Unable to log into the Zendesk Support Mobile app (iOS or Android)
Able to log into agent interface (subdomain.zendesk.com/agent)
Using Zendesk Support native authentication (username/password)
User role is agent/admin (not end-user)
Possible Causes & Resolutions
- If you do not have a Zendesk Support password you can create one by visiting yoursubdomain.zendesk.com/access/help to request a password reset.
- Check Settings > Channels > API > Password Access; this setting must be enabled for the Mobile Apps to allow login. Please note, if you have SSO enabled on your account this setting will not play a role in accessing the app.
- Use the non-host-mapped subdomain for your Support account (yoursubdomain.zendesk.com)
- Email address used to log in must be the primary email address on the Agent profile