Hi there,
We recently opted Zendesk and we're happy with it.
We noticed some of the end-users were marked as suspended and we're loosing customers queries.
Could any one suggest why this is happening and what we've to do to overcome this issue.
Thanks,
Kiran.
Hi Kiran
Do they end up in the "Suspended tickets" view? If so there is a whole host of different reasons as to why they ended up there. I would suggest you open up a ticket with Zendesk to investigate why they end up there...
If it is the End users account that gets suspended, i can't remember seeing any automated suspend system within Zendesk.
Hi Kiran!
I agree with Carsten. It's most likely that these tickets are ending up in your Suspended View. Before you recover those tickets, you will see a reason for suspension which will give you some insight into what happened. You can find a list of the suspension reasons here: Cause of suspension descriptions.
Hey Libby!
A suspended user will not be able to log in to your Zendesk at all. If they try, there will be an error message that says something to the effect of, "Cannot log in, suspended user".
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Hi Charity,
You can unsuspend the user by navigating directly to their profile and selecting the more options icon towards the top right. More information here: Suspending a user
Let me know if you run into any issues locating this option.
Thanks!