Troubleshooting

Find the symptom, follow its trail. Every guide follows the same shape: symptoms → possible causes → how to verify → how to fix.

Symptom	Go to
An email did not become a ticket	Email troubleshooting
A reply landed as a new ticket	Replies and threading
Channel shows Authentication error	Email troubleshooting
The AI did not answer an email	Below
An article does not appear in search or suggestions	Below
SSO sign-in fails	SSO login failed
The custom domain does not work	Custom domain
Notifications not received	Below
API calls rejected	API overview — errors

The AI did not answer

Possible causes, in the order to check:

1. The sender policy excludes the sender — check the AI settings’ sender policy against the sender’s address and domain.
2. Confidence was below the threshold — open the ticket: the agent’s analysis is there as an internal note; the reason for standing down is stated.
3. A reply cap was reached — per conversation or per sender per hour.
4. The AI quota is exhausted — check the usage screen.
5. The response mode is “draft” — the reply exists and awaits a human approval.

In every one of these cases the email still became a ticket — nothing is lost, the AI just didn’t answer it.

An article cannot be found

1. Is it published? Drafts and archived articles are never searched or suggested.
2. Is its visibility right? An internal article is invisible in the portal, the widget, and AI answers to outsiders.
3. Is it in the same workspace as the ticket or searcher?
4. Suggestions rank on words and metadata — an article with no category, service or tags competes on text alone. Tag it.

Notifications not received

1. Check the person’s Settings → Notifications — the event family may be disabled, or email delivery turned off.
2. If no email arrives for anyone: check the organization’s email sending — run its test send.
3. Check spam, and the recipient address on the user’s profile.