Question
I received an email regarding a ticket in my Zendesk Support account. When I click on the ticket URL to view the ticket, I receive the error message below:
Request not found. You do not have access to request #___. It may have been solved or deleted.
Why can't I access that ticket?
Answer
There are a few reasons you may have received this error message:
- The ticket was deleted
- On Enterprise plans, if you restricted agents to specific brands with Department Spaces, you may have not added the necessary brands to this agent
- Your current agent ticket access permissions do not allow you to access tickets assigned to that particular group:
- For Suite Team, Growth, and Professional plans: Configure your agent ticket access privilege to All tickets to gain the necessary access or you must be assigned to the relevant group to view the tickets
- For Suite Enterprise and Enterprise Plus plans: Configure your custom agent role ticket permission to Within their groups and all public groups. If the ticket is assigned to a private group, set the permission to All, including those in private groups, to view the tickets
- For more information about user roles and ticket access restrictions, see the article: Understanding Zendesk Support user roles
- Your user role was downgraded from agent to end user