Troubleshooting Common Issues

Solutions to the most common issues users encounter with SDesk.

Email Issues

Emails Not Arriving

Problem: Customer emails aren't creating tickets.

Solutions:

• Check your email setup in Settings → Email Settings
• If using forwarding, verify it's enabled in your email provider
• If using custom domain, confirm all DNS records are verified (green checkmarks)
• Check Settings → Blocked Senders - the sender may be blocked
• Send a test email to verify the setup works

Customers Not Receiving Replies

Problem: You send a reply but customer doesn't receive it.

Solutions:

• Check the ticket to confirm the reply was sent (not draft)
• Ask customer to check spam/junk folder
• If using custom domain, verify SPF and DKIM records
• Check that the customer's email address is correct

Auto-Reply Not Sending

Problem: Auto-replies aren't being sent to customers.

Solutions:

• Verify auto-reply is enabled in Settings → Auto-Reply
• Check that you have a message configured
• Auto-replies don't send for replies to existing tickets

Ticket Issues

Duplicate Tickets

Problem: Same email creates multiple tickets.

Solutions:

• Use the Merge Tickets feature to combine them
• Check if customer is sending from multiple email addresses
• Verify email threading is working (check email headers)

Can't Find a Ticket

Problem: A ticket seems to be missing.

Solutions:

• Check all status filters (Open, Pending, Closed, All)
• Use the search to search by email or subject
• Check Blocked Senders - it may have been blocked
• The email may have been sent to the wrong address

Order Not Linking Automatically

Problem: Customer's order isn't linked to their ticket.

Solutions:

• Customer may be using a different email than their Shopify account
• Manually link the order using the sidebar
• Search for the customer by order number

AI Copilot Issues

AI Features Not Appearing

Problem: Can't see AI buttons in the reply area.

Solutions:

• Enable AI Copilot in Settings → AI Copilot
• Ensure you have AI credits remaining
• Some features require specific plan levels

AI Drafts Are Low Quality

Problem: AI-generated responses aren't helpful.

Solutions:

• Add custom instructions with your brand voice and policies
• Include more detail in your custom instructions
• AI works best when there's context in the conversation

Team & Access Issues

Team Member Can't Access SDesk

Problem: A team member can't log in.

Solutions:

• They must access through Shopify Admin → Apps → SDesk
• Check they have Shopify staff access to the store
• Verify they haven't been deactivated in Settings → Agents
• Check your plan's agent limits

Agent Limit Reached

Problem: Can't add more team members.

Solutions:

• Deactivate inactive team members
• Upgrade to a higher plan for more agent slots
• Growth plan includes unlimited agents

Shopify Integration Issues

Admin Blocks Not Showing

Problem: SDesk widgets don't appear on order/customer pages.

Solutions:

• Ensure SDesk app is properly installed
• Refresh the Shopify admin page
• Check that extensions are enabled in Shopify settings
• Try a different browser or clear cache

Return Requests Not Importing

Problem: Shopify returns aren't creating tickets.

Solutions:

• Verify SDesk has required permissions
• Check that webhooks are properly configured
• Return integration works automatically - contact support if issues persist

Still Having Issues?

If you can't resolve your issue:

1. Check for any error messages and note them
2. Email support@sdesk.app with details
3. Include your store name and description of the issue
4. Screenshots are helpful!