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 one is right most of the time.
Symptoms
- 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.
Three: the add-on is not on their seat
Where access depends on the add-on, check they are covered. Owning it for the account is not the same as it applying to everybody.
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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