Troubleshooting

Troubleshooting Guide

Common issues and how to fix them. Find solutions to emails not arriving, webhook failures, and DNS problems.

Still Need Help?

If you can't find a solution here, contact support at support@syncsupport.app

Emails Not Arriving

Problem: Emails not showing up in Slack/Discord

Solution:

Check MX records are configured correctly
Wait 30 minutes for DNS propagation
Verify webhook URL is correct in integration settings
Check alias is active and linked to correct integration
Test with: dig MX yourdomain.com

Problem: MX records not updating

Solution:

Remove old MX records before adding new ones
Clear local DNS cache: ipconfig /flushdns (Windows) or sudo dscacheutil -flushcache (Mac)
Check propagation at MXToolbox.com
Contact your DNS provider support

Problem: Emails going to spam

Solution:

Add SPF record: v=spf1 include:spf.resend.dev ~all
Configure DKIM for domain authentication
Set up DMARC policy
Ask recipients to whitelist your domain

Webhook Issues

Problem: Slack webhook failing

Solution:

Verify webhook URL starts with https://hooks.slack.com/services/
Check webhook wasn't deleted in Slack settings
Recreate webhook if it was regenerated
Test webhook manually with curl:

bash

curl -X POST https://hooks.slack.com/services/YOUR/WEBHOOK/URL \
  -H 'Content-Type: application/json' \
  -d '{"text":"Test message"}'

Problem: Discord webhook not working

Solution:

Ensure URL format: https://discord.com/api/webhooks/...
Check webhook wasn't deleted in Discord channel settings
Verify bot has permission to post in channel
Test with Discord's webhook tester

Performance Issues

Problem: Slow email delivery

Solution:

Normal delivery: 2-5 seconds
Check if your DNS provider has propagation delays
Verify Slack/Discord isn't rate limiting
Contact support if consistently over 10 seconds

Problem: Dashboard loading slowly

Solution:

Clear browser cache and cookies
Try incognito/private browsing mode
Disable browser extensions temporarily
Check internet connection speed

Integration Problems

Problem: Can't add integration

Solution:

Check you have admin access to workspace
Ensure webhook URL is valid and accessible
Try creating integration again
Check browser console for error messages

Problem: Integration deleted accidentally

Solution:

Recreate the integration with same webhook URL
Update aliases to point to new integration ID
No email history is lost - only routing configuration

Ticket Management Issues

Problem: Can't claim ticket

Solution:

Ticket may already be claimed by another team member
Refresh the page to see latest status
Check you have agent or admin role

Problem: Reply not sending

Solution:

Verify sender domain is configured correctly
Check SPF/DKIM records are set up
Ensure reply-to email address is valid
Check API error logs in dashboard

Diagnostic Tools

Use these tools to diagnose issues:

Check MX Records

bash

dig MX yourdomain.com

Test Webhook

bash

curl -X POST YOUR_WEBHOOK_URL \
  -H 'Content-Type: application/json' \
  -d '{"text":"Test"}'

Verify DNS Propagation

Visit MXToolbox.com or DNSChecker.org

Getting Help

If you're still experiencing issues:

Email support: support@syncsupport.app
Include: domain name, error messages, screenshots
Response time: Usually within 4 hours

Advanced

Resources