Helpdesk - problem solving

Troubleshooting

Widget shows “No tickets” even though the client has tickets

Check:

1. Is client_external_id provided in the widget configuration?
2. Is signature verification enabled in the desk settings?
3. Is the signature correctly calculated?
4. Do the existing tickets have the same client_external_id assigned?

Widget shows only the form, not the list of tickets

This is normal behavior when:

• client_external_id was not passed in the widget configuration
• Signature verification is disabled

For the client to see their tickets:

1. Enable signature verification in the desk
2. Pass client_external_id and the correct signature

Widget styles are not working

Make sure you added the link to the CSS before the widget div element:

<link rel="stylesheet" href="https://your-domain.sugester2.pl/helpdesk/desks/widget.css">

Widget does not load / JavaScript error

Check:

1. Does account_url point to the correct address of your account?
2. Is desk_token correct (you can find it in the desk settings)?
3. Are there any CORS errors - the widget must be embedded on an HTTPS page?
4. Open the browser console (F12) and check for error messages.

Client is not receiving email notifications

Check:

1. Is there a mailbox assigned to the desk?
2. Are the email templates filled out?
3. Is the “Send email” option checked when creating a ticket/comment?
4. Is the client’s email correct?
5. Check the client’s spam folder.

Ticket does not have an assigned client from CRM

Tickets are linked to clients by:

• client_email - matching by email address
• client_external_id - matching by external ID

If the client is not linked:

1. Check if the client exists in the CRM
2. Check if the email/external_id matches
3. You can manually assign the client by editing the ticket.