# Helpdesk delivery

> Fix handoffs that do not arrive in your email, Zendesk, Gorgias, Freshdesk or Slack.

Source: https://shopassist.coec.dk/docs/troubleshooting/helpdesk-delivery · Updated 2026-10-01

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 [#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 [#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 [#email]

* 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 [#slack]

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 [#status-webhooks]

Check the [status webhook](/docs/handoff/helpdesk-status-webhooks) URL in your helpdesk and that it sends `external_id` as the ticket id and a supported `status`.