suspended accounts? You've updated the official response to suggest:

Regarding the history of actions on a user object - there is a feature called "Audit log" in the Zendesk Admin Centre that may help. It can be accessed from 'Admin Centre > Account > Audit log'. 

With no way to filter to show suspensions it's pretty tough to find what you're looking for. In addition, if you're looking for a list of currently suspended accounts they could stretch back to the beginning of your account.

I just want to be really clear here: I'm looking for a current list of suspended users in our account that we can review to determine if they have been suspended in error. 

If the audit log is the best suggestion you have then what you're actually saying is it's just not possible right now. Is that correct? Thanks in advance for providing further clarity.

Hi @sio - I've added my update to the top of the official comment (this is the first comment that appears on the post & is highlighted in a blue box with the text 'official comment'). Instead of the Audit log, if you go to the 'Customers' page in Support, and type in "is_suspended:true" you will see a list of end users who are suspended. You could use the same functionality on the new Team Member's page in Admin Centre for agents. You can find more information on this announcement post. Please let me know if you have further questions, thanks!

Hi @pratishtha, I see my mistake (I wasn't on the first page of comments) and thanks for the clarification.

For anyone who was having the same trouble as me, click here to go directly to that post: https://support.zendesk.com/hc/en-us/community/posts/4409217609882/comments/4409242780058

Commenting here to say that the ability to filter and export data on users, specifically Agents, would make our lives much easier!