Troubleshooting

Support page loads but ticket cannot be submitted

Check:

1. Website API key is correct
2. At least one template exists for the website
3. Template required questions are properly answered

File upload issues

Check:

1. Client-side file constraints in your support UI
2. Organization storage usage versus plan quota
3. Correct multipart request forwarding in your app

Workflow menu is disabled

Check:

1. Your organization role is owner or admin
2. Your plan is growth or enterprise

Cannot open organization settings

Organization settings are owner-only.

Confirm the current member role in the active organization.

Article not visible publicly

Only PUBLISHED articles are visible in public support experiences.

Customer ticket link expired

Ticket links are time-bound for security.

If expired, request a fresh ticket access link through your support flow.

Emails not being delivered

Check:

1. Open your Website settings and verify the email delivery mode is enabled
2. Confirm that the sender email address and domain are correctly configured
3. Check spam folders — initial emails from a new domain may be flagged by recipient mail providers
4. If using a custom domain, ensure DNS records (SPF, DKIM) are properly set up

Workflow not executing

Check:

1. Your plan supports workflows — only growth and enterprise plans have access. See Billing and Plans
2. The workflow is in an active state, not paused or in draft
3. Trigger conditions match the ticket event — review the trigger type and filters in Workflows
4. The workflow was created after the ticket — workflows do not retroactively apply to existing tickets

Team member cannot see tickets

Check:

1. The member is assigned to a Team that has access to the relevant website
2. The member's role allows ticket visibility — member role users can only see tickets assigned to their team
3. The ticket is not assigned to a different team exclusively
4. The member has accepted the organization invitation and completed onboarding

API key returns 401

Check:

1. The API key belongs to the correct website — each website has its own key
2. The key may have been rotated — regenerating a key invalidates the previous one immediately
3. Ensure the key is passed in the correct header format as described in API Endpoints
4. Check that the website has not been deleted or deactivated

Storage quota exceeded

Check:

1. Your organization has reached the file storage limit for its current plan. See Billing and Plans
2. Review storage usage in the organization settings dashboard
3. Delete unused file attachments from resolved tickets to free space
4. Upgrade your plan if you consistently need more storage capacity