Error: Access Denied

<h2 id="h_01KA94B8CGTRZ7X4P3X07JRGYA">Issue symptoms</h2><p>I receive the error <strong>Access denied. You do not have access to this page. Please contact the account owner of this Zendesk for further help</strong> when I try to access specific pages. I cannot view a specific page despite the fact that I should.</p><p><strong><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/10868480110490" alt="Access denied"></strong></p><h2 id="h_01KWHG73QPJAKV8P10RJNRBEQY">Resolution steps</h2><p>This error message appears when a user attempts to access a page they don't have permission to view.</p><p>Various scenarios can display this error message:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01KA94B8CGV639X4X7GCZ3RZ3E">No access to a third-party app or a source not connected to your subdomain</h3></div><div class="panel">
<p>The issue may be specific to a Zendesk app within another provider, for example, Microsoft Teams.</p>
<p>To verify the source:</p>
<ol>
<li data-list-item-id="e565cf2633a23c067bcf3474f654500f7">Verify the URL of the page you tried to click and the URL that returns an error. Check the origin of the page you're trying to access. Compare the URL with your <a href="https://support.zendesk.com/hc/en-us/articles/4409381383578-Where-can-I-find-my-Zendesk-subdomain" target="_blank" rel="noopener noreferrer">Zendesk subdomain</a>.</li>
<li data-list-item-id="e03a5ae99d6a9a15715458d3491118dc7">
<p>If it's a third party, ensure that you have an account with valid permission on the third-party source. An <a href="https://support.zendesk.com/hc/en-us/articles/4409155946906-Accessing-the-My-Apps-page-for-your-installed-Support-apps" target="_blank" rel="noopener noreferrer">app integration</a> exists in your Zendesk account. The integration also exists with Zendesk on the third-party platform settings. The email address linked to <a href="https://support.zendesk.com/hc/en-us/articles/4408835022490-Viewing-and-editing-your-user-profile-in-Zendesk-Support#topic_jmd_3ww_41b" target="_blank" rel="noopener noreferrer">your Zendesk profile</a> is exactly the address from the other integration.</p>
<div class="note">
<span class="notetitle">Note:</span> Zendesk cannot guarantee integrations with a third party. Contact the admin or support from any external source for help.</div>
</li>
</ol>
</div><div class="accordion"><h3 id="h_01KA94W970K2X2AZVEXZQ0B6P7">No access to the agent portal or Support interface as an agent</h3></div><div class="panel">
<p>To gain access to your Zendesk subdomain, the agent portal or Workspace or your Support interface as an agent:</p>
<ol>
<li data-list-item-id="e209952c20042170f1b4588d522478657"><a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">Contact an admin</a></li>
<li data-list-item-id="e30d3b252a3eb98227928d1ab37267b48">Ask the admin to go to <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410-Switching-among-Zendesk-products" target="_blank" rel="noopener noreferrer">Support</a> &gt; use the <strong>Search</strong> icon (<img style="height: auto;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" alt="Search icon" width="11" height="11" id="topic_g1d_wxt_bwb__image_jyg_2pz_y1b">) in the top right corner &gt; Search the email address you use to log in &gt; Below <strong>Search</strong>, click <strong>Users</strong> &gt; Verify if a user account already exists in the list that appears</li>
<li data-list-item-id="eb3ab0f1a393160b154bd4c0027b224db">If no user account exists, the admin can <a href="https://support.zendesk.com/hc/en-us/articles/4408886939930-Adding-agents-and-admins-and-setting-ticket-access" target="_blank" rel="noopener noreferrer">create an account</a> for you</li>
<li data-list-item-id="eab8c190a012dec49f446815c835b074c">If an account exists, the admin can find your account by searching Support &gt; In your profile, ensure the <strong>User type</strong> is: <strong>Staff member</strong>, the <strong>Role</strong> is correct, and you belong to relevant <strong>Groups</strong> for your work</li>
<li data-list-item-id="e10f42643060537ef1767f7f762256eb1">Your admin can compare your profile with the profile of another team member for help</li>
<li data-list-item-id="e90262baa6c5b62339fb20b021021b042">Finally, your admin can reset your password from the <strong>Security settings</strong> of your agent profile and ensure your email address is the right one</li>
</ol>
</div><div class="accordion"><h3 id="h_01M1H54RP208YEWPB0B5WKXVBR">No access to a specific ticket as an agent</h3></div><div class="panel">
