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.
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 Three Write Permissions
This Account and Me
Changing the Permissions for Everyone (Owners)
Turning a Permission Off for Yourself
What Happens When an Action is Not Allowed
The Three Write Permissions
| Permission | Default | When it is off |
|---|---|---|
| Allow any changes in Zendesk | On | The AI assistant cannot change anything in Zendesk, including private internal notes, ticket status, tags and article drafts. It can still read. |
| Allow public ticket replies | Off | The AI assistant refuses to post a reply visible to customers and tells you why. It can still add private internal notes when you ask for those. |
| Allow publishing Help Center articles | Off | The AI assistant refuses to publish articles and tells you why. It can still create and update drafts. |
While Allow any changes in Zendesk is off, the other two permissions have no effect, because no changes are allowed at all.
This Account and Me
Each permission has two switches:
- This account is the setting for everyone on the Swifteq account. Only an account owner can change it.
- Me lets any user turn a permission off for themselves only. It can narrow what the account allows, but never widen it. If the account owner has turned a permission off, it cannot be turned on in the Me column.
A change is allowed only when both switches are on.
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 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.
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 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.
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.