Troubleshooting

The customer can't connect#

"This connection code is not valid or has expired." Codes work once and for 7 days. Create a new one under Sites → Connect a site.

"Could not reach the support hub." The customer's site must reach your hub's REST API over HTTPS. Check that:

• your hub site is online and its address in the code is right (if your hub moved, create a new code);
• a security plugin or firewall on your hub isn't blocking /wp-json/helpdesk-hero-hub/ requests;
• your hub isn't behind a password or maintenance mode.

Sending a ticket fails#

Open the customer's Settings → Test connection. It sends a signed request to the hub and explains what went wrong:

• "The other site answered with HTTP 403 / 406 / 503" and a mention of a firewall: a security plugin, Cloudflare or the host's firewall blocked the request. Allow requests to /wp-json/helpdesk-hero-hub/ (on the hub) and /wp-json/helpdesk-hero/ (on the customer site).
• "Request is too old. Check that both servers have the correct time.": the two servers' clocks differ by more than five minutes. Ask the host to fix the time.
• "Request signature is not valid.": the site was disconnected in the hub, or its connection was replaced. Connect again with a new code.

Failed requests are also listed in the customer's Activity as "Could not reach your support team", with the reason.

While the hub can't be reached, customers can still use Email it myself instead if your policy allows it.

Replies don't show up on the customer's site#

The customer site fetches updates every 10 minutes and whenever someone opens the help center; the hub also pushes them at once. If replies are stuck:

• open the site's panel under Sites and use Check connection;
• make sure WordPress's scheduled tasks run on the customer's site (a site with very little traffic may need a real cron job).

"Log in" doesn't work#

• Access has ended: the ticket shows no active access. Ask the customer to give access again, or use Ask for more time before it ends.
• The link was already used: each link works once. Click Log in again for a new one.
• You land on the login page: a security plugin may block logins from new links. Login links look like wp-login.php?action=helpdesk_hero&token=…; ask the customer to allow them in their security plugin.

Still stuck?#

Ask on the support forum or open an issue on GitHub.