Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Somebody cannot get into Zendesk QA. Five causes, and the first is right most of the time: being an agent in Support does not add them here.
Why can my colleague not sign in to Zendesk QA?
- A permission message when opening Quality Assurance.
- It is missing from the product menu.
- They can reach Support but not this.
One: they were never added here
The usual cause. Being an agent in Support does not add somebody here; it is a separate list, maintained separately.
Check the user list before anything else.
Two: no workspace
Somebody added but not placed in a workspace can sign in and see nothing useful. It presents as a broken account rather than a missing setting.
Check it under Users, bots, and workspaces: every account has a default workspace that new people land in, so somebody who is in none at all was moved out of it by hand.
Three: no product access to Zendesk QA
Owning the add-on is not the same as everybody having access to it. Product access is set per team member in Admin Center, where somebody is given a Zendesk QA role: Admin, Agent, Reviewer, Workspace lead, Workspace manager or Connected user. Without one of those, the account can own the add-on and that person still cannot get in.
Four: the wrong email address
They are signing in with a different address from the one on their record. Same cause as everywhere else, and equally easy to overlook.
Five: single sign-on
Where you use it, the problem is at your identity provider rather than here: an assignment removed, a group they are no longer in, an expired certificate.
The question that narrows it
Is it one person or everybody? One person is their account or their workspace. Everybody is the connection or single sign-on.
If none of it fits
Send pluscloud support the address, the exact message, and whether it ever worked for them.
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