Question
How can I troubleshoot general performance issues at Zendesk such as slow loading speed, timeouts, or page refresh errors?
Answer
Use the guide below to troubleshoot performance issues:
- Step 1: Check for a service incident
- Step 2: Take troubleshooting steps
- Step 3: Narrow down the scope of the issue with these questions
- Step 4: Check your hardware, software, and network
- Step 5: When all else fails
Step 1: 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.
Step 2: Take troubleshooting 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)
Step 3: 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.
Step 4: 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.
Step 5: 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?