Debug & Report Issues

How to report issues with the package

Debug & Report Issues

This guide helps you resolve the most common issues with the TSANet Connect integration. It is organized by audience so you can jump straight to your situation:

• For Agents — you use the TSANet panel on tickets and something is not working.

• For Administrators — App & Settings — install, credentials, and custom fields.

• For Administrators — Inbound, SLA & Maintenance — incoming requests, SLA alerts, ZIS, and the scheduled jobs.

Most issues fall into one of three buckets: credentials (wrong or expired), configuration (a field ID or setting that does not match), or the registered email domain (the most common single cause). Check those three first.

For Agents — Using the Sidebar

The TSANet panel is missing or shows only a "+ New" bar

This is normal on tickets that have no TSANet collaboration yet — the panel collapses to a compact bar with a single New Collaboration button to stay out of your way. It expands automatically once a collaboration exists on the ticket.

If the panel does not appear at all on any ticket:

• Refresh the ticket. The app loads when the ticket view opens.

• Confirm the app is still installed and enabled in Admin Center → Apps and integrations → Zendesk Support apps.

• If it is installed but blank, the credentials may not be set — see the next item.

"Credentials not configured"

The app cannot reach TSANet because the API username or password is missing or wrong in the app settings.

Only an administrator can fix this. Ask them to re-check the TSANet API username and TSANet API password in the app settings (Admin Center → Apps and integrations → Zendesk Support apps → TSANet Connect → app settings).

New Collaboration search returns no partners

• The partner may not be a TSANet member, or may be listed under a slightly different company name. Try a shorter search term.

• A company with multiple departments returns multiple results — pick the right department.

• If no partner ever returns, confirm with your administrator that the app is pointed at the correct environment (BETA for testing, PRODUCTION when live) and that credentials are valid.

A button (Accept, Reject, Request More Info, Add Note) seems to do nothing

The action buttons open a dialog inside the panel. If nothing happens:

• Wait a moment — the panel talks to TSANet over the network and can take a few seconds.

• Refresh the ticket and try again.

• If it still fails, note the exact button and case status and report it (see Need Help).

"Error processing request" when you Accept a case

This almost always means the engineer email does not match your company's registered TSANet domain.

TSANet requires the responding engineer's email to be on your company's registered domain (for example [e-mail]) — never the customer's email and never a personal address. The app submits a configured company email on your behalf; if you see this error, your administrator needs to confirm the TSANet API username in the app settings is a valid address on your registered domain.

The SLA countdown is missing on an open case

• The countdown only applies to the first response. Once a case is Accepted, Rejected, or moved to Information, the SLA clock stops by design — a missing countdown there is expected.

• On a case still in Open status, a missing countdown usually means TSANet has not set a response deadline, which depends on your group's SLA configuration in TSANet. Contact [e-mail] if open cases never show a deadline.

Partner notes are not showing up in the ticket

Notes posted by the partner are mirrored into the Zendesk ticket as internal comments, and the panel refreshes automatically about once a minute. If a note is missing:

• Give it a few minutes, then refresh the ticket — or click Sync Now in the panel to pull the latest immediately.

• Each note is mirrored only once, so you will not see duplicates; if you believe a note was sent but never arrived, report it.

The Close button is missing on a case

Only the submitting company can close a collaboration. If you received the request (an inbound case), the Close button will not appear — the partner who opened it closes it when the work is done. This is expected, not a bug.

For Administrators — App & Settings

The app upload or update

The ZAF app is distributed as a pre-built ZIP and installed privately — there is no Zendesk Marketplace listing. Always download the latest tsanet-connect-vX.Y.Z.zip from the releases page and upload it under Admin Center → Apps and integrations → Zendesk Support apps.

Updating is the same as installing: upload the new ZIP over the existing app. Your settings (credentials, environment, field IDs) are preserved across updates.

Domain / "engineer email" validation errors

This is the single most common configuration problem.

• The TSANet API username in the app settings must be an account on your company's TSANet-registered domain.

• It must not be a customer's email and must not be a personal address.

• If agents report "Error processing request" on Accept, this setting is almost always the cause.

Custom field issues (status not updating, deadline blank)

The app reads and writes five custom ticket fields. Each must exist and its numeric field ID must be entered correctly in the app settings.

