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Administration & troubleshooting

Troubleshoot the unified inbox

Diagnose missing tickets, unexpected filters and connection problems in the shared inbox.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Inbox troubleshooting covers #/inbox only: blank or skeleton-forever lists, Filters not opening or inserting into the list, chips/badge wrong, Live Chat view empty, bulk Status/Priority doing nothing, shortcuts dead, and offline banner loops.

When to use this

Agents live in Inbox. A broken overlay or a cached 401 looks like “no tickets” and stops the shift.

Where to find the controls

#/inbox, browser Network for elegant-support/v1 tickets, System Status REST/queue, Settings → System → Inbox for polling. ? Help opens inbox/filters.

Who can make these changes

Agents describe the UI. Admins check caps (view_ticket, assign_ticket) and caches. Support receives HAR-without-cookies if REST is wrong.

Before you begin

Polling bounds too aggressive can look like flicker; too slow looks stale. Shortcuts ignore inputs — if focus is in Search, J will type j, not move.

Follow these steps

  1. Hard-refresh.
  2. Watch bootstrap and tickets requests.
  3. 401 → login; 403 → roles; 404 → permalinks.
  4. Click Filters and confirm a popover/drawer, not a pushed list.
  5. Reset filters.
  6. Try Live Chat view only after a real widget session.
  7. Test bulk on two tickets with assign_ticket.

Settings reference

HTTP status, filter badge count, chip keys, view id, sort, search string, assign_ticket, offline flag, selected ticket id in the hash.

Example workflow

List empty but dashboard shows 12 open: filters leftover (Filters 3) or a saved view. Reset and Clear all restores rows without a data-loss event.

Good practices

Open #/tickets to see if the workspace list works while Inbox fails — that splits API vs Inbox UI. Press ? for the shortcut overlay.

Important considerations

If Filters pushes tickets down, treat it as a UI regression (custom CSS or stale assets), not as a new filter mode. Do not delete tickets to “refresh Inbox”.

If something does not work

Still blank after 200 OK with items: frontend crash — check console. Live Chat view empty with widget traffic: feature/session not mapped, contact support with a session id. Contact support if popover never mounts on a clean theme with no custom CSS.

Continue learning

Work with the unified inbox→Inbox filters→Keep background jobs and cron running→Find the cause of a support-workspace issue→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

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