Overview

When setting up automated backups in Skyvia, some users may encounter errors that interrupt the backup process. A common example involves two specific errors:

"You do not have access to this page. Please contact the account owner of this help desk for further help."

"Labels are not enabled for this account. Please upgrade your account to enable label access."

These issues originate from configuration or permission settings in Zendesk and are not caused by Skyvia.

Error 1: You do not have access to this page

This error indicates that the user account used to authenticate Skyvia with Zendesk lacks sufficient permissions to access certain pages or API endpoints. Even if you can log in to Zendesk, the account used for the integration must have:

• Full access to Tickets, Users, Organizations, and Views.
• API access with permissions to read and export data.
• Access to the Labels API, if labels are included in your backup.

Resolution:

1. Ask your Zendesk account owner or administrator to verify the role assigned to your API token or user account.
2. Ensure the role grants full access as described above.

For more information on roles and permissions, refer to the Zendesk article on access denied errors.

Error 2: Labels are not enabled for this account

This error occurs when Skyvia tries to back up label-related data, but your Zendesk plan does not support labels. Labels are available only on certain Zendesk plans (e.g., Professional or Enterprise). This is a platform limitation, not a Skyvia issue.

Workarounds:

1. Enable Labels in Zendesk if your plan allows. You can check which plans support this feature in the Article Labels API documentation.
2. Exclude label-related objects or fields from your backup: edit your backup settings and deselect those objects or fields.

This allows backups of core data (tickets, users, organizations, etc.) to continue uninterrupted.