If you see…	Check
Status never changes on the ticket	The TSANet Status field ID in settings matches the actual dropdown field, and the dropdown values exist
"Respond By" date never populates	The TSANet Respond By field is a Date field (not Date/time). Zendesk Date fields only accept a calendar date, and the app sets it accordingly
Token-based lookups fail	The TSANet Token field ID in settings matches the field, and the same ID is used by the maintenance jobs (see below)

You can find a field's numeric ID in the field's URL in Admin Center → Objects and rules → Tickets → Fields.

For Administrators — Inbound, SLA & Maintenance

Inbound requests are not creating or updating tickets

Incoming TSANet events reach Zendesk through the inbound webhook you created during installation. If inbound cases never appear:

• Confirm TSANet has the correct webhook URL, username, and password you generated during setup (these are shown only once — if they were lost, regenerate and resend them).

• Inbound cases are created server-side by the webhook push, so they appear even when no agent has Zendesk open. The ZAF app's background poller is a fallback that fills in if push is unavailable; it defers to push so no duplicate ticket is created. Check the browser console for the [TSANet BG] log prefix to confirm the fallback is running and credentials are set.

Public replies are not reaching the partner

If agents post public replies but the partner does not receive them as notes:

• Confirm the forwarding trigger and webhook are configured (see the Installation Guide, "Forward public replies to the partner"). Without them, public replies stay in Zendesk.

• The trigger only forwards replies authored by an agent or admin — an end customer's public reply is not forwarded, by design.

• The ticket must carry the tsanet_inbound or tsanet_outbound tag for the trigger to fire.

• Internal comments are never forwarded — only public replies and Add Note → Public reach the partner.

Agents miss "Information requested" events

The Information event (a partner needs more detail before accepting) is the one most often missed because it does not change ticket status on its own.

• Create a Zendesk trigger that emails the assigned agent when the tsanet_action_required tag is added (Admin Center → Objects and rules → Business rules → Triggers).

• Because inbound volume is low, also notify whoever owns inbound intake so requests are not missed.

SLA breach emails fire repeatedly, or never fire

The breach alert is a Zendesk trigger that watches for the tsanet_sla_breached tag.

Symptom	Fix
Trigger never fires	Confirm the ZAF background poller is running (an agent must have Zendesk open) and that its TSANet Token field ID matches the field the app uses
Trigger fires over and over for the same ticket	The trigger condition must use Current tags (current_tags), not Tags. The wrong field name causes a silent mismatch
Breaches reported on accepted cases	Expected: the TSANet SLA tracks the first response only. Once a case is accepted, rejected, or moved to Information, breach detection stops

The ZIS connection / token problems

Current setups use a ZIS OAuth client-credentials connection (Microsoft Entra) that mints and renews its own short-lived tokens — no refresh job is involved. (Older setups stored a 60-minute TSANet token in the ZIS connection and replaced it on a schedule.)

You cannot see the integration in Admin Center

ZIS custom integrations are API-only and do not appear in the Admin Center UI. Verify it with a direct API call: GET /api/services/zis/integrations/tsanet_connect/connections. A 401/403/404 from a standard API token is expected (e.g. connections/all returns 403 "API token is not supported") — ZIS management endpoints require a ZIS OAuth token.

"Invalid client secret" (AADSTS7000215) through ZIS, but the same secret works directly

The stored secret is corrupted — usually a paste artifact such as a trimmed leading character or a merged line. Re-send it verbatim with PATCH (not PUT, which returns 405) to the OAuth client endpoint.

Zendesk View columns for TSANet fields are missing

When you create a View to monitor active TSANet cases, the Zendesk Views API silently ignores custom-field columns. Add the TSANet columns manually in Admin Center → Workspaces → Views after the View is created. Outbound and inbound cases are tagged tsanet_outbound and tsanet_inbound, so you can also filter Views by those tags.

Quick Diagnostic Checklist

When something is wrong and you are not sure where to start, work through these in order:

1. Credentials — are the TSANet username/password in the app settings correct, and is the environment (BETA/PRODUCTION) right?

2. Domain — is the TSANet API username on your company's registered domain?

3. Field IDs — do the five custom field IDs in the app settings match the actual fields?

4. Webhook — does TSANet have the correct inbound webhook URL, username, and password?

5. Triggers — do tag-based triggers use Current tags?

Need Help

If you have worked through the relevant section above and the issue persists:

• For credentials, environment access, or partner/membership questions, contact [e-mail].

• To report a bug or request an enhancement in the app itself, open an issue at https://github.com/tsanetgit/Zendesk_App/issues.

When reporting, include: what you were doing, the exact error text or missing behavior, the case status and direction (inbound/outbound), and whether you are on BETA or PRODUCTION.