Access Denied

Answered

3 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Hing,

    I've removed your subdomain from your post just to ensure that your account information is secure :) 

    This is most likely related to your MS authentication settings on your account as I've not seen any other reports of this issue. 

    Could you have your agents navigate to subdomain.zendesk.com/access/normal and try logging in from there? You'll replace subdomain with your actual subdomain.

    Additionally, if you're agent haven't set up a native Zendesk password, they will first want to trigger a password reset email by navigating to subdomain.zendesk.com/access/help. Once your agents enter their email address to trigger that password reset email and set up the new password they can then navigate to access/normal. This should help get your agents logged in until your MS authentication is fixed. 

    Let me know if you continue to experience issues on your end.

     

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  • Felicia Cantua

    One of our Admins is getting this error as well. Specifically, only when accessing a view and using Mozilla. It persists after clearing data, but she is able to access the same page using Chrome. Would this resolution work for her as well?

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  • Erika Camille Sundian
    Zendesk Community Team

    Hello Felicia, I found a similar case and it looks like that "Access Denied" error one of your Admin is seeing usually displayed when you are trying to access the agent/dashboard endpoint with an email that is registered to another user. Can you have the Admin confirm what email they are trying to authenticate with and then compare it against the email that you have listed under their account in Zendesk? Additionally, if they are authenticating with the correct email, please have them try in an incognito/private window to ensure that their cached data is not pulling in a different email. 

    Let me know if this works or if you have other concerns! :)

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