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.
Also, if you are seeing the error "Something appears amiss..." It's very likely you PSA is not able to connect with Traceless. You can log out, log back in, and try the steps below.
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.
Cookie Management
Firefox: If you are using Firefox you will need to disable "Total Cookie Protection" for traceless.io and your psa url. This can be done strictly for specific urls to allow the continued benefit of TCP. You can click the "Manage Exceptions" button.
Safari: If you are using Safari you will need to disable "Prevent Cross Site Tracking"
Chrome: If you are using Chrome, ensure that you whitelist cookies for traceless.io and the base url of your PSA
NOTE: In every case you need to enable cookies for traceless.io and the actual specific url of your psa. So if you use Connectwise in the cloud, that would typically be na.myconnectwise.net etcetera...
Firefox Exceptions for Enhanced Tracking Protection
Chrome Exceptions for 3rd Party Cookies
