# 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](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FFOvrXVclBTCqNhk3YN7k%2FSystem%20Settings%20Block%20Contact%20edit.png?alt=media\&token=e8ca6a3a-9b63-4e8e-bc71-e980bd58a085)

{% 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](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2Fks8QFKEN0CObrbFjbOLl%2FBlock%20Contact.png?alt=media\&token=80112f5d-2324-4c63-b625-0001b8c95ebf)

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](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FQLf3Viy5Ihgh8jtza0E8%2FBlock%20Tab.png?alt=media\&token=6fec4508-9152-4af0-a187-b774c1e965f9)

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="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MP7hsS2hfIgQgd2pLsJ%2F-MP8RXB4ZzKedBLWhWZD%2FUnblock%20Ticket.PNG?alt=media&#x26;token=d4de8f74-e73c-496f-b69c-f571b78b5f6b" alt="" data-size="original"> ).

![Blocked Ticket List on Supervisor's Dashboard](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FRzKuEHmre8l6icHaQUTs%2FBlocked%20Ticket%20SPV.png?alt=media\&token=9ccd5e7d-0ba2-486e-b8e3-1cbdce3851f2)

{% 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](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FCZ9TEieF5ZZFzBmSMs2r%2FUnblock%20Ticket.png?alt=media\&token=9199a859-7fc4-4080-b344-53b856a50e2c)

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](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FaEjKsU6Oq7hV6xgGyxSt%2FUnblock%20Contact.png?alt=media\&token=cb000fa7-8105-4b3a-b296-8aedba0ae1f3)

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](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2F9JRtjwdmIlZtiXOqJwTO%2FUnblock%20Contact.png?alt=media\&token=e6d63f3c-b160-4910-b519-cfb5fde46939)

{% 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 %}