Troubleshooting

Overview

This guide helps you resolve common issues that may arise when working with the Optave Assistant for Zendesk.

Common Issues

Installation Problems

Issue: Unable to upload the app to Zendesk

Resolution:

1. Verify that the app package was built correctly with pnpm build
2. Ensure the package was created with zcli apps:package dist
3. Check that you have admin permissions in Zendesk
4. Verify that the manifest.json file is correctly formatted
5. Try clearing browser cache and reloading the Zendesk admin page

Authentication Issues

Issue: App fails to connect to Optave services

Resolution:

1. Verify that the clientId, clientSecret, authenticationUrl, and websocketUrl are correctly entered
2. Check network connectivity to Optave API endpoints
3. Ensure your account has the necessary permissions
4. Check for any CORS issues in the browser console
5. Verify that the Zendesk app has access to make external requests

App Visibility

Issue: App doesn't appear in expected location

Resolution:

1. Verify the app installation was completed successfully
2. Check the app manifest for correct location definitions
3. Ensure the user has permissions to access the app
4. Check if any conditions or restrictions are preventing the app from displaying
5. Test with different ticket types to see if visibility is conditional