Common Issues

Solutions to frequently encountered problems.

Tickets

Tickets Not Appearing in Inbox

Symptoms:

• New tickets don't show up
• Inbox appears empty
• Known tickets missing

Solutions:

1. Check your filters

   • Clear all filters
   • Reset to "All Tickets" view
   • Check if viewing specific status only

2. Check assignment

   • Switch to "All tickets" instead of "My tickets"
   • Verify ticket assignment settings

3. Refresh the page

   • Hard refresh: Cmd/Ctrl + Shift + R
   • Check if tickets appear

4. Check automation rules

   • Automations may be routing tickets elsewhere
   • Review recent automation changes

Ticket Search Not Finding Results

Symptoms:

• Search returns no results
• Known tickets don't appear in search

Solutions:

1. Check search syntax

   • Try simpler search terms
   • Remove special characters
   • Use exact phrases in quotes

2. Check filters

   • Search respects active filters
   • Clear filters before searching

3. Wait for indexing

   • New tickets may take a few seconds
   • Very recent messages may not be indexed yet

Duplicate Tickets

Symptoms:

• Same issue creates multiple tickets
• Customer appears twice

Solutions:

1. Merge duplicates

   • Select tickets → Merge
   • Choose primary ticket

2. Check email routing

   • Ensure no duplicate email addresses
   • Review forwarding rules

3. Review automation rules

   • Ensure automations aren't creating tickets

Performance

Slow Loading Times

Symptoms:

• Pages take long to load
• Actions feel sluggish
• Timeouts occur

Solutions:

1. Check your connection

   • Test internet speed
   • Try different network

2. Clear browser data

   • Clear cache and cookies
   • Restart browser

3. Reduce browser load

   • Close unnecessary tabs
   • Disable heavy extensions

4. Check system status

   • Visit status.relay.help
   • May be temporary issue

Browser Crashes or Freezes

Symptoms:

• Tab becomes unresponsive
• Browser freezes on Relay

Solutions:

1. Update browser

   • Use latest version
   • Chrome, Firefox, Safari, Edge supported

2. Disable extensions

   • Try incognito mode
   • Disable extensions one by one

3. Clear storage

   • Clear site data for Relay
   • Restart browser

Login & Access

Can't Log In

Symptoms:

• Login page shows error
• Password not accepted
• Redirect loops

Solutions:

1. Check credentials

   • Verify email address
   • Check caps lock

2. Reset password

   • Click "Forgot password"
   • Check spam folder for reset email

3. Clear browser data

   • Clear cookies for relay.help
   • Try incognito mode

4. Check SSO

   • If using SSO, log into identity provider first
   • Contact IT if SSO issues

"Access Denied" Errors

Symptoms:

• Can log in but can't access features
• Permission errors appear

Solutions:

1. Check your role

   • Ask admin about your permissions
   • Some features require admin access

2. Check organization

   • Ensure you're in correct organization
   • May have multiple accounts

Email

Emails Not Creating Tickets

Symptoms:

• Emails sent to support address
• No tickets created

Solutions:

1. Check email connection

   • Go to Settings → Email
   • Verify connection status

2. Check spam filters

   • Review spam/junk in email provider
   • Whitelist if necessary

3. Check routing rules

   • Ensure email address is connected
   • Review routing configuration

Reply Emails Not Threading

Symptoms:

• Customer replies create new tickets
• Conversations not connecting

Solutions:

1. Check email headers

   • Replies should have same subject
   • Check for "Re:" prefix issues

2. Verify customer email

   • Reply must come from same email
   • Different emails create new tickets

3. Check threading settings

   • Settings → Email → Threading
   • Adjust matching rules

Notifications

Not Receiving Notifications

Symptoms:

• No alerts for new tickets
• Mentions not notifying

Solutions:

1. Check notification settings

   • Settings → Notifications
   • Verify events are enabled

2. Check spam folder

   • Email notifications may be filtered

3. Enable browser notifications

   • Allow notifications when prompted
   • Check browser notification settings

4. Check Slack connection

   • Verify Slack integration is connected
   • Check channel configuration

Too Many Notifications

Symptoms:

• Overwhelmed with alerts
• Getting duplicate notifications

Solutions:

1. Adjust preferences

   • Reduce frequency (use digest)
   • Disable non-essential events

2. Check for duplicates

   • Review all notification channels
   • May be receiving same via email + Slack

Data

Missing Customer Data

Symptoms:

• Customer info not showing
• Integration data not appearing

Solutions:

1. Check integration sync

   • Verify integration is connected
   • Trigger manual sync

2. Check customer merge

   • Customer may have been merged
   • Search for merged records

Incorrect Analytics

Symptoms:

• Numbers don't match expectations
• Reports show wrong data

Solutions:

1. Check date range

   • Verify selected time period
   • Check timezone settings

2. Check filters

   • Clear all filters
   • Ensure correct scope

3. Refresh report

   • Data may cache briefly
   • Force refresh

Still Having Issues?

If none of these solutions work:

1. Document the issue

   • Take screenshots
   • Note exact error messages
   • Record steps to reproduce

2. Contact support

   • Email: support@relay.help
   • Include all gathered information

3. Check status page

   • May be a known issue
   • Subscribe for updates

← Overview | Integration Issues →