Write permissions control what the AI assistant is allowed to change in Zendesk through the Swifteq MCP Server. You manage them in the Settings tab of the MCP Server at agenthelper.swifteq.com, and, for individual people, on the Users page.
These permissions apply in addition to the Write Helpdesk Data permission granted when Zendesk was authorized. Both are required for a change to succeed.
In this Article
The Six Write Permissions
This Account, This Person and Me
Changing the Permissions for Everyone (Owners)
Restricting One Person (Owners)
Turning a Permission Off for Yourself
What Happens When an Action is Not Allowed
The Six Write Permissions
| Permission | Default | When it is off |
|---|---|---|
| Allow any changes in Zendesk | On | The AI assistant cannot change anything in Zendesk, including new tickets, private internal notes, attached files, ticket status, tags, article drafts, organization memberships, macros and merges. It can still read. |
| Allow public ticket replies | Off | The AI assistant refuses to post a reply visible to customers, including the first message of a new ticket and a macro's public reply, and to add CCs to a ticket, since CC'd people receive its public replies by email. It tells you why. It can still add private internal notes, and create tickets that start with one. |
| Allow publishing Help Center articles | Off | The AI assistant refuses to publish articles and tells you why. It can still create and update drafts. |
| Allow changes to users and organizations | Off | The AI assistant refuses to add people to organizations, or to create a ticket for, or CC, an email address that is not in Zendesk yet (Zendesk would add that person as a new end user), and tells you why. It can still look up users and organizations, and create tickets for people already in Zendesk. |
| Allow changes to macros | Off | The AI assistant refuses to create macros, change their wording or actions, or deactivate or reactivate them, and tells you why. It can still find, read and preview macros, and apply them to tickets: applying a macro changes the ticket, not the macro. Turn it on with care: a change to a shared macro changes what every agent sends to customers. |
| Allow merging tickets | Off | The AI assistant refuses to merge tickets and tells you why. It can still search tickets and find duplicates. Turn it on with care: merging closes the other tickets and cannot be undone in Zendesk. Only tickets from the same requester are ever merged, whatever this permission says, and a public merge comment also needs Allow public ticket replies. |
While Allow any changes in Zendesk is off, the other five permissions have no effect, because no changes are allowed at all.
This Account, This Person and Me
Each permission can be set at three levels. Each level can only narrow what the level above it allows, never widen it.
- This account is the setting for everyone on the Swifteq account. Only an account owner can change it, in the Settings tab.
- This person is what an account owner allows one individual, set on the Users page. An owner can restrict a person to less than the account allows, for example to read only.
- Me lets any user turn a permission off for themselves only, in the Settings tab.
A change is allowed only when all three allow it. If the account owner has turned a permission off, for everyone or for you, it cannot be turned on in the Me column.
Changing the Permissions for Everyone (Owners)
- Sign in at https://agenthelper.swifteq.com/?product=mcpserver.
- Click the Settings tab.
- In the This account column, switch each permission on or off.
A message confirms the change is Saved for everyone on this account. The change applies to everyone from their next request. Nobody needs to reconnect or reauthorize.
Turning a permission back on for the account does not lift a restriction you have set for an individual person. That person stays restricted until you change it on the Users page.
Restricting One Person (Owners)
An account owner can restrict what one person is allowed to change, without changing the settings for everyone else. For example, someone who only analyzes tickets can be made read only, or a new team member can be kept from posting public replies while the rest of the team is allowed to.
- Sign in at https://agenthelper.swifteq.com/?product=mcpserver.
- Click the Profile button in the top right corner and select Invite Users.
- In the list of users, the Write access column shows what each person is allowed. Click the person's entry in that column, or click the vertical ellipsis next to them and click Edit.
- Under Write permissions for this person, select Restrict this person.
- Switch off the permissions this person should not have, then click OK.
The restriction applies from the person's next request. They do not need to reconnect, and their AI assistant does not need a new chat.
The Write access column then shows what you have set: Read only when all changes are off, No public replies, No publishing, No user or organization changes, No macro changes or No merging when one of the finer permissions is off, and Restricted when more than one is. Account default means the person is allowed whatever the account allows.
Things to know:
- A permission that is off for the whole account is shown off and cannot be switched on for one person. The dialog can only narrow what the account allows.
- A restriction set for a person is kept even if you later turn that permission on for the account. To lift it, edit the person and select Use the account settings.
- The account owner who created the account cannot be restricted, and you cannot restrict yourself here. Use the Me column in the Settings tab for your own sessions.
- You can also invite someone as read only from the start. Refer to Inviting Team Members to the MCP Server.
Turning a Permission Off for Yourself
Any user, including contributors, can turn a permission off for their own use. For example, you may want your own sessions to be read-only.
- Sign in at https://agenthelper.swifteq.com/?product=mcpserver.
- Click the Settings tab.
- In the Me column, switch off the permission.
For a contributor, the This account switches are locked and show what the account owner has decided.
A message confirms the permission is Turned off for you only. You can turn it back on at any time, as long as the account allows it.
If your account owner has turned a permission off for you personally, your Me switch for it is locked and shows Your account owner has turned this off for you. Ask your account owner if you need it turned back on.
What Happens When an Action is Not Allowed
If you ask the AI assistant to do something that is not allowed, the MCP Server refuses the action and nothing is changed in Zendesk. The AI assistant tells you why, and whether it was turned off for the account, for you by your account owner, or by you.
A refused action is never carried out in a different form. For example, if public replies are not allowed and you ask for a public reply, the AI assistant does not add an internal note instead. If an internal note is what you want, ask for one. In the same way, a ticket asked for with a public first message is not created with a private one, and a ticket asked for with CCs is not created without them.
If an action is refused and you expected it to work, refer to The AI Assistant Refused to Make a Change - Common Causes and How to Fix Them.
If you need help, please contact Swifteq support using the Live Chat or email support@swifteq.com.