Add troubleshooting page to the link docs section #1

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opened 2026-05-05 15:00:34 +00:00 by acute · 3 comments

acute commented

2026-05-05 15:00:34 +00:00

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My helpdesk is very slow / there is a lot of 504 errors

Link helpdesk is a piece of software that is running on a server that has a limited amount of RAM memory.

Two main and most popular reasons for using too much memory

Too many open tabs in left hand side panel

Bad practice:

Good Practice:

# My helpdesk is very slow / there is a lot of 504 errors Link helpdesk is a piece of software that is running on a server that has a limited amount of RAM memory. <aside> ❗Its helpdesk Agents responsibility to limit the amount of memory used - therefore allowing smooth operation of the software. </aside> ## Two main and most popular reasons for using too much memory ### Too many open tabs in left hand side panel ## Bad practice: ![bad.png](attachment:5b06bc42-fe41-44bf-aed3-b67bb10ad55f:bad.png) ## Good Practice: ![good.jpg](attachment:77519a83-137c-40ed-9e24-02f81b279ce6:good.jpg)

acute commented

2026-05-05 15:01:27 +00:00

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Owner

Reports not being generated

Please contact help@cdr.link

# Reports not being generated Please contact help@cdr.link

acute commented

2026-05-05 15:02:17 +00:00

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Owner

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 Helpdesk 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 to helpdesk manually from the inbox folder into some other folder in your helpdesk gmail account.

This will ensure that no notifications will be sent to your customers or big tech companies.

(When Zammad imports one email it would re-send a notification to the customer, but if Zammad does not import the email then no notification will be sent.)

I can also turn off notifications while you reconnect - for extra layer of security.

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 - make sure 'keep messages on server' is set to 'yes' - otherwise it will cause all existing tickets to be duplicated and notifications to be sent out for all of them. The 'folder' setting should be left blank.'

# 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 Helpdesk 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 to helpdesk manually from the inbox folder into some other folder in your helpdesk gmail account. This will ensure that no notifications will be sent to your customers or big tech companies. (When Zammad imports one email it would re-send a notification to the customer, but if Zammad does not import the email then no notification will be sent.) I can also turn off notifications while you reconnect - for extra layer of security. 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 - make sure 'keep messages on server' is set to 'yes' - otherwise it will cause all existing tickets to be duplicated and notifications to be sent out for all of them. The 'folder' setting should be left blank.'

acute commented

2026-05-05 15:06:51 +00:00

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Owner

Some of the Emails are arriving my Inbox but they don’t create/update tickets

Zammad is checking only New emails in the INBOX folder. Make sure you are not using any filters or folders in the email client.

# Some of the Emails are arriving my Inbox but they don’t create/update tickets Zammad is checking only New emails in the INBOX folder. Make sure you are not using any filters or folders in the email client.