General performance issues troubleshooting guide

If you are experiencing slow loading speed, Zendesk timeouts, or page refresh errors, this article can help. This article provides steps for the general troubleshooting of performance issues. It also includes tips for reaching out to Zendesk for help if you are unable to resolve the issue by following the instructions in this guide.

• Step One
• Step Two
• Step Three
• Step Four
• Step Five

Step One: Check for a service incident
Check the Zendesk status page to find if this issue is more widespread

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If you experience performance issues, check the Zendesk status page: status.zendesk.com.

If there are any active service disruptions or incidents, they are listed on that page and you can monitor the status as the progress of the incident. For more information on how to read the status page, see the article: Monitoring your account status on the System Status page.

Step Two: Basic troubleshooting
Try these potential quick fix steps

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There are some quick initial steps you can take to improve your system's performance right away. 

• Make sure your browser and system are up to date and match our Zendesk Support system requirements.
• Clear the cache and cookies on your browser as described in this article: Options to clear cache and cookies.
• Restart your computer, restart your browser, and close out any background programs or extra tabs and windows. These steps help clear out any errors or issues happening in the background and free up processing power to help your system run more smoothly.

Tip: Keep your browser tabs and windows to a minimum. If you have a large number of Zendesk tabs or windows open at once, this can cause slowness and interference between tabs.

Step Three: Narrow down the scope of the issue
Test and answer scoping questions to find the cause

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After attempting some basic troubleshooting steps, it is important to understand the scope of the issue. Consider these questions before you proceed:

• Is the issue affecting just you, a few agents, or everyone on your team?
• Is the issue impacting 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?

Note: If switching to an incognito mode provides a resolution, it's likely a browser issue is at the heart of your problem.

Step Four: Check your hardware, software, and network
Use these tools to troubleshoot further 

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This section is helpful for instances where the problem is either affecting multiple users on your Zendesk account, or it is only affecting one user and the previous steps did not resolve the issue.

• Disable any browser extensions you have and test again.
• If possible, connect to a mobile hotspot or another network to check if it is a network issue. See more network troubleshooting in this article: Why is Zendesk slow and laggy when I work from home?
• An app on your Zendesk account may be causing the issue. For information on how to troubleshoot that possibility, see this article: How can I troubleshoot issues with apps?
• If the issue is affecting 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 or another team member who has experience with how to interpret these files. For more information, see this article: Generating a HAR file for troubleshooting. 

Step Five: When all else fails
Collect the following information and contact Zendesk Customer Support

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To help us get you back up and running as quickly as possible, collect the below information to send along with your support ticket:

• Visit supportdetails.com from the computer and browser that you use to access your Zendesk account. Take a screenshot of that information and include it in your support request so the agent is able to tailor their troubleshooting to your specific situation.
• 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?
• Consider granting Zendesk temporary access to your account so the agent can jump right into troubleshooting and check the configuration of your account.
• When you contact Zendesk Customer Support, provide detailed information on the following:
  • Describe the issue in detail and what you expect should happen if the system were working correctly.
  • Let the agent know the information you gathered in step 3: Who is affected, when did it start, and so on. 
  • Let the agent know what troubleshooting you’ve done already.

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