<p>It's possible the ticket is restricted to groups you are not a part of, or your profile or role does not allow you to access all tickets. To gain access:</p>
<ol>
<li data-list-item-id="e936adfcb32e4fee283c563f2af77b131">
<a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">Contact an admin</a> with the ticket URL and ask them to verify why you do not have access</li>
<li data-list-item-id="e26cb6a5c91a40a67bb04ac98d943f2a6">Ask the admin to find your agent profile in <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410-Switching-among-Zendesk-products" target="_blank" rel="noopener noreferrer">Support</a> &gt; click the <strong>Search</strong> icon (<img style="height: auto;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" alt="Search icon" width="11" height="11" id="topic_g1d_wxt_bwb__image_jyg_2pz_y1b">) in the top right corner &gt; Search the email address you use to log in &gt; Below <strong>Search</strong>, click <strong>Users</strong> &gt; under the <strong>Email</strong> column, click the corresponding email address</li>
<li data-list-item-id="e529e57cdd0e307a515db49da39dbaa21">Compare the group of the ticket with the group on your agent profile. The admin can consider adding you to the ticket group.</li>
<li data-list-item-id="ecaba38a0de4b8b10c04c5fb5e86a3419">If the admin sees an <strong>Access</strong> field, ensure the access allows you to see tickets, too</li>
<li data-list-item-id="e09b979b12689bbae899e06d06bf4609f">If your admin sees in the <strong>Subscription</strong> settings that you are on an <a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-Checking-your-plan-type-or-add-ons" target="_blank" rel="noopener noreferrer">Enterprise plan</a>, the admin can also verify the access level in any <a href="https://support.zendesk.com/hc/en-us/articles/4408832292506-Managing-custom-roles" target="_blank" rel="noopener noreferrer">custom roles</a> that may appear on your profile</li>
</ol>
</div><div class="accordion"><h3 id="h_01M1H52KZGA5JQD4BJ4RAVXNJN">No access to the agent portal interface as an end user or customer</h3></div><div class="panel">
<p>This error often happens when an end user or customer tries to access the agent portal or an agent tries to sign in to the help center as a customer.</p>
<p>To solve this issue:</p>
<ol>
<li data-list-item-id="ee5774be5126e9894ac7e0e6632318275">Navigate to <code><em>yoursubdomain</em>.zendesk.com/access/logout</code> to end your previous session</li>
<li data-list-item-id="ee5131dc31e7406449ecebdb74435c99b">Navigate to <code><em>yoursubdomain</em>.zendesk.com/access/normal</code> and sign in using your agent credentials</li>
<li data-list-item-id="eca38fd3184cabcc2e1cb0611d91eaa97">If the issue persists after you attempt to sign in, reach out to the administrator or person in charge of that Zendesk subdomain and ask them to ensure that their help center is <a href="https://support.zendesk.com/hc/en-us/articles/4408829088026-Deactivating-your-help-center" target="_blank" rel="noopener noreferrer">active</a>
</li>
<li data-list-item-id="ed76dd0d571d83c4495194d55c6206be8">The administrator can also ensure that the <a href="https://support.zendesk.com/hc/en-us/articles/4408842656154-Restricting-help-center-access-to-signed-in-end-users" target="_blank" rel="noopener noreferrer">sign-in isn't restricted</a> on their help center, or that access is not restricted to any <a href="https://support.zendesk.com/hc/en-us/articles/4408837707290-Creating-user-segments-for-help-center-user-permissions#topic_tql_pjf_zz" target="_blank" rel="noopener noreferrer">user segment</a> you are not a part of. Also, the admin can verify that you have a user account on their help center.</li>
<li data-list-item-id="e739d289ec8667e25c377385a35299020">If you don't have an end user account, the administrator can consider creating an account for you</li>
</ol>
<p>Replace the string <code><em>yoursubdomain</em></code> with the <a href="https://support.zendesk.com/hc/en-us/articles/4409381383578-Where-can-I-find-my-Zendesk-subdomain-" target="_blank" rel="noopener noreferrer">subdomain of your account</a>.</p>
</div><div class="accordion"><h3 id="h_01KA94B8CH35H3MTW9F2GFWRF8">No access to a help center or an article</h3></div><div class="panel">
<p>If you are unable to access a help center or an article, follow these resolution steps:</p>
<ol>
<li data-list-item-id="ed5a0fa7ba0345cf8782ad5d01aa40da7">
<a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">Contact an admin</a> and ask them to verify the below settings</li>
