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Common Issues

Solutions to frequently encountered issues in DZDESK.

Login Issues​

Cannot Log In​

Symptoms:

  • Login page shows error
  • Redirected back to login
  • "Access denied" message

Solutions:

  1. Verify you're using the correct URL
  2. Clear browser cache and cookies
  3. Try incognito/private window
  4. Check with your IT admin that your account is active
  5. Verify your identity provider (Azure/Google) is working

Session Expires Frequently​

Symptoms:

  • Logged out unexpectedly
  • Prompted to login repeatedly

Solutions:

  1. Check your organization's session policy
  2. Ensure cookies are enabled
  3. Don't use "private browsing" for persistent sessions
  4. Contact admin if policy is too restrictive

Request Issues​

Cannot Create Request​

Symptoms:

  • Create button disabled
  • Error when submitting
  • Form won't save

Solutions:

  1. Verify you have Agent or Admin role
  2. Check all required fields are filled
  3. Ensure attachments aren't too large (25MB limit)
  4. Try refreshing the page
  5. Check your internet connection

Request Not Appearing​

Symptoms:

  • Created request not visible
  • Request disappeared from list

Solutions:

  1. Check your filters (status, date, group)
  2. Verify you have access to the group
  3. Search by request ID
  4. Clear filters and retry
  5. Request may have been assigned elsewhere

Cannot Edit Request​

Symptoms:

  • Edit buttons not visible
  • Changes not saving
  • "Permission denied" error

Solutions:

  1. Verify you have Agent or Admin role
  2. Check if request is closed (may need reopening)
  3. Ensure you're assigned or in the group
  4. Refresh the page and retry

SLA Issues​

SLA Not Calculating​

Symptoms:

  • SLA shows "N/A"
  • No deadline displayed
  • Timer not running

Solutions:

  1. Verify request has priority assigned
  2. Check SLA tier exists for priority
  3. Confirm working hours are configured
  4. Review SLA configuration in settings

Incorrect SLA Time​

Symptoms:

  • Deadline seems wrong
  • Time counting unexpectedly

Solutions:

  1. Check timezone settings
  2. Review working hours configuration
  3. Verify holiday calendar
  4. Check weekend settings for the tier

See SLA Not Triggering for detailed troubleshooting.

Assignment Issues​

Cannot Assign Request​

Symptoms:

  • Assign dropdown empty
  • User not in list
  • Assignment fails

Solutions:

  1. Verify target user has Agent/Admin role
  2. Check user is in appropriate group
  3. Confirm user account is active
  4. Refresh user list

Not Receiving Assignments​

Symptoms:

  • Not seeing assigned requests
  • Missing from queue

Solutions:

  1. Check your group memberships
  2. Verify filters aren't hiding requests
  3. Refresh the dashboard
  4. Check notification settings

Notification Issues​

Not Receiving Emails​

Symptoms:

  • No email notifications
  • Missing alerts

Solutions:

  1. Check spam/junk folder
  2. Verify email address is correct
  3. Review notification preferences
  4. Check with admin for email configuration

Too Many Notifications​

Symptoms:

  • Inbox flooded
  • Constant alerts

Solutions:

  1. Adjust notification preferences
  2. Use daily digest option
  3. Set quiet hours
  4. Disable non-essential notifications

Performance Issues​

Slow Loading​

Symptoms:

  • Pages take long to load
  • Timeouts
  • Spinner never completes

Solutions:

  1. Check your internet connection
  2. Clear browser cache
  3. Try different browser
  4. Reduce number of open tabs
  5. Contact support if persistent

Search Not Working​

Symptoms:

  • No results when expected
  • Slow search
  • Timeout errors

Solutions:

  1. Try simpler search terms
  2. Use specific filters
  3. Check spelling
  4. Clear search and retry

Browser Issues​

Display Problems​

Symptoms:

  • Layout broken
  • Elements missing
  • Buttons not working

Solutions:

  1. Clear browser cache
  2. Disable browser extensions
  3. Try different browser
  4. Check browser is up to date
  5. Try incognito mode

Supported Browsers​

BrowserMinimum Version
Chrome90+
Firefox88+
Safari14+
Edge90+

Mobile Issues​

Mobile Site Problems​

Symptoms:

  • Layout issues on mobile
  • Touch not responsive
  • Features missing

Solutions:

  1. Use latest browser version
  2. Try landscape mode for complex views
  3. Use desktop site option if needed
  4. Clear mobile browser cache

Getting More Help​

If these solutions don't help:

  1. Check other troubleshooting guides:

  2. Contact Support:

    • Document the issue
    • Note error messages
    • Include steps to reproduce
    • Provide screenshots if possible