Internal documentation only
This page has been marked as draft.
[INTERNAL] Zendesk login issues for Agents
There have been a number of issues with people not being able to log in to the Zendesk agent interface and the mobile phone apps
I believe most of the issues around log in are security issues synchronizing Crowd with Zendesk, so can you ensure you have logged into and out of resources.itrsgroup.com. This should give you the blue box of success if you put in the right details.
Once you have logged into resources use the support link in the menu to get to support. The link will actually point to itrs.zendesk.com which is the location of our Zendesk instance. Once this url has been visited it will acknowledge the access token created in resources and redirect to support.itrsgroup.com.
If you go straight to support.itrsgroup.com then the token will not be accepted.
If the above does not work then
The easiest work around is to access the following url
https://support.itrsgroup.com/access/normal
You will need to use your itrs email and a specific Zendesk password for this to work. As all the Zendesk passwords were auto created by the process during migration you will not currently know what this is.
To get a new password reset your password on the following link
https://support.itrsgroup.com/access/help
Once this has been set you will be able to use the details on both the mobile apps or through the login above.