<li data-list-item-id="efd82a968b028952d7d562d55a8ffd89b">Ask the admin to verify that the help center is <a href="https://support.zendesk.com/hc/en-us/articles/4408829088026-Deactivating-your-help-center" target="_blank" rel="noopener noreferrer">active</a>
</li>
<li data-list-item-id="e7a14f126aaca7542a4b4051fb985a2ee">The admin should also verify your help center settings to ensure that <a href="https://support.zendesk.com/hc/en-us/articles/4408842656154-Restricting-help-center-access-to-signed-in-end-users" target="_blank" rel="noopener noreferrer">sign-in isn't restricted</a> to specific <a href="https://support.zendesk.com/hc/en-us/articles/4408837707290-Creating-user-segments-for-help-center-user-permissions#topic_tql_pjf_zz" target="_blank" rel="noopener noreferrer">user segments</a> you may not be a part of</li>
<li data-list-item-id="e51c4d1a4399181dc83b9db090ccfc968">The article <strong>Visible to</strong> field is not restricted to a <a href="https://support.zendesk.com/hc/en-us/articles/4408837707290-Creating-user-segments-for-help-center-user-permissions#topic_tql_pjf_zz" target="_blank" rel="noopener noreferrer">user segment</a> you aren't a part of</li>
</ol>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408824005914-Setting-view-permissions-on-articles-with-user-segments" target="_blank" rel="noopener noreferrer">Setting view permissions on articles with user segments</a>.</p>
</div><div class="accordion"><h3 id="h_01GTVZXCTXJYVCGAQDJ386B16T">No access to a feature on your current plan level</h3></div><div class="panel">
<p>This error can appear when you try to access a feature that your plan level doesn't include.</p>
<ol>
<li data-list-item-id="ec42838372228f38a70a0d383461845e8">Search the feature in Zendesk and understand if it is restricted to a specific plan level</li>
<li data-list-item-id="e0ab11f2c62d92c79c65d2a37358822a2">Verify your <a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-Checking-your-plan-type-or-add-ons" target="_blank" rel="noopener noreferrer">plan level</a>
</li>
<li data-list-item-id="e835ae3727dc0265cae937b7d7f44dba9">You may need to ask your <a href="https://support.zendesk.com/hc/en-us/articles/4408881860378-Who-is-the-owner-of-my-account" target="_blank" rel="noopener noreferrer">account owner</a> for an upgrade</li>
</ol>
<p>For more information on plan inclusions, visit the <a href="https://www.zendesk.com/pricing/#everyone" target="_blank" rel="noopener noreferrer">Zendesk pricing page</a>.</p>
</div><div class="accordion"><h3 id="h_01GTVZXQ1JEHGBSV1SD54PN2Q1">No access to a page</h3></div><div class="panel">
<p>If you have a role other than owner or admin, you may have limited access to tickets or features within your Zendesk account.</p>
<ol>
<li data-list-item-id="e760cedfb160568d52175a41a9c773986">
<a href="https://support.zendesk.com/hc/en-us/articles/6489966715546-How-can-I-locate-my-admin" target="_blank" rel="noopener noreferrer">Contact an admin</a> with the email address you used to connect and the page</li>
<li data-list-item-id="ea9758aa80cc942c2f69711f239f64f8a">Ask them to verify why that page is restricted</li>
<li data-list-item-id="effa228f57002f9256ec91729fa1b3f6c">The admin can compare the page and your access level by finding your agent profile in <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410-Switching-among-Zendesk-products" target="_blank" rel="noopener noreferrer">Support</a> &gt; clicking the <strong>Search</strong> icon (<img style="height: auto;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" alt="Search icon" width="11" height="11" id="topic_g1d_wxt_bwb__image_jyg_2pz_y1b">) in the top right corner &gt; Search the email address you use to log in &gt; Below <strong>Search</strong>, click <strong>Users</strong> &gt; under the <strong>Email</strong> column, click the corresponding email address</li>
</ol>
<p>An admin can help if you need to adjust the permissions within your role or if you need a different role. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents-Enterprise-" target="_blank" rel="noopener noreferrer">Creating custom roles and assigning agents</a>.</p>
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<h2 id="h_01M1H7W4QSQDQAHZ390FS12XB5">Why do you see "Access denied. You do not have access to this page"? What causes the "Access denied" error in Zendesk? Why can you not view a specific page?</h2>
