Skip to main content
Submit a request

General troubleshooting for SweetHawk apps

Peter

If you're experiencing issues with SweetHawk apps, this guide will help you identify and resolve common problems including: 

 

Run diagnostics before troubleshooting further:

Before working through the troubleshooting steps below, we recommend running the built-in diagnostics tool available in your SweetHawk app. 

Diagnostics can quickly identify common configuration issues such as API authorization problems, missing triggers or webhooks, and other setup errors that may prevent the app from working correctly. In many cases, issues can be repaired automatically directly from the diagnostics screen. 

Learn how to run diagnostics and fix common issues here: Fixing SweetHawk app issues with diagnostics

 

Server delay or outage:

A server incident would have the highest impact since it affects all apps and typically cannot be resolved without external intervention. These incidents can occur to both SweetHawk and Zendesk servers and can be checked via the corresponding status pages below:

Check for any active incidents on the SweetHawk server status page.

Check for any active incidents on the Zendesk server status page that impact Zendesk Support apps and/or webhooks.

Symptoms of a server incident may include:

  • All apps display an 'this website is under heavy load' message.
  • Extreme delays for certain tasks. (e.g create a sub-ticket)

If you observe any of the above symptoms for longer than 5-10 minutes, have refreshed the browser and there are no active incidents reported, please notify our team at support@sweethawk.com and include screenshots where possible.

 

Internal network or IP restrictions:

An internal network issue can often be mistaken for a server outage since the impact can be the same. This typically requires internal intervention within your company to resolve so It's important to identify this correctly so that our team can assist.

Try to recreate the issue on an external network. (e.g mobile hotspot) 

Check that your company has not made any recent changes both to your internal network or Zendesk (e.g. IP restrictions) that could be preventing the apps from loading.

Learn how to check IP restrictions within Zendesk.

Learn what IP addresses you must add to your firewall or IP restrictions. (Scroll to the bottom)

Symptoms of an internal network issue may include:

  • All apps display an 'app token error' message.
  • All apps are blank or missing.

If you are unsure whether your issue might be internal or server related, you can contact our team at support@sweethawk.com and include screenshots where possible.

 

Loss of API authorization:

This is the most common issue you may encounter but also one that can be resolved easily without external intervention. While not as obvious to detect as the previous issues, this can have a major impact on the functionality and can affect one or more SweetHawk apps.

Learn how to authorize the API for SweetHawk apps.

Symptoms of an API issue may include:

  • Ticket updates not working. (e.g. tags not added)

If you are unsure whether your issue might be API related, you can contact our team at support@sweethawk.com and include screenshots where possible.

 

Apps are not visible:

Another common issue is the total loss of visibility of one or more apps for one or more agents.

Symptoms of a missing app include:

  • A recently added agent cannot see the app.
  • You're seeing the error "This resource doesn't exist".

Solution: The first step should always be a hard refresh of the browser:

  • Windows/Linux: Hold down Ctrl and press F5.
  • Mac OS: Hold down ⌘ Cmd and ⇧ Shift key and then press R. Do you mind if I clean this up and move 

If the issue persists, learn why agents can't see SweetHawk apps.

If you are unsure about this issue after going through the above article, you can contact our team at support@sweethawk.com and include screenshots where possible.

 

You're trialing Zendesk, which is preventing the creation of webhooks:

Zendesk trial accounts are limited to a total of 10 webhooks. When you hit your limit of webhooks you will not be able to use aspects of SweetHawk apps that rely on them. This is usually to do with automating workflows (ie. automatically applying a task list, sending an approval or starting/stopping a timer).

Symptoms of reaching your trial webhook limit include:

  • Forbidden error message.
  • Error messages when trying to create a trigger. 
  • Error message when trying to create a Timer seemingly limiting the number of items you can create.

The solution is to either move to a paid version of Zendesk or remove one of the automated workflows that uses a webhook to make way for the new one you're wanting to test. 

 

Further Troubleshooting:

If you require further assistance or are unsure how to proceed, you can contact our support team at support@sweethawk.com at any time. Please ensure you include any screenshots or screen recordings that will help with our investigation.