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Common Issues

Common Issues

Solutions to issues you might encounter when using AgentDesk.

Sign-in problems

Cannot sign in

  • Check that your email address and password are correct
  • If your portal uses SSO, click the Sign in with SSO button instead of using the email/password form
  • If you have forgotten your password, use the password reset link on the login page
  • Contact your portal administrator if you continue to have trouble

SSO sign-in not working

  • Verify that your company's identity provider is accessible
  • Try signing in again from the portal login page
  • If the error mentions a redirect issue, contact your portal administrator

Account not verified

  • Check your email for a verification link
  • If you registered through an invitation, your email should be pre-verified
  • Contact your administrator if the verification email has not arrived

Ticket issues

Cannot create a ticket

  • Make sure you have access to the portal (you must be a portal member)
  • Check that at least one request type is available
  • If no request types are shown, contact your portal administrator

Ticket not appearing in Jira

  • Verify the portal is configured for Jira Sync (not Local Only)
  • Check that a Jira project is selected for the portal
  • Contact your administrator to verify the Jira connection is active

Comments not syncing

  • Comments sync automatically between AgentDesk and Jira when the integration is active
  • If comments are not appearing, the Jira connection may need to be re-tested from Admin > Settings > Integrations

AI workflow issues

Workflow seems stuck

  • Check the ticket for an approval request -- the workflow may be waiting for someone to approve a proposed change
  • Approval requests expire after 24 hours if not acted on
  • Contact your portal administrator if the workflow does not resume after approval

AI analysis did not find the issue

  • Try providing more detail in the ticket description
  • Include specific error messages or steps to reproduce the issue
  • The AI works best with clear, specific descriptions

Portal and settings issues

Cannot access admin settings

  • Only users with Org Admin, Org Owner, or Portal Admin roles can access admin settings
  • Contact your organisation administrator to check your role

Custom domain not working

  • Verify the CNAME DNS record points to portal.noice.net.au
  • DNS changes can take up to 48 hours to propagate
  • Check for a DNS Verified badge on the General settings tab

Users not receiving invitation emails

  • Verify the email address is correct
  • Ask the user to check their spam or junk folder
  • Invitations expire after 7 days -- send a new one if the original has expired
  • Contact your administrator if emails are consistently not arriving

SLA issues

SLA not tracking on a ticket

  • Verify that an SLA policy is configured for the ticket's portal (check Admin > Portals > [portal] > SLA)
  • SLA tracking only applies to tickets created after the policy was enabled
  • Check that the ticket's priority has response and resolution targets defined in the policy

SLA timer appears paused

  • SLA timers pause when a ticket is in a waiting state (for example, "Waiting for Customer")
  • Timers also pause outside of configured business hours
  • Check the portal's business hours configuration to confirm the timezone, working days, and holiday schedule are correct

Sprint issues

Cannot complete a sprint

  • Only sprints with Active status can be completed
  • Ensure you have the required role (Portal Admin or Operator) to manage sprints
  • If tickets remain in the backlog, they will be recorded as carryover in the sprint snapshot

Tickets missing from sprint backlog

  • Verify the tickets are assigned to the correct sprint
  • Tickets that have been deleted or moved to a different portal will not appear in the backlog
  • Check filters on the sprint view -- resolved tickets may be hidden by default

Integration issues

Shopify connection failing

  • Verify your Shop Domain is correct (it should be in the format yourstore.myshopify.com)
  • Check that your API Key, API Secret, and Access Token are still valid in your Shopify admin
  • If you recently rotated credentials, update them in Admin > Settings > Integrations
  • Use the Test Connection button to check the current status

BigCommerce connection failing

  • Verify your Store Hash is correct (found in your BigCommerce API account settings)
  • Check that your Client ID, Client Secret, and Access Token are valid
  • BigCommerce API tokens can expire -- generate a new token if the existing one has stopped working
  • Use the Test Connection button to diagnose the issue

E-commerce data not syncing

  • Check the integration connection status in Admin > Settings > Integrations
  • For Shopify, verify that webhooks are correctly registered in your Shopify admin
  • For BigCommerce, check that the API account has the required permissions for reading products and orders
  • Try disconnecting and reconnecting the integration if sync issues persist

Getting more help

If you cannot resolve your issue with the steps above, contact your portal administrator or organisation owner for assistance.