How can I troubleshoot issues with apps?

Question

My app doesn't work as expected. What are some basic steps I can follow to troubleshoot this issue?

Answer

If you experience any issues with the apps installed in your account, follow the tips listed below to identify the cause and help resolve the problem.

Disable all your apps

Disable support apps for all agents or add ?noapps to the end of the URL of the ticket where the issue persists.

https://YOURSUBDOMAIN.zendesk.com/agent/tickets/12345?noapps

This helps in identifying if the apps on your Zendesk account are interfering with the account's performance. If an app prevents you from using your account, contact the app's developer for further support.

Disable specific apps

If you've identified that the issue is with your apps using the above method, you can now target the specific app. Enable and disable specific apps to pinpoint the app at fault.

• Ending the URL with ?noapps=installation_id allows you to test with just that app disabled. To retrieve the installation ID, use this API endpoint: List App Installations.
• Ending the URL with ?app_ids=app_id allows you to test with just that app enabled. To retrieve the app ID, see the article: How can I find an App ID in my Zendesk instance?

Clear your browser's cache

Open your account in an incognito or private browser and check if the issue persists. If the issue disappears when testing with an incognito window, clear the cache and cookies of your browser and test again.

Check your roles and permissions

If the issue happens to some agents only, check the roles and permissions of your agents. If they don't have access to the app's functionality they will experience issues when they attempt to use it.

Check for console errors

Check the browser console for any errors. These errors can be captured in a HAR file. The process for capturing this information is unique for each browser. For more information, see the article: Generating a HAR file.

Still having issues?

If none of these steps helped in resolving the problem, contact Zendesk Customer Support and include the following information in your message:

• Time of when the issue began and its frequency.
• A HAR file that captures the unexpected behavior.
• The troubleshooting steps performed from this article.