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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.
- Close all 'incognito' windows of your browser and open a new one.
- Open your helpdesk login page and log into it by pressing the 'Log in with Google' button.
- For login use the same Google email account that the customers will be using to communicate with the helpdesk.
- 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.
- 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.
- 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.