Presently, there is a filter to show Suspended users only, by means of a checkbox. That means it is impossible to view non-Suspended users only.
In fact, I often want (and I expect many folks often want) to see only non-Suspended users (that is, to hide Suspended users), and I would prefer to set that as the default.
@shawna11
I want to co-sign this request and would like to take it a step further, I'd like to suggest that only non-suspended users are shown anywhere users are mentioned, unless suspended users are specifically and explicitly included or selected in filters.
Even when users are suspended, active users have the ability to select them in the Assignee dropdown on tickets, for example… Even though they are suspended. Seeing suspended users everywhere is incredibly messy, and is not helpful when we are trying to keep track of users.
We have to manually remove suspended users from groups in order to prevent them from showing in the Assignee dropdown. It's incredibly tedious and repetitive.
Our use-case is very simple: we have many users on our account, and filtering through non-suspended users is currently impossible. From the Team members page, we can only select seeing only suspended users from the filters, but when that checkbox is left unchecked, we see both suspended and non-suspended users.
We cannot simply delete suspended users as we need to maintain historical data, but currently suspended users take up a substantial amount of valuable space and time on a daily basis.
Maddie is 100% correct. Zendesk got the UX backwards in this case.
This request becomes even more important when looking at the current overall user-management experience in Zendesk.
First, the full Customer Lists filtering functionality is effectively limited to admins or to very specific custom-role permissions, which already makes this tool much less practical for day-to-day operational work. At the same time, the available filters and overall usability are still quite limited.
Second, Zendesk officially states that Customer Lists is a legacy add-on. Yet there is no clearly better modern replacement for the same use case.
Today, if you open Customer Lists > Suspended users, you can at least see the suspension Reason. However, the list of reasons is too limited, so in many real cases agents end up using Other reason. To see the actual Additional comment, you have to open Edit for each user one by one, which does not scale at all.
Yes, Zendesk suggests using Advanced search > Users with a filter Suspended True/False but that is not an equivalent replacement. In practice:
So at the moment we have an awkward gap: the legacy interface is weak, the alternative is incomplete.
Ideally, Zendesk should improve this either:
The Organization > Users page especially needs attention:
This is already closely related to these ideas as well:
In short: if Customer Lists is legacy, the alternative workflows should be improved accordingly, especially Advanced search > Users and Organization > Users, including support for suspension-related fields such as Reason and Additional Comment. If Customer Lists remains available, it should at least provide practical filtering and clear visibility for active versus suspended users.
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