<p>You see this error message when your user account lacks permission to view a specific page, feature, or ticket. Access restrictions depend on your assigned role, user type, plan tier, or group membership in Support or help center settings. Contact your Zendesk administrator or account owner to adjust your permissions.</p>

<h2 id="h_01M1H7W4QTZ9AENFKM5XERTF11">Why can you not access the Support help desk interface or agent portal? How do you request access to the Agent Workspace or inbox as an agent? What should an admin check if an agent gets "Access denied"?</h2>
<p>If you cannot access the agent portal or Support interface, ask your administrator to verify your user profile using these steps:</p>
<ol>
<li>Contact your Zendesk administrator.</li>
<li>Ask the admin to open <strong>Support</strong>, click the <strong>Search</strong> icon, search for your email address, and click <strong>Users</strong>.</li>
<li>If your account does not exist, ask the admin to create a user account for you.</li>
<li>If your account exists, ask the admin to open your profile, set <strong>User type</strong> to <strong>Staff member</strong>, assign the correct <strong>Role</strong>, and add you to relevant <strong>Groups</strong>.</li>
<li>Ask the admin to reset your password from <strong>Security settings</strong> on your profile.</li>
</ol>

<h2 id="h_01M1H7W4QT35NX4FYCBJ99P6K6">Why do you get "Access denied" on a ticket? How do you access a restricted ticket in Support? Why can an agent not view a specific customer ticket?</h2>
<p>Ticket access depends on your assigned group and role permissions. To request access to a restricted ticket:</p>
<ol>
<li>Provide the ticket URL to your administrator.</li>
<li>Ask the admin to locate your profile in <strong>Support</strong> under <strong>Users</strong>.</li>
<li>Ask the admin to compare the group of the ticket with the <strong>Groups</strong> listed on your profile and add you to the ticket group.</li>
<li>Ask the admin to check the <strong>Access</strong> field on your user profile to ensure ticket view permission.</li>
<li>If your account uses an Enterprise plan tier, ask the admin to verify permissions in your assigned <strong>custom roles</strong>.</li>
</ol>

<h2 id="h_01M1H7W4QT6YDRRFZ0G42CFPRD">How do you fix "Access denied" when you sign in as an end user or agent? Why does the agent portal deny access to a customer? What is the login URL to reset your session?</h2>
<p>This error occurs when a user session confuses agent portal access with customer help center access. Resolve login session conflicts with these steps:</p>
<ol>
<li>Navigate to <code>yoursubdomain.zendesk.com/access/logout</code> to end your current session. Replace <code>yoursubdomain</code> with your account subdomain.</li>
<li>Navigate to <code>yoursubdomain.zendesk.com/access/normal</code> and sign in with your agent credentials.</li>
<li>If access fails, contact your administrator to verify that the help center is active, sign-in is not restricted to specific user segments, and an end-user account exists for you.</li>
</ol>

<h2 id="h_01M1H7W4QT93DVS8TZB4XDVQ79">Why does an article display "Access denied"? How do you gain access to a restricted guide article or help center page? Why can a customer not see a knowledge base article?</h2>
<p>Help center articles require specific user segment permissions or active help center settings. Follow these steps to resolve article access issues:</p>
<ol>
<li>Contact your administrator to confirm that the help center is active.</li>
<li>Ask the admin to verify that general help center sign-in does not restrict your access level.</li>
<li>Ask the admin to check the article <strong>Visible to</strong> setting and add your user account to the required user segment.</li>
</ol>

<h2 id="h_01M1H7W4QV17G2M1RJ5EG9TXFM">Why do you get "Access denied" for a feature on your plan tier? Why does a third-party app integration like Microsoft Teams show "Access denied"? How do you fix plan restriction errors?</h2>
<p>Plan restrictions or integration misconfigurations cause page access errors. Check these conditions:</p>
<ol>
<li>
<strong>Plan tier restrictions:</strong> Verify your plan level under account settings. Features restricted to higher pricing tiers require an upgrade from your account owner.</li>
<li>
<strong>Third-party apps:</strong> Compare the page URL with your Zendesk subdomain. Ensure your profile email matches the email address on the third-party integration, and verify that app permissions exist in both Zendesk and external platform settings.</li>
</ol>
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