If you can’t submit a ticket update in Zendesk Support, follow these steps to troubleshoot the issue.
- Open Zendesk Support in an incognito or private browser. If you can submit your update, clear your browser's cache and cookies. Then, reload Support and try submitting your update again.
- Browser extensions or plugins might interfere with ticket submission. Disable them one by one to see if any are causing the issue.
- Add ?noapps to the end of the ticket URL. This helps identify if apps on your Zendesk account are blocking the submission. If the update goes through, disable the apps one by one.
https://YOURSUBDOMAIN.zendesk.com/agent/tickets/12345?noapps
- If an app prevents you from updating a ticket, reach out to the app's developer for support. For more details on troubleshooting the Apps framework, check the article on Debugging the Zendesk Apps framework (ZAF).
- If none of these steps work, contact the Zendesk support team. Include a HAR file for further investigation.
3 comments
Nick S
We occasionally receive the error "An app has timed out and has prevented the submission of the ticket. For more information, please contact your Zendesk administrator." Unfortunately this does not identify the app which causes some frustration. Is there a way to update this message to identify the app in question?
1
Rudolph
We also occasionally receive this message, and having the message include the app in question would be greatly helpful.
0
Dave Dyson
For the best visibility to our product team, would one of you mind posting your request to our.Feedback - Platform: Apps & Integrations topic, using this template to format your feedback, and then add a link to your post here so other users who come here can find it? Thanks!
0