How to suppress a Klaviyo profile from a Zendesk ticket

To suppress a Klaviyo profile from Zendesk, install Optwell, open the customer's ticket and choose Suppress email in the sidebar. Type an optional reason and confirm the button that names the address and the Klaviyo account. Klaviyo suppresses the address, so no email marketing reaches it whatever its consent says, and Optwell logs an internal note with the optwell_suppressed tag.

Suppress or unsubscribe?

Use suppression when an address should get no email marketing at all, whatever its consent says. Use an unsubscribe when the person only wants to stop one channel or one list.

Before you start

• The key needs Full access to Profiles and Subscriptions.
• Allow suppressing (Klaviyo) must be on, and the agent must be in Who may take actions.

Steps

1. Open the ticket. Optwell shows the Klaviyo profile and its current email suppressions with reason and date, so you can see whether it's already suppressed.
2. Choose Suppress email. The confirmation reads like "Suppress dana@example.com in Klaviyo (US store)?"
3. Add a reason for the ticket note, if you want one.
4. Confirm. Nothing is sent before that click, and the change is sent once.
5. Read the result. Optwell reads the profile back. The panel shows the suppression, and the note records what Klaviyo showed afterwards.

What the panel shows about suppressions

Suppressions are listed in plain words with their dates: Unsubscribed, Hard bounce, Invalid email, Marked as spam or Suppressed manually. A profile that can't receive marketing shows "No marketing can reach this person".

Lifting a suppression

Optwell doesn't lift suppressions. That stays a deliberate step inside Klaviyo, so a suppression added from a ticket can't be reversed by accident from another ticket.

If the change isn't visible yet

Klaviyo applies suppressions as a background job. If it's still running, the panel says "Sent; Klaviyo is still applying it" and the note gets an optwell_check tag. Press Refresh after a minute. If the answer was unclear ("No clear answer"), refresh and check the profile before doing it again.

What it costs

Optwell is $110 a month per Zendesk account on Team (up to 12 agents and admins) or $9.50 per agent per month on Scale (13 or more). Every feature is on both plans, with a 14-day trial; Zendesk asks for a card at install and bills monthly. See the Optwell docs.