Question
Zendesk is slow to load and lagging when I work remotely. I'm having a lot of performance issues. How do I fix this?
Answer
If Zendesk is running slow and there are no active service incidents, you can try some troubleshooting on your own.
First, identify the root cause of the issue. Is it a network connectivity issue? A hardware issue? Or maybe a browser or software issue?
To do this, consider what's different from when you work at the office. Are you using a different computer or device? Are you on a different network? Do you have different extensions or apps running?
Pinpoint the issue by running some tests:
- Try another computer or device
- Check if the slowness continues when you use a hotspot instead of your local internet connection
- Disable your browser extensions and close down unused apps
Computer or device troubleshooting
If the issue is specific to your computer or device, close all your programs and applications, then restart your computer or device. This is often a quick fix for many problems. It clears out background errors, shuts down unused programs taking up bandwidth, processes updates if necessary, and more.
Some other things you can do to improve speed are:
- Check that your device and browser meet the Zendesk Support system requirements
- Make sure you don’t have too many tabs open. Too many tabs can cause lag and interfere with each other.
- Make sure you aren't having any trouble with apps. For more information, see this article: Troubleshoot app issues in Zendesk account.
Network connectivity troubleshooting
The most common issue users face when switching to working remotely is a poor network connection. Even if you're using a VPN, your local network connectivity and speed can still slow you down. Try these troubleshooting steps to get back up to speed:
- Check if your firewall is blocking important internet traffic. For more information, see this article: Configuring your firewall for use with Zendesk.
- Close any extra tabs, background programs, apps, or anything else that could be interfering with loading times or hogging bandwidth
- Diagnose slow internet speeds by running an internet speed test, such as Google speed test
If you find that you're experiencing connectivity issues and want help getting back up and running, you can always skip the steps below and contact your internet service provider directly. They can guide you through tests, resets, and whatever else is needed to restore your internet connection.
If you’d rather troubleshoot on your own, try this:
- Reset your router and modem. This solves most internet connection issues.
- Connect your computer directly to your modem using an Ethernet cable instead of relying on WiFi. This can help if your WiFi signal is weak or struggling to broadcast through walls or other obstacles.
If none of the above works, contact your internet service provider for further assistance.