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+---
+title: Troubleshooting
+sidebar_position: 104
+---
+This is a short collection of issues Link helpdesks users may experience and how to get around them.
+
+### My helpdesk is very slow or I see 504 errors
+
+The Link helpdesk is a piece of software running on a server with a limited amount of memory and number of connections
+it can efficiently handle at once.
+ 
+The slowness usually happens due to a combination of two factors: 
+- several agents on the helpdesk have many open ticket tabs in left hand side panel
+- many of the tickets loaded in the side panel have a large amounts of messages
+
+CDR Link allows users to connect on Whatsapp and Signal, where the conversation in a ticket can grow to 
+many hundreds of messages. If several agents happen to keep such a large ticket open unnecessarily, 
+it can harm performance for everyone working on the helpdesk.
+
+It is always good practice to close ticket tabs when not actively working on a specific ticket.
+
+If coordinating all agents to close their unused tickets in the side panel does not help with the slowness,
+please contact us.
+
+
+### Google mail not working, Oauth token expired
+#### Instructions
+
+First, someone with admin permissions in your Google organisation needs to navigate to https://console.cloud.google.com/apis/credentials 
+and either refresh the existing token or create another set of Google Oauth 2.0 credentials.
+
+To reconnect your Google email:
+
+Remember that it is very important to not log in to the helpdesk with your personal admin/agent Google account as it will result in connecting your personal email with the helpdesk.
+
+1. Close all 'incognito' windows of your browser and open a new one.
+2. Open your helpdesk login page and log into it by pressing the 'Log in with Google' button.
+3. For login use the same Google email account that the customers will be using to communicate with the helpdesk.
+4. Please move the emails that you don't want to import into the helpdesk manually from the Inbox folder into another folder in your helpdesk Gmail account.
+
+This will ensure that no automatic replies will be sent to your customers for existing tickets, as importing any email triggers an auto-reply to its customer.
+You can also turn off auto-replies while you reconnect for your peace of mind.
+
+5. Go to: Settings -> Channels -> Google and press the 'Reauthenticate' button.This will prompt you to reauthenticate into Google. Make sure the account you are connecting matches the helpdesk email rather than any personal email.
+6. Once authenticated, in the settings screen that comes up - set 'keep messages on server' to 'yes', unless you want the messages to be deleted from the mail provider once imported, and to exist only in Link.
+
+
+### Emails arrive in my Inbox but they don’t create tickets
+
+Zammad is checking only New emails in the INBOX folder. Make sure you are not using any filters or rules that move mail to other folders in the email client.
+We recommend you do not access the mailbox outside of the Link connection, unless absolutely necessary or for debugging purposes.
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