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Troubleshooting

Sign-in fails​

  • Check your personal email for typos.
  • Verify that the account is active.
  • Ask an administrator to check your role and project access.
  • Functional support mailboxes cannot be used to sign in.

New emails do not appear​

  • Check the correct project mailbox under Settings → Email.
  • Check the last cron run and IMAP status.
  • Look for the message in trash or quarantine because of a sender block.
  • Do not replace credentials unless they actually need changing.

Replies are not sent​

  • Check SMTP host, port and encryption.
  • Ensure project mailbox credentials exist.
  • Check the recipient and assigned project in the ticket.
  • Test only with an explicitly authorised recipient.

The interface looks outdated​

Reload the page. An installed PWA may briefly retain the previous static build after an update. Fully close and reopen it.

Language or email text is unexpected​

The saved account language applies after sign-in. Portal and reply languages have independent project defaults. The ticket's reply-language override takes precedence for signatures and system notices. Existing ticket text is not translated. See Languages and email templates.

A template conflict means another save changed that language. Keep a copy of your draft, reload the current version and review the changes before saving again.

AI is disabled or stops​

Check global AI approval, provider status and connection test, installation/project/task budgets and emergency stops, and an available model assigned to the enabled task. Quarantine, missing external history, suspicious instructions and blocked data categories intentionally block AI. Without suitable knowledge, reply drafts may only ask follow-up questions.

Manual ticket work remains available in these cases.

An article is not public​

Check the Public audience, expert approval followed by publication, validity dates and project, global portal/FAQ switches and project portal/knowledge approvals. A new unreviewed version does not automatically replace the older online version.

The contact form is unavailable​

Global portal/contact, project portal/contact and the form profile must all be active. Embeds and custom websites additionally need exact matching origins at profile and installation level.

The problem persists​

Record the time, affected function, visible error and Tickessa version. Do not include passwords or secret server values.

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