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How to manage user access

User access, authentication workflows, and expected behaviors. Content about accessing Zendesk and the different ways to log in, verification emails


How can I map user roles with Okta?

Question How can I map user roles with Okta? Answer When implementing Single Sign-On (SSO) or user provisioning with ...

Edited Jan 14, 2025

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Workflow: How to restrict the number of tickets a user can submit within an organization

Overview In Zendesk, you can't limit the number of tickets that users submit in your account. However, you can create...

Edited Dec 03, 2024

1 vote  ·  1 comment

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Okta error: An error occurred while assigning this app

Question Why do I get the error below when I provision a user from Okta? An error occurred while assigning this app A...

Edited Jul 10, 2024

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The welcome email isn't being sent to new agents

Issue symptoms When I create new agents in Zendesk, they don't receive a welcome email. Resolution steps This is the ...

Edited Mar 14, 2024

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SSO errors: This page doesn't exist and Access denied

Issue symptoms When end users or agents try to sign in through an SSO provider, they are redirected to one of the fol...

Edited Mar 19, 2024

2 votes  ·  0 comments

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How can I check agent sign-in timestamps?

Question Is there a way to access the timestamps of when an agent signed in? Answer For Suite and Support Enterprise ...

Edited Sep 09, 2024

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How can I give my user the Explore admin role?

Question I'd like to make someone an Explore administrator. How do I go about it? Answer How to make the user an Expl...

Edited Oct 17, 2023

1 vote  ·  0 comments

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What are the different types of JWT proposed by Zendesk?

Question I'm having trouble understanding all the JWT options proposed by Zendesk. What is each option used for? Answ...

Edited Oct 03, 2023

1 vote  ·  2 comments

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How can I provision a light agent role through an identity provider such as Okta?

Question I set up single sign-on (SSO) and provision agent roles through Okta. How can I configure a light agent role...

Edited Jan 14, 2025

1 vote  ·  0 comments

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Where can I see which products my administrators have access to?

Question Where can I see which products my administrators have access to? Answer The team members in Admin Center p...

Edited Jan 29, 2025

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The account owner on our account left the company

Issue symptoms The account owner on our account left the company. Resolution steps If the account owner left the com...

Edited Jan 16, 2023

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Error: Please use one of the options below to sign in

Issue symptoms When users attempt to sign in on my Zendesk account, they see this error message: Please use one of th...

Edited Jun 13, 2023

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Can I use the same Support account for customer support and HR, or any other sensitive private team?

Question Can I have customer-facing teams and internal teams with potentially sensitive tickets, such as Human Resour...

Edited Aug 27, 2024

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Error: This page doesn't exist

Issue symptoms When end users attempt to sign in to my help center, they see this error message: This page doesn't ex...

Edited Aug 22, 2024

22 votes  ·  0 comments

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Why am I receiving emails stating that "Zendesk sign-in detected from a new device"?

Question Why am I receiving emails that say Zendesk sign-in detected from a new device? Answer This email is sent wh...

Edited Aug 21, 2024

7 votes  ·  4 comments

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Can the verification emails be disabled for end users submitting tickets through my custom form?

Question For Support accounts utilizing a custom form, is it possible to disable end user verification emails for fir...

Edited Jan 22, 2024

3 votes  ·  2 comments

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Can group permissions prevent agents from searching other tickets?

Question Does selecting Within their groups prevent agents from searching for other tickets? Answer Yes, when agents...

Edited Sep 05, 2023

4 votes  ·  10 comments

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How can I resend a verification email to set up my Zendesk login?

When you start using Zendesk Support as a new agent you should receive a verification email to set up your password a...

Edited May 30, 2024

2 votes  ·  0 comments

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Why can't I logout from Support?

Question I used the wrong email address to log in and now I am locked in my account. It is not possible to either log...

Edited May 30, 2024

15 votes  ·  4 comments

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Authentication Required window popping up on tickets

Question I'm already logged into Zendesk Support. Why am I still being prompted to authenticate again whenever I open...

Edited Jan 22, 2024

9 votes  ·  0 comments

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I am unable to log into my Support account due to IP restrictions

Issue Symptoms I recently updated the IP restrictions on my account, or I need to log in from a new IP address, and I...

Edited Jan 22, 2024

2 votes  ·  2 comments

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How do I reset my password when I can't sign in?

Question I forgot my password. How do I reset my password when I can't sign in? Answer Important: The steps outline...

Edited May 30, 2024

32 votes  ·  3 comments

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The name of my user keeps changing on its own

Issue symptoms The name of my user changes to an undesired name or string on its own, or when the user logs into Zen...

Edited Mar 05, 2024

4 votes  ·  11 comments

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How do I unsuspend access for a user?

Question I added my customer's email address to the allowlist, but their emails still route to my Suspended tickets v...

Edited Dec 04, 2023

2 votes  ·  8 comments

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I created a new trial but did not receive the verification email, what happened?

Question I'm having an issue registering for a Zendesk trial account. I created a new trial account but did not recei...

Edited Dec 19, 2024

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Does Zendesk offer self hosting options?

Question Does Zendesk offer self-hosting options, or support an option to host the software on a different platform? ...

Edited Jan 22, 2024

4 votes  ·  0 comments

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How do I set a temporary password for a user?

Question How do I set a temporary password for a user? Answer As long as the account owner has enabled Allow admins ...

Edited Jan 22, 2024

10 votes  ·  0 comments

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I can't log into the Zendesk Support Help Center

Question I want to check on a ticket I logged when I contacted Zendesk Customer Support, but my agent credentials don...

Edited Jan 22, 2024

17 votes  ·  1 comment

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How can I set up multiple Zendesk SSO integrations in separate help centers?

Question I have multiple help centers. How can I set up separate Zendesk SSO integrations for each? Answer The defaul...

Edited Sep 01, 2023

6 votes  ·  6 comments

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