Integration Connection Failed

"Connection test failed" for any integration

• Check your credentials. Re-enter the API key, token, or secret exactly as provided by the external service — no extra spaces, no missing characters.
• Verify the Base URL has no trailing slash. For example: https://your-helpdesk.example.com not https://your-helpdesk.example.com/
• Confirm the API token has the right permissions. Some services require specific scopes or roles for API access. Check the integration's setup article for what's required.
• Check if the external service is down. Visit the service's status page. If they're experiencing an outage, try again in a few minutes.

Google Calendar: OAuth failed after redirect

• The Google Calendar API must be enabled in the Google Cloud project. If you see a "403 - Access Denied" after the OAuth redirect, go to Google Cloud Console and enable the Calendar API for your project.
• Make sure you authorized with the right Google account — the one that actually owns the calendar you want to use.
• If the redirect URL shows an error code, note it and contact support. Do not retry the OAuth flow more than twice.

Integration tile is locked or greyed out

• Calendar requires TEAM, BUSINESS, or ENTERPRISE (or an active trial)
• Business Data / Shipment Tracking requires TEAM or BUSINESS (or an active trial)
• MCP Client requires ENTERPRISE
• Smart Page Context requires BUSINESS or ENTERPRISE (or an active trial)
• After an expired FREE trial, only Help Desk Setup remains — upgrade to restore the rest

MCP Client: "workflow is missing required MCP setup"

The selected workflow must be fully provisioned before MCP can be attached. Wait for the support chat creation to complete, or select a different workflow that is already ACTIVE. Contact support if the field never appears on an ACTIVE workflow.

MCP fields show `__REDACTED__`

This is expected — credentials are not shown after saving. Leave masked fields unchanged to keep existing credentials. Enter a new value only when rotating secrets.

Help Desk agent inbox assignment is disabled

The agent must accept their Help Desk invite email and complete their account setup before inbox assignment is available. Ask the agent to check their email and finish signup, then reopen the Manage Collaborators tab.

What's next

• How to Manage Your Integrations — edit credentials and re-test connections
• How to Contact Support — escalate if the issue persists