By default, only Zendesk administrators can access the Admin area of SweetHawk apps, where configuration, setup, and management of app settings take place. After installation, each app will appear in the Support area of Zendesk on the colored pane on the left.
Note: Only Zendesk administrators (not agents or custom roles) can install SweetHawk apps from the Zendesk Marketplace. Once an app is installed, access can be managed as explained below.
Important: This article refers to managing access inside the app itself. It is different from restricting access to an app in Zendesk, which controls whether the app loads at all for certain groups or roles. To grant access within the app, the user must not be restricted by those Zendesk settings.
If a non-admin user needs to access or configure the app’s backend (for example, to manage configuration or settings), they can be added to the app manually as app users.
Granting access to non-admin users
To give access to agents or users with custom roles, open the SweetHawk app from the Support area of Zendesk by clicking its icon on the left-hand colored pane, then:
- Go to the Admin menu item.
- Click on the User access tab.
- In the search bar, enter the name or email of the user you want to give access to.
- When the user appears in the results, click the + Manager button next to their name.
After being added, the app’s icon will also become visible in the left-hand colored pane of Zendesk Support for that user. They can then open the app and access or manage its configuration settings.
Removing access
To remove access for a user:
- Go to the same Admin > User access area of the app.
- Under App managers, click the X next to the user’s name.
This immediately removes their ability to access the Admin area of the app.