This help file will guide you through what actions to take if your replies are not sending in eDesk.

Before you start 

 
  • You need to have an eDesk account. To find out how to create one, click here.
 
  • Some troubleshooting might require an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
 

  • Check if the Channel Token has expired


The most common reason why your ticket replies don't send in eDesk is if your channel token has expired.

This is how you can easily check it:

  1. Go to Settings → Mailbox Settings → Channels

  2. Look up the channel in question.

  3. If your token expired, you will see a red warning sign on the Mailbox column as well as a Renew access button showing in the Suspended column.

Sometimes you will also get notified with a red banner at the very top of your account.

What you will simply need to do then is hit Renew Access for the channel in question and follow the instructions on-screen.

Once your channel is renewed, we will then download your tickets again within the next few hours.


Related articles


Troubleshooting: How to renew an expired token?
 

  • Check if the Mailbox is disabled


If your answers are not sending in eDesk, it might be worth checking that the Mailbox is enabled for the channel in question. 

This is how you can easily check it:

  1. Go to Settings → Mailbox Settings → Channels

  2. Look up the channel in question.

  3. If the Mailbox is not active for this specific channel, you will see an X on the Mailbox column.

  4. You can then click on it and select the Mailbox tab and click the Enable button.

  5. Scroll down and hit Save Changes.

​​​​​Once you have re-enabled the Mailbox for the channel, we will then download your tickets again within the next few hours.
 

  • Check if there's a 'Retry Send' error message showing


Sometimes it can happen that your reply won't send because of limitations on the channel you're using.

Whenever this happens, eDesk will automatically display a blue Retry Send error message and if you hover or click on it, you will see the exact reason why the message didn't get sent.
 

Example 1: you will see a Retry Send error message if you reply to a Facebook message more than 24hrs after it's been received (limitation on Facebook's end).

or

Example 2: you will see a Retry Send error message if you include a phone number or personal information in an eBay message (forbidden by eBay's policy).

Once you identify the exact reason why your reply isn't sending in eDesk, you can then choose to either reply directly on the platform affected or modify the eDesk reply so it's compliant and it will send.


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Troubleshooting: Social Media (Facebook, Instagram, and Twitter)
 

  • Check if the reply is incorrectly marked as SPAM

This last one is quite rare but it can happen that the reply in eDesk gets incorrectly flagged as SPAM by your Email provider and therefore won't get sent.

If this is the case, you will need to check this with your Email provider directly and whitelist eDesk's IP addresses. To get a full list of them, you can get in touch with our Support Team directly.

Still experiencing issues?

 

Don't hesitate to contact our Support Team for help!