What if my agents cannot see the Kaizo icon in Zendesk?

When Kaizo is installed in Zendesk, you have the option to restrict which roles and groups can see the app. 

If an agent reports that they cannot see the Kaizo icon in their Zendesk sidebar, it usually means one of these restrictions is in place — or there's a simple setup step that was missed.

In the Zendesk app settings, you can choose which roles the Kaizo app is turned on for. 

Follow the troubleshooting steps below to identify and fix the issue.

1. Navigate to Zendesk's 'Admin Center'

2. Find 'Apps & Integrations' from the left-bar menu and navigate to 'Zendesk Support Apps'

 3. Under 'Currently Installed' you will so all your installed apps, find our app and click on Kaizo. 

4. Here, you can enable Role restrictions, Group restrictions, or both, and then enter the names of the groups or roles that you want to be able to access the Kaizo app. 

Leaving it unchecked will allow access to all agents.

5. Once the changes are made, you can click Update at the bottom of the page, and your changes will be saved.

Once these changes are made, your agents will see the Kaizo icon appear in their Zendesk

For information on restricting access to a Zendesk app, check out this article.

⚠️ Still not working?

If the restrictions look correct but the agent still can't see Kaizo, check the following:

1. Agent not activated in Kaizo — Go to Kaizo Settings → People and make sure the agent is active. New team members need to be activated by an Admin.
2. "User does not have enough permissions" error — The agent needs to be assigned a role inside Kaizo. Go to Settings → People and Permissions and assign the correct role.
3. Browser cache — Ask the agent to do a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac) or try an incognito window.

Related articles

• How to install Kaizo — Zendesk — Installation steps for new setups
• Roles & Permissions — How roles work inside Kaizo
• Assign roles to your team — Setting up and managing team roles

Still need help?

If you've checked everything above and your agents still can't see the Kaizo icon, don't hesitate to reach out — we're here to help!