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Troubleshooting

Having issues with Thank You Auto-Solve? This guide covers common problems and solutions.

App Shows "Not Connected"​

Symptoms​

  • The app interface shows a "Connect Zendesk" button
  • Status shows as disconnected

Solutions​

  1. Check Worker accessibility

    • Ensure the backend service is running and accessible
    • Try visiting the health endpoint in your browser

  2. Browser console errors

    • Open Developer Tools (F12)
    • Check the Console tab for network errors
    • Look for CORS-related issues

  3. Reconnect the app

    • Click "Connect Zendesk"
    • Complete the OAuth authorization flow
    • Ensure you're logged in as an admin

OAuth Authorization Fails​

Symptoms​

  • Redirect after authorization fails
  • Error message about invalid redirect URI

Solutions​

  1. Verify admin permissions

    • You must be a Zendesk admin to authorize the app
    • Check your role in Admin Center → Team → Team members

  2. Check OAuth configuration

    • Ensure the OAuth client is properly configured in Zendesk
    • Verify redirect URIs match exactly

  3. Clear browser cache

    • Sometimes stale session data causes issues
    • Try in an incognito/private window

Tickets Not Being Auto-Solved​

Symptoms​

  • Thank-you messages are received but tickets remain open
  • No private notes are added to tickets

Step-by-Step Diagnosis​

1. Check the Trigger​

  1. Go to Admin Center
  2. Navigate to Objects and rules → Business rules → Triggers
  3. Find "Thank You Auto-Solve Trigger"
  4. Verify it's Active (green toggle)

If missing, use the Reinstall button in the app.

2. Check the Webhook​

  1. Go to Admin Center
  2. Navigate to Apps and integrations → Webhooks
  3. Find "Thank You Auto-Solve Webhook"
  4. Check the Activity tab for recent calls

Look for:

  • Are webhooks being received? (200 status = success)
  • Any 401 errors? (authentication issue)
  • Any 500 errors? (server-side issue)

3. Verify Trigger Conditions​

Ensure your test matches ALL conditions:

  • Ticket was previously Solved (not just Open)
  • Comment is from an end-user (not agent)
  • Comment is public (not internal)
  • Ticket doesn't have thankyou_autosolved tag

4. Test with a Clear Thank-You​

Try a simple, unambiguous message:

"Thank you so much! That completely solved my problem!"

Complex messages might not reach the confidence threshold.

Webhook Signature Errors​

Symptoms​

  • Webhook activity shows 401 Unauthorized errors
  • Log messages mention "Invalid webhook signature"

Solutions​

  1. Reinstall webhook

    • Click Reinstall in the app
    • This regenerates the signing secret

  2. Check timestamp

    • Webhooks expire after 5 minutes
    • Ensure server time is synchronized

Classification Not Accurate​

Symptoms​

  • Genuine thank-you messages not being solved
  • Non-thank-you messages incorrectly solved

Understanding the System​

The AI uses an 80% confidence threshold. This means:

  • Only very clear thank-you messages are auto-solved
  • Ambiguous messages stay open for human review

Examples that ARE auto-solved:

  • "Thanks, that fixed it!"
  • "Perfect, appreciate your help!"
  • "Great, problem solved. Thank you!"

Examples that might NOT be auto-solved:

  • "Thanks, but I still see the error" (contains new issue)
  • "Thanks. Also, can you help with X?" (follow-up question)
  • "👍" (too ambiguous)

If False Positives Occur​

If a ticket was incorrectly auto-solved:

  1. Simply reopen the ticket
  2. The thankyou_autosolved tag prevents re-processing
  3. Handle the ticket normally

Need More Help?​

If you're still experiencing issues:

  1. Email support: thankyouautosolve@terrydjony.com
  2. Include details:
    • Your Zendesk subdomain
    • Description of the issue
    • Screenshots if applicable
    • Webhook activity logs