If your app doesn’t work as expected, follow these steps to identify and resolve the problem.

This article contains the topics below.

  • Disable all apps
  • Disable specific apps
  • Clear browser's cache
  • Check roles and permissions
  • Check for console errors

  • Still having issues?

Disable all 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 step helps you determine if any app interferes with your 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 browser's cache

Open your account in an incognito or private browser. If the issue disappears, clear your browser’s cache and cookies, then test again.

Check roles and permissions

If only some agents experience issues, check their roles and permissions. Agents without access to the app’s functionality will encounter problems.

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 these steps don’t resolve the problem, contact Zendesk Customer Support and include the below 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.
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