Why can't I see my SweetHawk app(s)?

There are a few reasons why an app may not be visible. In this article, we'll work through them in order of technicality. 

 

This article contains the following sections:

 

1. The apps tray is not open.

If you're not familiar with the Zendesk interface then it may be that you simply need to open the app sidebar on the right of the screen like this:

mceclip0.png

 

If you have the Zendesk Agent Workspace enabled, it will look like this.

mceclip1.png

 

If you have a large number of apps installed, you may also need to scroll down to locate the app. If needed, you can reorder the positioning of the app so that it is always visible at first glance.

 

2. The app has been restricted.

It is possible that you or another Zendesk administrator has restricted the app in your Zendesk settings so that you don't have access to see it. You can quickly diagnose this by hovering the mouse over the 'eye' located in the top right corner of the app sidebar, then checking to see if the app name is currently hidden.

mceclip5.png

If the app name does NOT appear, it is likely someone has restricted access to the app.

For more information on how app restrictions work, we've written an article here.

 

 

3. You're running into a Zendesk known issue around app restrictions (Admin vs Administrator).

There is currently a known bug in Zendesk that stops the app from showing to any agents when you have the app restricted to administrators or admins. This is due to a new "admin" role that Zendesk has implemented in the admin centre across all products.

In order to fix this issue you can do either of the following:

a) Turn app restrictions for the app off. 

b) Add both the Administrator AND Admin roles to the role restrictions part of the app settings like this: 

SweetHawk__-_Agent.jpg

Note: When updating the restrictions, you can select 'update' without entering payment details.

For more information on how to access these controls see this article on restricting access.

You'll also need to disable/enable the app once you've applied the changes, just be careful not to uninstall since the options are close together.

 

 

Note: We believe this to be a relatively temporary issue with the way Zendesk app restrictions work. We are in communication with Zendesk to have this issue resolved and will remove this suggestion as soon as this is no longer causing any problems. 

 

4. Browser issue

It is possible that the issue is related to the browser you're viewing Zendesk on. Some browser extensions in the past have also been known to conflict with Zendesk apps. Try viewing Zendesk in a different browser (e.g Chrome, Firefox, Edge or Safari) and if the issue no longer occurs then this is solid evidence pointing to this being the cause.

 

 

5. Company firewall

The issue could be network or firewall related. This will generally be obvious since it will impact most/all of your agents and even more so when only agents from a certain department/network are impacted.

 

To confirm, try loading Zendesk and the app on a computer connected to the internet through a different source that is not on your company network. For example, you could pair your device with a mobile phone hotspot or bring a laptop home and connect it to your personal WIFI.

 

If this allows you to see the app, then it is likely that your company firewall is blocking the app from appearing. To allow the apps to work, you will need to get your IT administrator to whitelist our apps IP addresses. At the bottom of our kb article here we've noted the addresses that need to be allowed. These IP addresses do change from time to time as required, so it is recommended that you or IT admins subscribe to the IP changes mailing list available from the same article. 

 

 

6. Client-side errors

If it's none of the above, then there may be some errors coming through on your side behind the scenes that we need to know about. In order to see these errors, you'll need to re-load Zendesk with the developer console open.

To open the developer console in Google Chrome ​click the top right ellipsis -> more tools -> developer tools, like this:

Screen_Shot_2019-04-02_at_11_17_28_am.png​​
Once you have it open, click the console tab like this (1) and clear the logs (2). 

SweetHawk_-_Agent.png

At this point, refresh Zendesk in the browser and if you see any errors in red come through, then take screenshots of them and send them through to support@sweethawk.co and we'll be able to do further investigation.


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