> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/customer-service/dashboard/blocked-ticket.md).

# Blocked Ticket

The agent can block the customer's contact and ticket if Admin enables the feature on the system settings.

![System Settings - Enable Block Contact](/files/lO92R4gnRsr0H6tuXLYD)

{% hint style="info" %}
The feature that should be enabled on **system settings** is **enable block contact** feature to become ‘True‘**.**
{% endhint %}

Feature block contact allows you to block a contact of customers if contact is marked as spam. Contact that has been blocked will move to the **Blocked** tab. If you get a message from customers that have been blocked, the message will appear in the blocked ticket list of the supervisor. For example, a customer who is indicated as spam sends a message to an Agent or Bot. Their tickets will be entered in the agent’s **Inbox** tab, as shown below.

Click the customer's avatar, then you will see a pop-up of customer contact (360 Customer View), click the **'Block'** button such images below.

![360 Customer View - Block Contact](/files/ChzCf78dB4ZMdBCCvd6F)

If you successfully block a customer’s contact, you will see a ‘Success’ notification. Then, on the customer’s contact page, the customer’s contact will move to the **Blocked** tab, like the image below.

![Blocked Tab](/files/FU0bLQxxVzSqK14rCxt7)

On the customer support page of the Agent, close the customer ticket. If the customer sends a message to the Agent or BOT again, the message will appear in the blocked ticket list of the supervisor. In this section, you can also unblock a ticket by pressing the **'Unblock Ticket'** button ( <img src="/files/-MP8RXB4ZzKedBLWhWZD" alt="" data-size="original"> ).

![Blocked Ticket List on Supervisor's Dashboard](/files/PQyVnpvh2YlBoDkKCr8E)

{% hint style="info" %}
**Unblock Tickets:** This feature only functions to unblock tickets, not to unblock contacts. When the ticket is unblocked, the ticket will move to the **BOT** tab (If the BOT is activated) or will move to the **Unassigned** supervisor tab (if the BOT is not activated).
{% endhint %}

And then, you will prompt to confirm the unblock ticket, click 'Yes' to proceed or you can click 'No' to return to the customer support page.

![Confirmation Unblock Ticket](/files/Phj2k3awnf2GkLT72USB)

But, if you want to unblock a customer’s contact, in the list of the blocked ticket, click the avatar of that customer. And then, you will see a pop-up of customer contacts (360 Customer View), click the **'Unblock'** button such images below.&#x20;

![Unblock Contact](/files/Z0Fin0PIe394qNz6YmEH)

Then, you will prompt to confirm the unblock request, such as the images below. This picture shows you if you haven't opened that user blocked ticket.

![Confirmation Unblock Contact](/files/6MgAe4i26c1cuev45nWI)

{% hint style="info" %}
**Unblock All**: Existed blocked tickets from this contact will move to the **Unassigned** tab or **BOT** tab.\
**Delete All**: Existed blocked tickets from this contact will be deleted from the system and database.
{% endhint %}