Troubleshooting Guide

Troubleshooting Guide

*Practical fixes for the most common issues, in the order to check them.*

I can't log in

Try these in order:

• Forgot password — request a reset link from the login page. Reset links expire, so use it soon after it arrives.
• Magic link — if enabled for your account, request a one-time login link sent to your email instead of using a password.
• Google sign-in — if your account was set up with Google, use that instead of a password.
• Check for an account-suspended message — if your account has been suspended by your workspace Admin, you'll see this explicitly at login. Contact your Admin to have it reinstated.
• Still stuck? Confirm you're using the correct email address — it's easy to have more than one if your company uses several domains.

A client's email didn't become a ticket

Check these in order:

• Your Email Support Inbox address — Company Settings → Organization. Confirm this is the exact address you're forwarding to.
• Your forwarding rule — on your own domain/mailbox provider. A forwarding rule that's paused, deleted, or pointed at the wrong address is the most common cause. Send yourself a test email to confirm forwarding is actually active.
• Your account/subscription status — an expired trial can affect whether new tickets are accepted. Check Company Settings.
• Once confirmed working, allow a few minutes — email delivery isn't always instant.

My reply doesn't seem to have sent

• Open the ticket and check its activity log for an error noted against your reply.
• Confirm the client's email address on the ticket is correct and doesn't have a typo.
• Ask the client to check their spam/junk folder — see "Emails are going to spam," below.

Emails are going to the client's spam folder

Ask them to:

• Check their spam/junk folder for the message.
• Mark it as "Not spam" — this alone resolves most cases, since it teaches their mail provider to trust future messages from TikitDesk.
• Add TikitDesk's sending address to their contacts, if their mail provider supports it.

A ticket update or checklist change didn't seem to save

• Confirm you actually see a "saved successfully" confirmation after making the change — if you navigated away before it appeared, the change may not have gone through.
• Refresh the page and check whether the change is actually there — sometimes the save succeeded and only the on-screen confirmation was missed.
• If it's genuinely not saving, note exactly what you changed and contact support for your plan tier — this is worth reporting.

Notifications aren't showing up

• Check your notification settings — confirm the notification types you expect are actually turned on.
• For browser push notifications specifically, confirm your browser has notification permission granted for TikitDesk (check your browser's site settings).
• In-app notifications always work regardless of browser push settings — check the bell icon in the header if push notifications seem to be missing something.

An attachment or image won't upload

• Check the file size — very large files can time out on a slow connection; try a smaller file or a more stable connection.
• Confirm the file type is one TikitDesk supports for attachments.
• Try a different browser or device to rule out a local browser issue.

The page looks broken or a button doesn't respond

• Refresh the page — this resolves the majority of one-off display glitches.
• Hard refresh (Ctrl/Cmd + Shift + R) — clears a stale cached version of the page, which is a common cause after TikitDesk has been updated.
• Try a different browser to rule out a browser-specific issue.
• If it persists, contact your support channel with what you were doing right before it happened — that context helps a lot.

Who to contact if none of this helps

Use your usual TikitDesk support channel for your plan tier — Basic (Starter), Standard (Professional), or Priority (Scale). Include what you were doing, what you expected, and what happened instead — screenshots help.