If your AI assistant is connected to the Swifteq MCP Server but reports that it cannot access Zendesk, this article explains the most common messages and how to fix them.
In this Article
1. "You have not connected your own Zendesk login yet"
2. "MCP access is turned off"
3. "This Swifteq account has not authorised Zendesk for the MCP Server"
4. "Unauthorized"
5. "Only an owner can ..."
6. Zendesk Blocks the Connection because of IP Restrictions
7. A Tool is Missing or a Fix has not Taken Effect
1. "You have not connected your own Zendesk login yet"
Your account owner invited you with your own Zendesk login, and you have not connected it yet, or you disconnected it. The account's shared connection is never used instead, so you never act with someone else's Zendesk permissions.
What to do: Connect your Zendesk login, then start a new chat. Refer to Connecting your Own Zendesk Login to the MCP Server.
2. "MCP access is turned off"
An account owner has turned off your access to the MCP Server on the Users page. You keep your Swifteq account.
What to do: Ask your account owner to turn your MCP access back on. Refer to Inviting Team Members to the MCP Server.
3. "This Swifteq account has not authorised Zendesk for the MCP Server"
Your Swifteq account has no working Zendesk authorization for the MCP Server. Either the authorization has expired or been removed, or Zendesk was never authorized for the MCP Server, for example because the account was first set up for another Swifteq app. Earlier versions of this message said "This server is no longer connected to your Zendesk instance".
What to do:
- If Zendesk was never authorized for the MCP Server, an account owner opens https://agenthelper.swifteq.com/?product=mcpserver, signs in and authorizes Zendesk, then starts a new chat. Refer to Creating your Swifteq Account and Authorizing Zendesk for the MCP Server.
- If you use the account's shared connection, an account owner reauthorizes it once and it is fixed for everyone on it. Refer to Reauthorizing or Disconnecting the MCP Server.
- If one colleague is affected and another is not, they are probably on different connections, or on different Swifteq accounts. Each connection is reauthorized separately.
4. "Unauthorized"
Common causes:
- The Zendesk user's role: this is rarely the cause. A Light Agent can connect, and when Zendesk refuses something their role does not allow, such as a public reply, a ticket field change or CSAT ratings (admins only), your AI assistant shows "Access forbidden" instead. If you need those, reauthorize with an Admin or Agent user.
- Your own Zendesk login was revoked: for example, your Zendesk access changed or your Zendesk user was deactivated. Reauthorize your Zendesk login. Refer to Connecting your Own Zendesk Login to the MCP Server.
- A temporary issue during sign-in: try connecting again. If it keeps failing, sign out and back in at agenthelper.swifteq.com, then remove and add the connector again in your AI assistant.
5. "Only an owner can ..."
Some actions are only available to users with the Swifteq role of Owner: changing the account's write permissions, inviting users and disconnecting the account from Zendesk.
What to do: Ask an account owner to make the change, or to change your role.
6. Zendesk Blocks the Connection because of IP Restrictions
If your Zendesk account only allows access from certain IP addresses, the MCP Server's requests are blocked.
What to do: In Zendesk, add the MCP Server's IP address 52.215.133.107 to your allowed IP addresses.
7. A Tool is Missing or a Fix has not Taken Effect
Your AI assistant keeps the list of tools it loaded when it connected.
What to do: Disconnect and reconnect the MCP Server connector in your AI assistant, then start a new chat.
If you are still having problems, contact Swifteq support using the Live Chat or email support@swifteq.com, and include the exact message your AI assistant showed.