Fixing “you do not have permission” for an administrator or agent

Sometimes an administrator or agent is told they do not have permission for something they should be able to do. Work through these in order.

1. Update HelpDesk WP

From version 2.12.5, Administrators always hold every helpdesk permission whatever is stored on their account. If an administrator is refused on an older version, update first (the Plugins screen shows your version).

2. Use Resync Role Capabilities

1. Go to Helpdesk > Settings and scroll to the "Troubleshooting" section.
2. Click "Resync Role Capabilities".
3. You should see "Role capabilities resynced."

This reapplies the default capabilities for each role, and clears any old individual override on Administrator accounts, since administrators should never be restricted individually. It does not touch overrides on other agents' accounts.

3. Check the agent's permissions

Agent permissions are managed on Helpdesk > Agents. Click "Edit" next to the person and tick the permissions they need. Remember:

• "Manage other agents" is off by default for Support Agents (from version 2.12.6), so they cannot open the Agents screen.
• Without "View all tickets", an agent only sees tickets assigned to them.
• Without "Change ticket status / priority / department / assignment", an agent does not see the status controls or the Merge box.

See "Adding Support Agents and the seven permissions".

4. Is the person a Support Agent at all?

A WordPress Contributor, Editor or Author must be made a Support Agent on Helpdesk > Agents before they can work tickets. Having a high WordPress role is not enough.

5. Log out and back in

Ask the person to log out and in again, then try once more.

6. Settings and module pages are administrator-only

Helpdesk > Settings, Departments and the module and extension pages are for administrators only. A Support Agent will not get access to these however their permissions are set.

Still refused?

Open a ticket on the support page, and tell us the person's WordPress role, your HelpDesk WP version and what they were trying to do.

Still stuck? Open a ticket on the support page on ABC and a real person will help.