This help file will guide you through what actions to take if your tickets aren't imported 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 tickets don't get imported in eDesk is if your channel token has expired. This is how you can easily check it:
Go to Settings → Mailbox Settings → Channels
Look up the channel in question.
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.
Check if the channel is recently linked
If your tickets are not showing in eDesk it can be because you just recently added your channel and the downloading is in progress. In general, you should see tickets in your eDesk account within a few hours of linking your channel.
Check your Amazon Settings
Your Amazon Seller Central account may not be correctly configured so it's worth checking them too.
You will be able to find step-by-step instructions to set all of this up in the help file below (section 03 Setting up the Mailbox).
Check if renewing the token helps
If the issue still persists, you might want to Renew your token anyway just to see if it helps to troubleshoot the ticket import issue. Renewing your token will 'refresh' the connection between eDesk and your channel. This is how you can easily do it:
Go to Settings → Mailbox Settings → Channels.
Click on the channel in question and select the General tab.
If you scroll down you will then see a blue Renew access button.
Click on it and follow the instructions on-screen.
Still experiencing issues?
Don't hesitate to contact our Support Team for help!