Contact moderation

The contact card in the ticket sidebar has “Mute” and “Block” buttons. They help deal with spam and toxic customers without deleting the conversation. Any operator in the project can use them.

How the states differ

• Muted — the customer's messages still land in tickets and show in the chat, but their tickets send no notifications: no push or bell notifications to operators, no alerts from the project's notification rules, no SLA notifications. Handy when a customer promised "sending it now" but keeps sending unimportant follow-ups instead.
• Blocked — the customer's new messages from Telegram, VK, WhatsApp, the widget, email and BillManager are silently dropped: no ticket is created and operators don't see them. The customer isn't told anything, so they won't rush to write through another channel.

Duration and reason

The button opens a window with an optional reason field and a duration: 1 hour, 24 hours (the default), 7 days or forever. After that, the contact card shows a banner with the state and its end time (or “indefinitely”), the reason, and who applied it and when. When the time runs out, the customer automatically goes back to normal.

Where it shows later

A block, a mute, a lift and an expiry are recorded in the event feed of the customer's latest ticket, with who did it (the system, for an expiry) and, for a block or mute, the reason. The owner and admins see the same records in Audit; they also keep the previous restriction: its reason, term, and who set it and when. After a lift, the contact keeps who lifted the restriction and when.