Connection and authentication issues

Connection Issues

"Subdomain not found"

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

"Authorization failed"

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)

"Connection test failed"

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

Token Expiration

"Token expired" status

Problem: OAuth access token has expired.

Explanation: OAuth tokens expire periodically. Configly automatically refreshes them, but sometimes manual refresh is needed.

Solution:

1. Click "Refresh Token" button on your connection
2. This should happen automatically — if you see this often, report to support
3. If refresh fails, disconnect and reconnect via OAuth

"Refresh token expired"

Problem: OAuth refresh token has expired (30 days).

Solution:

• Disconnect the connection
• Reconnect via OAuth
• You'll need to re-authorise on Zendesk