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Common Issues

Quick solutions to common problems you might encounter.

Connection Issues

"Subdomain not found"

Problem: Configly can't find your Zendesk instance.

Solution:

  1. Check your subdomain is correct (e.g., acme from acme.zendesk.com)
  2. Don't include .zendesk.com in the subdomain field
  3. Verify you can access Zendesk at https://[subdomain].zendesk.com

"Authorization failed"

Problem: OAuth connection couldn't be established.

Causes:

  • You cancelled the authorisation on Zendesk
  • Your Zendesk account lacks admin permissions
  • Network error during OAuth flow

Solution:

  1. Try connecting again
  2. Make sure to click "Allow" when Zendesk asks for permission
  3. Verify you're logged in as a Zendesk admin
  4. Check browser console for errors (F12)

"Connection test failed"

Problem: Configly can't connect to your Zendesk instance.

Solution:

  1. Click "Refresh Token" to get a new OAuth token
  2. Check Zendesk status at status.zendesk.com
  3. Verify your account has API access enabled
  4. Try disconnecting and reconnecting

Authentication errors (401/403)

Problem: You see "This looks like an authentication issue" with guidance to reconnect.

Solution:

  1. Your Zendesk connection may need to be reconnected
  2. Click the "Go to Connections" link in the error message
  3. Refresh your OAuth token or reconnect via OAuth

Info

Configly shows actionable guidance for authentication errors, including a direct link to your connections page.

Sync Errors

"Sync failed"

Problem: Configuration sync didn't complete.

Causes:

  • OAuth token expired
  • Zendesk rate limiting
  • Network timeout
  • Zendesk API error

Solution:

  1. Click "Refresh Token" on your connection
  2. Wait 60 seconds and try again (rate limit cooldown)
  3. Check Zendesk status at status.zendesk.com
  4. Contact support if issue persists

"Some object types failed to sync"

Problem: Partial sync success.

Explanation: Configly syncs each object type independently. If one fails (e.g., rate limiting on triggers), others will still complete.

Solution:

  1. Check which types failed in the sync results
  2. Wait 60 seconds for rate limits to reset
  3. Run sync again — only failed types will need to retry
  4. If specific type consistently fails, report to support

"Rate limit exceeded"

Problem: Zendesk API rate limit reached.

Explanation: Zendesk limits API requests based on your plan:

  • Team: 200 requests/minute
  • Professional: 400 requests/minute
  • Enterprise: 700 requests/minute

Solution:

  1. Wait 60 seconds for the limit to reset
  2. Sync less frequently if you're hitting limits regularly
  3. Upgrade your Zendesk plan for higher limits

Note

When rate limited, Configly shows the number of seconds to wait before retrying.

Token Expiration

"Token expired" status

Problem: OAuth access token has expired.

Explanation: OAuth tokens expire periodically. Configly automatically refreshes them, but sometimes manual refresh is needed.

Solution:

  1. Click "Refresh Token" button on your connection
  2. This should happen automatically — if you see this often, report to support
  3. If refresh fails, disconnect and reconnect via OAuth

"Refresh token expired"

Problem: OAuth refresh token has expired (30 days).

Solution:

  • Disconnect the connection
  • Reconnect via OAuth
  • You'll need to re-authorise on Zendesk

Search Issues

"No results found"

Problem: Global search returns nothing.

Solution:

  1. Check spelling
  2. Try partial matches (e.g., "esc" instead of "escalation")
  3. Search is case-insensitive
  4. Verify you've synced recently — search only works on synced data

Tip

Open search with Cmd+K (Mac) / Ctrl+K (Windows/Linux) from anywhere in the app.

Error Messages with Guidance

Configly provides actionable error messages that include:

  • What went wrong — clear description of the error
  • What to do — specific steps to resolve the issue
  • Retry button — try the operation again
  • Diagnostic info — after multiple retries, Configly shows error codes, status, and timestamps to help with troubleshooting

After 3 failed retries, you'll see a suggestion to contact support with the diagnostic details.

Browser Issues

"Page won't load" or "Blank screen"

Solution:

  1. Clear browser cache and cookies
  2. Try incognito/private browsing mode
  3. Disable browser extensions temporarily
  4. Try a different browser
  5. Check browser console for errors (F12)

"Session expired"

Problem: Logged out unexpectedly.

Solution:

  • Log back in at go.configly.app
  • Sessions expire after a period of inactivity
  • You can sign in with email/password, Google, or Microsoft

Need More Help?

Can't find your issue here? Contact us:

  • Email: [email protected]
  • Include: connection name, error message, timestamp, and any diagnostic info shown