Connection troubleshooting

Troubleshooting

"I didn't copy the secret"

You'll need to generate a new secret. In Zendesk, go to Admin Centre → Apps and integrations → APIs → Zendesk API → OAuth Clients, select your Configly client, and generate a new secret. Then update the secret in Configly.

"The redirect URL doesn't match"

Make sure the redirect URL in your Zendesk OAuth client is exactly:

https://go.configly.app/api/auth/zendesk/callback

No trailing slash. No http://. It must match exactly.

"I get a 403 error"

Your Zendesk account needs admin access to create OAuth clients. Check with your Zendesk administrator that your role has the necessary permissions.

"Subdomain not found"

Your Zendesk subdomain is incorrect. Check the URL you use to access Zendesk (e.g., yourcompany.zendesk.com → use yourcompany).

"Authorization failed"

You cancelled the OAuth approval or there was an error. Try again, and make sure to click "Allow" when Zendesk asks for permission.

"Connection test failed"

Zendesk may be experiencing issues, or your account may lack the necessary permissions. Contact your Zendesk administrator.

See more troubleshooting →

Connection Issues

Problem: Configly can't find your Zendesk instance.

Solution:

1. Check your subdomain is correct (e.g., acme from acme.zendesk.com)
2. Don't include .zendesk.com in the subdomain field
3. Verify you can access Zendesk at https://[subdomain].zendesk.com

Problem: OAuth connection couldn't be established.

Causes:

• You cancelled the authorisation on Zendesk
• Your Zendesk account lacks admin permissions
• Network error during OAuth flow

Solution:

1. Try connecting again
2. Make sure to click "Allow" when Zendesk asks for permission
3. Verify you're logged in as a Zendesk admin
4. Check browser console for errors (F12)

Problem: Configly can't connect to your Zendesk instance.

Solution:

1. Click "Refresh Token" to get a new OAuth token
2. Check Zendesk status at status.zendesk.com
3. Verify your account has API access enabled
4. Try disconnecting and reconnecting

Authentication errors (401/403)

Problem: You see "This looks like an authentication issue" with guidance to reconnect.

Solution:

1. Your Zendesk connection may need to be reconnected
2. Click the "Go to Connections" link in the error message
3. Refresh your OAuth token or reconnect via OAuth