[Sugester V2 EN](https://sugester.intum.pl/kb/sugester-v2-en.md) / [Helpdesk / Tickets](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk.md)

# [Helpdesk - problem solving](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk-problem-solving.md)

## Troubleshooting

### Widget shows "No tickets" even though the client has tickets

Check:
1. Is `client_external_id` provided in the widget configuration?
2. Is signature verification enabled in the desk settings?
3. Is the `signature` correctly calculated?
4. Do the existing tickets have the same `client_external_id` assigned?

### Widget shows only the form, not the list of tickets

This is normal behavior when:
- `client_external_id` was not passed in the widget configuration
- Signature verification is disabled

For the client to see their tickets:
1. Enable signature verification in the desk
2. Pass `client_external_id` and the correct `signature`

### Widget styles are not working

Make sure you added the link to the CSS before the widget div element:
```html
<link rel="stylesheet" href="https://your-domain.sugester2.pl/helpdesk/desks/widget.css">
```

### Widget does not load / JavaScript error

Check:
1. Does `account_url` point to the correct address of your account?
2. Is `desk_token` correct (you can find it in the desk settings)?
3. Are there any CORS errors - the widget must be embedded on an HTTPS page?
4. Open the browser console (F12) and check for error messages.

### Client is not receiving email notifications

Check:
1. Is there a mailbox assigned to the desk?
2. Are the email templates filled out?
3. Is the "Send email" option checked when creating a ticket/comment?
4. Is the client's email correct?
5. Check the client's spam folder.

### Ticket does not have an assigned client from CRM

Tickets are linked to clients by:
- `client_email` - matching by email address
- `client_external_id` - matching by external ID

If the client is not linked:
1. Check if the client exists in the CRM
2. Check if the email/external_id matches
3. You can manually assign the client by editing the ticket.