Common Issues
Solutions for the most frequent issues you'll encounter with Treqdesk.
Common Issues
If something isn't working, you're likely looking at one of these. Each section includes the symptom, root cause, and fix.
"Setup is not complete" error on every command
Why this happens: Your workspace hasn't completed the onboarding wizard yet. The setup guard blocks all features until setup is done.
How to fix it:
Open the onboarding link provided when Treqdesk was installed.
If you can't find it, ask the person who installed Treqdesk (the Owner) to share the onboarding URL.
Complete all steps in the onboarding wizard, including plan selection.
If that doesn't work: The Owner should try re-installing Treqdesk from the landing page to restart the OAuth flow.
Reacting with 🎫 doesn't create a ticket
Why this happens: Several possible causes:
- The channel is not a source channel — Treqdesk only creates tickets from reactions in channels configured as source channels for a support team.
- Monthly limit reached — Free plan workspaces are limited to 25 tickets per month.
- Bot is not in the channel — The bot needs to be a member of the source channel to detect reactions.
- Duplicate ticket — Someone already reacted to this message with 🎫 and a ticket exists.
How to fix it:
Navigate to the App Home, click Manage Teams, and check if the channel is listed as a source channel for any support team.
Click Billing & Seats in the App Home to check if you've hit your monthly ticket limit.
Make sure the bot is in the channel by typing /invite @Treqdesk.
Check the triage channel — the ticket may already exist from an earlier reaction.
"You don't have permission" when clicking a ticket button
Why this happens: Your role doesn't have the required permissions. Ticket management (assign, complete, reopen) requires the Agent role or above. Note that closing a ticket strictly requires the Admin or Owner role.
How to fix it:
Ask the workspace Owner to add you as an agent on the relevant support team via Manage Teams in the App Home. Remember: you can only be removed as an agent once you have no open or in-progress tickets assigned to you.
If that doesn't work: The workspace may have hit its agent seat limit. Click Billing & Seats in the App Home to check seat usage, and ask a workspace Owner or Admin to either remove inactive agents or upgrade the plan/increase seats.
Ticket card doesn't appear in the triage channel
Why this happens: The support team's triage channel may be misconfigured — the channel could be archived, or the bot may have been removed.
How to fix it:
Check if the triage channel still exists and is not archived.
Make sure the Treqdesk bot is a member of the triage channel (/invite @Treqdesk).
Navigate to the App Home, click Manage Teams, edit the affected support team, and re-select a valid triage channel.
If that doesn't work: Check if the support team's status is "misconfigured" in the Manage Teams modal. Treqdesk auto-detects broken channels and marks teams accordingly.
Support team shows as "misconfigured"
Why this happens: Treqdesk detected that the team's triage channel is no longer accessible — typically because it was archived, made private without the bot, or the bot was removed.
How to fix it:
Navigate to the App Home, click Manage Teams, and click Edit on the misconfigured team.
Select a new, accessible triage channel.
Save. The team returns to Active status and ticket routing resumes.
"Max open tickets reached" — auto-assign skipped
Why this happens: You've configured a maxOpenPerAgent limit for auto-assign, and every agent on the team has hit that limit.
How to fix it:
Have agents resolve or close some of their open tickets to free up capacity.
Alternatively, increase the maxOpenPerAgent limit or remove it entirely via Auto Assign in the App Home.
In the meantime, tickets stay Open in the triage channel for manual assignment.
Billing portal link won't load
Why this happens: Temporary issue with the Dodo Payments provider. The Billing & Seats modal shows an error instead of the portal link.
How to fix it:
Wait a minute and reopen the Billing & Seats modal.
If the issue persists, check the Dodo Payments status page for outages.
If that doesn't work: Contact Treqdesk support — the billing integration may need reconfiguration.