Troubleshooting
Start from the instance’s Help Desk page: its status usually says what is wrong. Instance statuses explains each one.
Then open the page for your help desk. Each issue is set out as the symptom you see, its cause, and the fix.
osTicket
- The plugin: not listed in osTicket, a blank page or PHP errors, the wrong version showing
- Test Connection failing, for a direct connection
- The on-premise agent: cannot reach Flexivity, authentication failures, reconnects, Docker networking
- Ticket history: a sync stuck or slow
Zendesk
- Installing the app: not found in the Marketplace, or Install greyed out
- Connecting: the help desk is already connected elsewhere, the wrong Zendesk account, no events arriving
- Degraded: Zendesk access has ended
- The Flexivity panel: missing from the sidebar, not connected, or showing errors
- Knowledge Builder: drafts refused by Help Center
Getting help
If your issue is not covered, contact Flexivity AI support through the admin console’s Help section, or email your account representative. Include your organization ID from My System, the instance’s name, what you expected, what happened, and when.
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