Question
Learn how to troubleshoot general performance issues at Zendesk such as slow loading speed, timeouts, or page refresh errors.
This article contains the topics below.
- Troubleshooting step one: Check for a service incident
- Troubleshooting step two: Take troubleshooting steps
- Troubleshooting step three: Narrow down the scope of the issue with these questions
- Troubleshooting step four: Check your hardware, software, and network
- Troubleshooting step five: When all else fails
Troubleshooting step one: Check for a service incident
Start by checking the Zendesk Status page to see if there are any active service disruptions. The page lists all the ongoing incidents and scheduled maintenance so you can monitor their status and progress. For more information on how to read the status page, see the article: Monitoring your account status with the Zendesk Status page.
Troubleshooting step two: Initial steps
Follow these initial steps to improve your system's performance right away:
- Ensure that your browser and system are up to date and match the Zendesk Support system requirements
- Clear the cache and cookies on your browser as described in this article
- Restart your computer, restart your browser, and close any background programs or extra tabs and windows
- Flush the cache of your domain name system (DNS). Depending on your domain provider, you may be able to complete this task. Contact the support team of your domain provider's or review their documentation for more details.
Troubleshooting step three: Narrow down the scope of the issue with these questions
- Does the issue affect just you, a few agents, or everyone on your team?
- Does the issue impact multiple agents are all agents working in the same location? Are all agents on the same network?
- How long has this issue been occurring? When did the issue start?
- Is this the first time this issue has happened? If it occurred previously, when did it occur and how frequently?
- Does switching to an incognito or private browsing mode help resolve the issue? If the issue doesn't happen in the incognito mode of your browser, clearing the cache and cookies should solve the problem.
Troubleshooting step four: Check your hardware, software, and network
If the issue affects one or multiple users on your Zendesk account, and the previous steps didn't help, try the below tools to troubleshoot further.
- Disable any browser extensions and test again
- Connect your device to a mobile hotspot or another network to check if the issue comes from the network. For more network troubleshooting, see this article: Why is Zendesk slow and laggy when I work from home?
- Ensure that an app on your account isn't causing the issue
- If the issue affects only users on the same network, reach out to your IT team or internet service provider
If you still are unable to find a resolution, generate a HAR file and share it with your IT team.
Troubleshooting step five: When all else fails
In the case that everything else fails, collect the information below and contact Zendesk Customer Support.
- Open supportdetails.com from the computer and browser that you see issues with and screenshot the page
- Run a traceroute, as described in these articles:
- Guide from Microsoft's Help Center: How to use TRACERT to troubleshoot TCP/IP problems in Windows
- Guide from the external website Hostgator: How do I run a traceroute on a Mac?
11 comments
Beth Gasparini
Não recebi minha bolsa aind
https://drive.google.com/file/d/1dO2YyHh8J1HEHp6rYuWRQgCcnw8TlVTc/view?usp=drivesdk
0
Romona
Hi Team,
I would also be sure to check the browser you are using to see if you have disabled cookies. Zendesk maintains connectivity also via the use to trackable cookies. To learn more about how Zendesk uses cookies, check out the article here:
https://support.zendesk.com/hc/en-us/articles/4408824378650-Zendesk-In-Product-Cookie-Policy
1
Diogo Maciel
https://support.zendesk.com/hc/en-us/articles/4416585561882-How-can-I-generate-a-traceroute-for-troubleshooting-
1
Chad Susa (Gravity CX - Zendesk Partner)
For the traceroute, what address do we test to? I'm assuming https://{your_zendesk_domain}.zendesk.com
0
Dave Dyson
We've updated the above doc, and replaced that old internal link with a couple of links with more specific processes for Macs and Windows machines.
0
CJ Johnson
Hey, just letting you know -- it still isn't working. https://support.zendesk.com/hc/en-us/articles/1-Generating-a-traceroute-for is a dead link.
0
Nicole Saunders
Thanks for the head's up, CJ. This should now be fixed.
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CJ Johnson
Your traceroute link is now dead, just a heads up.
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Yalon Shilkrut
Thanks, Brett I've managed to implement the accordions part, as for the progress bar - I've found this: https://support.zendesk.com/hc/en-us/community/posts/1260802608910-How-to-implement-our-troubleshooting-guide.
0
Brett Bowser
Hey Yalon,
This was done through custom code and I was able to track down a user tip that may point you in the right direction: Help Center - Collapsible headers in articles (accordions)
As for the progress bar, I wasn't able to find any information on how to set this up so you may want to get your developers involved to assist further.
Cheers!
1
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