If you've stumbled across an issue with the Zendesk interface, experiencing slow loading speeds, Zendesk timeouts, page refresh errors, or any type of error which relates to the performance of your Zendesk - follow our easy step-by-step troubleshooting guide.
1️⃣ STEP 1: Known Issues
Check for known service incidents which might be occurring widely across the Zendesk platform.
2️⃣ STEP 2: Basic Troubleshooting
We recommend trying these potential quick fixes first to see if it helps resolve your issue(s).
- Make sure your browser and system are up to date and match the Zendesk Support system requirements.
- Clear the cache and cookies on your browser as described in this article: Options to clear cache and cookies.
- Restart your computer, restart your browser, and close out any background programs or extra tabs and windows. These steps help clear out any errors or issues happening in the background and free up processing power to help your system run more smoothly.
3️⃣ STEP 3: Further Investigation
In the event you have tried all 3 steps in the Basic Troubleshooting in step 1, please proceed with answering the following questions below to help narrow down the issue.
- Is the issue affecting just you, a few agents, or everyone on your team?
- Is the issue impacting multiple agents who are all agents working in the same location?
- Are all agents on the same network? If yes, can you please try a test on a different network? E.g connect to a mobile hotspot, or another (different) network, or reach out to someone who is working remotely on another network to check if it is a network issue.
- How long has this issue been occurring? When did the issue start?
- Is this the first time this issue has happened? If it occurred previously, when did it occur and how frequently?
- Does switching to an incognito or private browsing mode help resolve the issue?
- Disable any browser extensions you have and test again.
4️⃣ STEP 4: Test Components
Check your hardware, software and network to ensure these are not causing the issue at hand. You can use the following tools to help you with this:
- Disable any browser extensions you have and test again.
- If possible, connect to a mobile hotspot or another network to check if it is a network issue. See more network troubleshooting in this article: Why is Zendesk slow and laggy when I work from home?
- An app on your Zendesk account may be causing the issue. For information on how to troubleshoot that possibility, see this article: How can I troubleshoot issues with apps?
- If the issue is affecting only users on the same network, reach out to your IT team or Internet Service Provider.
5️⃣ STEP 5: Last Resort
When all else fails and none of the above has helped to narrow down the issue, you'll need to collect your troubleshooting evidence, generate a HAR file and run a traceroute that Zendesk Support can utilise and help get you back up and running ASAP!
- Visit supportdetails.com from the computer and browser that you use to access your Zendesk account. Take a screenshot of that information and include it in your support request so the agent is able to tailor their troubleshooting to your specific situation.
- Run a traceroute as described in these third-party articles:
- Consider granting Zendesk temporary access to your account so the agent can jump right into troubleshooting and check the configuration of your account.
- Contact Zendesk Customer Support and provide them with all of the troubleshooting information you have collected for them:
- ISSUE DESCRIPTION: Describe the issue in detail and what you expect should happen if the system were working correctly.
- INVESTIGATION Q&A: Let the agent know the information you gathered in step 3: Who is affected, when did it start, and so on.
- INVESTIGATION PERFORMED: Let the agent know what troubleshooting you’ve done already.
- ADDITIONAL DETAILS: Be sure to include your system details which you generated from supportdetails.com, the Traceroute results and the HAR file which you have generated for them.