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Administration GuideTroubleshootingZendesk

Troubleshooting: Zendesk

Each issue is set out as the symptom you see, its cause, and the fix. For the setup steps themselves, see Connecting Zendesk.

Installing the app

Flexivity AI is not found in the Marketplace

Symptom: Searching the Zendesk Marketplace for “Flexivity AI” finds nothing.

Cause: You are searching your installed apps rather than the Marketplace, or the listing is not yet available to your account.

Fix:

  1. Search the Marketplace itself, at zendesk.com/marketplace , not the Currently Installed tab.
  2. If it still does not appear, contact Flexivity support, who can make the listing available to your account.

Install is greyed out

Symptom: The listing’s Install button is disabled.

Cause: You are not a Zendesk admin, or your Zendesk plan does not allow Marketplace apps.

Fix:

  1. Sign in as a Zendesk admin.
  2. Check your plan: Flexivity AI needs Zendesk Suite Team or higher. See Supported Platforms: Zendesk.
  3. If both are right, contact Zendesk support, since Zendesk decides who may install.

Connecting

”This helpdesk is already connected”

Symptom: After you allow access in Zendesk, the admin console says the help desk is already connected to a Flexivity account.

Cause: A Zendesk account can be connected to only one Flexivity account at a time. Someone in your organization connected it before, for example during an earlier trial, and it is still connected there.

Fix: Sign in to that Flexivity account and disconnect Zendesk there, or ask its administrator to. You don’t need to delete anything: once it is disconnected, connect again here. If nobody can sign in to that account, contact Flexivity support with your Zendesk subdomain.

The other account keeps its help desk, marked disconnected, but it can no longer reconnect to that Zendesk. To connect the Zendesk there again later, it must first be disconnected here.

Zendesk shows the wrong account

Symptom: When you connect, Zendesk asks you to allow access for a different Zendesk account from the one you entered.

Cause: You are signed in to several Zendesk accounts in this browser.

Fix: Sign out of every Zendesk account, sign in only to the one you want, and connect again. A private browser window does the same.

Connected, but nothing happens on tickets

Symptom: The instance is Active, but a new ticket gets no summary and the Flexivity panel shows no activity.

Cause: Ticket events are not reaching Flexivity. The app sends them through webhooks and triggers it installed in Zendesk, and one may have been deleted or deactivated.

Fix:

  1. Wait 15 seconds and reload the ticket. The first event after connecting can take a moment.
  2. In Zendesk, check Admin Center → Apps and integrations → Webhooks. Three should be listed and active: Flexivity — event ingest, Flexivity — ticket deletion events and Flexivity — Help Center article events, each pointing at https://api.flexivity.ai/v1/zendesk/webhook.
  3. Check Admin Center → Objects and rules → Triggers. The three Flexivity — triggers, for ticket created, comment added, and ticket solved or closed, should be active.
  4. Reactivate any that are inactive. If any are missing, uninstall the app and install it again, which restores them all.
  5. If all are present and nothing arrives, open Flexivity — event ingest and check its recent activity. Send Flexivity support the failed deliveries, your Zendesk subdomain and the ticket number.

A Degraded instance

Symptom: The instance shows Degraded, with a note that a reconnect is required, and the AI has stopped working on tickets.

Cause: Zendesk no longer accepts Flexivity’s access. Usually:

  • an admin removed Flexivity AI under Admin Center → Apps and integrations → Connected apps;
  • the Zendesk user who connected Flexivity was deactivated;
  • Zendesk ended all connected apps’ access after a security event on the account.

A brief refusal clears by itself at the next check, five minutes later. Routine token renewal never causes this.

Fix:

  1. Click Reconnect Zendesk on the instance’s Help Desk page, and allow access again. Sign in as an active admin.
  2. If reconnecting keeps failing, check Connected apps in Zendesk. If Flexivity AI is missing or shows an error, disconnect in Flexivity, then connect again from the start.

The Flexivity panel

The panel does not appear in the sidebar

Symptom: A ticket in the Agent Workspace has no Flexivity panel.

Fix:

  1. Open the apps sidebar: click the apps icon at the top right of the ticket.
  2. Check the app is installed: Admin Center → Apps and integrations → Zendesk Support apps → Currently Installed should list Flexivity AI. If not, install it.
  3. Check the app is not restricted to groups this agent is not in, in the app’s settings.

The panel says Flexivity is not connected

Symptom: The panel appears, with a banner saying Flexivity AI is not connected.

Cause: The app is installed, but nobody has connected Flexivity to this Zendesk yet.

Fix: Connect from the Flexivity admin console. There is no Connect button in Zendesk. See Connect Flexivity to Zendesk.

The panel shows errors

Symptom: The panel loads, but shows “Failed to load”, “Authentication failed” or a similar error in place of its content.

Cause: The panel signs every request with a secret stored in the app’s settings. If that secret no longer matches Flexivity’s, for example after a partial reinstall or an interrupted connection, every request is refused.

Fix:

  1. Click Rotate Widget Secret on the instance’s Help Desk page. Flexivity writes a new secret into the app’s settings directly; there is nothing to copy.
  2. Reload a ticket in Zendesk.

If the errors continue, send Flexivity support the error text and when it appeared.

Knowledge Builder drafts are refused

Symptom: Pushing a draft to Help Center fails with a permission error.

Cause: The Zendesk user who connected Flexivity is not allowed to create articles in the section you chose.

Fix:

  1. In Zendesk, give that user permission to edit articles in the section. Flexivity only creates drafts and never publishes, so edit permission is enough.
  2. If that user’s permissions cannot change, disconnect in Flexivity and connect again, signed in to Zendesk as a user who has them.

Getting help

If your issue is not covered here, contact Flexivity AI support through the admin console’s Help section, or email your account representative. Include:

  • the instance’s status, from its Help Desk page
  • recent deliveries of Flexivity — event ingest, under Admin Center → Apps and integrations → Webhooks
  • your Zendesk subdomain
  • what you expected, what happened, and when
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