Troubleshooting
Helpdesk delivery
Fix handoffs that do not arrive in your email, Zendesk, Gorgias, Freshdesk or Slack.
Open the conversation in the dashboard: the Handoffs panel shows every target with its status (pending, delivered, failed, skipped), the number of attempts, the last error and a link to the created ticket.
The target was skipped
| Reason | Fix |
|---|---|
test_mode | Playground and test-link handoffs are dry runs. Test from the live storefront. |
integration_missing | The integration was removed. Reconnect it or remove the target. |
| not on plan | Your plan no longer includes the target; the handoff went to email instead. |
taken_over | An agent took over the conversation live, so offline delivery was not needed. |
Delivery failed
- Reconnect required: the helpdesk revoked access, or you changed its domain. Click Reconnect on the integration.
- Authentication failed: for Freshdesk, the API key changed; enter the new one.
- Rate limited or server error: ShopAssist retries up to 5 times with increasing delays. If the helpdesk is down longer, the handoff goes to email.
- Validation: the helpdesk rejected the ticket (for example a group id that no longer exists). Fix the configuration and use Send test.
After 5 failed attempts, the handoff falls back to email and owners and admins are alerted once per day per integration.
Emails don't arrive
- Recipients must verify their address; pending recipients get nothing. Use Resend on the email integration.
- Check spam folders and allowlist
mail.shopassist.coec.dk. - Look for messages with the header
X-ShopAssist-Handoff-Id.
Slack notifications are missing
The incoming webhook may have been removed or the channel archived. Create a new webhook in Slack and update the URL (this needs a fresh sign-in).
Status updates don't resolve handoffs
Check the status webhook URL in your helpdesk and that it sends external_id as the ticket id and a supported status.
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