Resolving 'You don't have access' in Knowledge Section
Why might agents see 'You don't have access' in the Knowledge section?
Agents might encounter the 'You don't have access' message in the Knowledge section if they are not part of the user segment applied to the articles. This restriction prevents the Knowledge section from returning any content for those agents.
To resolve this, ensure that the agents are included in the correct user segments. If the issue persists, it may be necessary to check the permissions settings in the Admin Center or contact Zendesk support for further assistance.
More related questions
What is the Knowledge section in Zendesk's Agent Workspace?
The Knowledge section in Zendesk's Agent Workspace is a tool that allows agents to access and manage content from your knowledge base and community forums directly within the ticket interface. This feature enables agents to search for relevant…
How can agents use the Knowledge section to improve ticket handling?
Agents can use the Knowledge section to enhance ticket handling by searching for and linking relevant content from the knowledge base and community forums directly to the ticket. This allows them to provide accurate information quickly. They can…
What permissions are needed for agents to access the Knowledge section?
For agents to access the Knowledge section in Zendesk, they need to have 'Agent' permissions for 'Guide'. If agents only have 'Viewer' permissions, they may experience inconsistent access, with some agents able to access the Knowledge section and…
How can agents flag articles for inconsistencies in Zendesk?
Agents can flag articles for inconsistencies directly from the Knowledge section while working on a ticket. This action creates a ticket to address the flagged article, allowing for corrections or updates to be made. Flagging articles helps…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
