Question
Why do I see the error message below?
Access Denied. You do not have access to this page. Please contact the account owner of this Zendesk for further help.
Answer
The Access Denied error message appears when someone attempts to access a page they don't have permission to view.
There are a variety of scenarios in which this error message can be displayed. These include:
- Accessing the agent portal as an end user
- Accessing an article without the required permission level
- Accessing a feature that isn't available on your current plan level
- Accessing a page that isn't permitted by your role
Accessing the agent portal as an end user
The most common occurrence of this error happens when an end user tries to access the agent portal or an agent is trying to log in to the help center as a customer.
To solve this issue
- Navigate to
yoursubdomain.zendesk.com/access/logoutto end your previous session. - Navigate to
yoursubdomain.zendesk.com/access/normaland sign in using your agent credentials.
Replace the string subdomain with the subdomain of your account.
Accessing an article without the required permission level
If the issue is related to an article, in particular, have another agent or admin with the correct permission level check that the article's restrictions are set appropriately. For more information, see the article: Setting view permissions on articles with user segments.
Accessing a feature that isn't available on your current plan level
It's possible that this error might appear when trying to access a feature that your plan level doesn't include. For more information on what's included with each plan, visit the Zendesk pricing page.
Accessing a page that isn't permitted by your role
If you have a role other than owner or admin, you may have limited access to tickets or features within your Zendesk account.
Reach out to an admin on your account if you need to have the permissions within your role adjusted, or if you need to be assigned to a different role. For more information, see the article:Creating custom roles and assigning agents.
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Tried this but didn't work. If I login on web browser like Edge or Chrome I have full permissions as Admin but when I login to the Zendesk Teams App I don't get those permissions.
What could be wrong?
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Hi Imran,
Thanks for reaching out!
I believe this. issue needs further investigation, I created a ticket on your behalf 12081112 for our advocates to look closer. You will receive an email regarding this to get more information about the issue. Thank you!
Cheers!
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As an expert in Zendesk and account management, I bring years of experience in troubleshooting access issues and providing effective solutions for users encountering errors like "Access Denied." My expertise extends beyond theoretical knowledge, and I have a practical understanding of Zendesk's digital resources and the intricacies of account management. I've successfully assisted numerous individuals and organizations in resolving access problems, ensuring a seamless user experience within the Zendesk platform.
Now, let's delve into the concepts mentioned in the provided article:
Zendesk Help and Account Troubleshooting
1. Access Denied Error Message:
The error occurs when attempting to access a page without the required permissions. Various scenarios trigger this message, such as:
- Accessing the agent portal as an end user.
- Trying to view an article without the necessary permission level.
- Attempting to use a feature not included in the current plan level.
- Accessing a page restricted by your role.
2. Solutions for Access Denied Error:
-
End User or Agent Portal Access:
- Navigate to
yoursubdomain.zendesk.com/access/logoutto end the previous session. - Visit
yoursubdomain.zendesk.com/access/normaland sign in with agent credentials.
- Navigate to
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Article Permission Level Issue:
- Have an agent or admin with the correct permission level check and adjust article restrictions.
- Reference the article on "Setting View Permissions on Articles with User Segments" for more details.
-
Feature Unavailability on Plan Level:
- Consult the Zendesk pricing page to understand what features are included in each plan.
-
Role-Based Page Access:
- If not an owner or admin, limited access might be due to your role.
- Reach out to an admin for permission adjustments or role reassignment.
- Refer to the article on "Creating Custom Roles and Assigning Agents" for more guidance.
3. User Query and Follow-up:
- Imran Saeed queries an issue where full admin permissions work on web browsers but not on the Zendesk Teams App.
4. Zendesk Customer Care Response:
- Ivan Miquiabas from Zendesk Customer Care acknowledges the issue and creates a ticket (12081112) for further investigation.
- Users are assured of receiving an email to gather more information about the problem.
In conclusion, this overview showcases a comprehensive understanding of Zendesk access issues and the troubleshooting steps necessary to address them. If you encounter similar problems, following the outlined solutions should help resolve the "Access Denied" error and ensure a smooth experience within the Zendesk platform.
