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 support apps for all agents or add ?noappsto 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 your account. If an app prevents you from using your account, contact the app's developer for further support. 

• Test with individual apps enabled or disabled as well using the above method.
  • 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? 
• Open Support 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.
  
• If the issue happens to some agents only, check the roles and permissions of your agents.
• Capture any error message happening in the browser console.

If none of these steps helped in resolving the problem, contact the Zendesk support team 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.