Disable customer

sandeep.h
sandeep.h Member Posts: 18 ✭✭
in Helpdesk

Hi team,

I really like the new feature of the ability to disable contact. Do we have similar feature for disabling a customer?

For our old customer's we have a legal reason to maintain the tickets for some time but we want to prevent any more tickets to be created for them. If there any way to do this?

If not, then can we have a similar feature to disable customers?

Kind regards,

Sandeep H

Comments

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 317 admin

    Hey there,

    Happy you like it!
    If I may ask, what is the use case in which new tickets come up from old contact?
    Asking so I can provide a better picture and example for our product team to think about this.
    Likewise with customer disablement, please 🙏

  • dragos.t
    dragos.t Internal, Support Moderator Posts: 51 admin

    Hello @sandeep.h,

    Regarding this. Please be aware that we do not currently have a way to disable a customer.

    One workaround for this is to remove the Main contact option from all contacts, and then enable the option "Tickets by main contact only". This will prevent old customers from creating tickets via email. From the customer portal, they will still be able to do it.

    Another thing that you can do, is to set the rank of your old customers to "Blocked".

    image.png

    The blocked rank is mostly a visual feature, so it does not impact contacts within that customer, however, you also have the possibility to create a ticket automation rule anytime a ticket is created by a contact that is part of a blocked customer.
    With this rule, you can set the ticket to close automatically and send an email to them stating that you no longer provide support to that company.

    image.png

    The conditions and rules.

    image.png

  • sandeep.h
    sandeep.h Member Posts: 18 ✭✭

    @dragos.t thanks for the suggestion. Yes I like the Idea of Blocked Customer Rank and then a rule which will send email to Team leaders if a ticket is created.

    @gilgi Use case is to prevent any work done by Technician for an ex-client. Another use case is if a client is on Credit-hold and Management has advised us about that. Normally this is temporary block but this suggestion provided by dragos.t will work in this situation as well.

    Thanks.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 317 admin

    Thanks for getting back to me - that's misfortunate side of business, sorry that you need to deal with that. Good thinking to ensure employees are not spending time on non-paying customers, in that regards it's actually very interesting use case and I'll share with our billing team.

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