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Troubleshooting connecting Traceless to your PSA
Troubleshooting connecting Traceless to your PSA

Once you have integrated Traceless with your ticketing system, use this article to debug any connection issues you might be having.

Peter avatar
Written by Peter
Updated over a week ago

Traceless currently integrates with several different ticketing systems (also called PSAs). In every case you will need to be logged into both Traceless and your PSA for the integration to work. If you are not logged into Traceless, you will see an error that usually will tell you "Try logging in again" or "Please log in." There is an example screengrab below.

If you are seeing the error "Something appears amiss..." It's very likely you PSA is not able to connect with Traceless.

Checklist:

  • Ensure you are logged into both Traceless and your PSA. If you haven't reset your session, you can simply log out of both your PSA and Traceless and log back in. This can address many issues.

  • Ensure you are using the same login (email account) for your PSA and Traceless.

  • Enable 3rd Party Cookies to work with Traceless and your PSA. If you are using any sort of 3rd party tracking protection, make an exception for Traceless and your PSA.

  • If you can't retrieve the info for a ticket:

    • Ensure that there is actually a contact or customer associated with the ticket and the ticket is saved.

    • Make sure your security rules for your api user allow access to contact info.

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