Troubleshooting

Portal tickets are out of date

1. Check the dashboard pill. Reconnect needed means authorization lapsed — reconnect on the workspace Connections page and everything resumes.
2. On that page press Test. It asks Zendesk rather than trusting our stored status, and names the account it authenticated as.
3. On VendorApp's Connection page press Validate on the webhook. Pointing at an old URL or Not found both explain missing updates exactly.
4. Press Create webhook to repair it, then Validate again to confirm.

"An app needed access this connection wasn't granted"

A real call was refused for want of a permission the authorization does not cover. The connection is not broken — it keeps working for the apps whose permissions it does cover — so nothing else will look wrong.

Press Reconnect on that connection and approve the wider grant. VendorApp needs read, write and impersonate; a connection first authorized for a narrower app will not have all three.

A user cannot see a ticket they should

Visibility needs three things to line up. Check them in this order:

1. The user's organization — on the Users page, confirm they are attached to the organization you expect, on the right side.
2. The organization's side — on the Organizations page, confirm it is not a dash.
3. The ticket's fields — confirm the ticket names both organizations, and that Ticket field mapping points at the fields that actually carry them.

Then Impersonate them and look. That confirms the fix from the only perspective that counts.

A user sees an empty list, or the wrong columns

Check the tab first: My requests, CC'd requests and Organization requests each carry their own columns, and each side carries its own set of all three. A layout built on the Side A tab is not what a Side B user sees.

If the list is empty rather than misconfigured, look at the organization filter's preset under Ticket list view. Set to a specific organization, everyone on that side opens on that organization's tickets — correct for a single-customer portal, and an empty list for anybody else. Widening it back to All organizations is the test.

A user can see a ticket but cannot reply

Expected behavior: by default only Side B may reply. To let both sides comment, turn on Let both sides comment on any ticket under Organization classification.

Relationship object, field mapping or the field picker is empty

All of them read live from Zendesk, so an empty panel means the connection is not working — not that your Zendesk lacks the objects. Press Test on the workspace Connections page first; if that passes and the lists are still empty, the objects or organization-lookup fields genuinely do not exist yet in Zendesk.

The Help Center hand-off is not working

1. Confirm the switch is on for this portal — it is per portal, and off by default.
2. Confirm the person matches the audience rules. With all of the rules set, every list you filled in has to match, not just one.
3. Re-copy the snippet into the theme's script.js. Any change to the switch or the audience rewrites it, and the theme keeps enforcing whatever was pasted last.
4. Confirm they are signed in to the Help Center. Anyone who is not keeps going to Guide, which is the intended behavior and looks identical to a broken hand-off.

A colleague cannot open the admin from Zendesk

They see the sign-in card but never reach the admin. The card names which check failed — read it before changing anything, because the fixes are different.

Nearly always it is one of two things. Either they were added to Users instead of Members, which grants no administration at all; or their Zendesk profile carries a different email from their Members entry, and the two have to match exactly.

A new customer has been onboarded

1. Create the organization in Zendesk and tag it for the correct side.
2. Add its people as Zendesk end-users in that organization.
3. Run Sync now on the Connection page.
4. On the Users page, Send invite to each person who needs access.