Articles
Couldn't Install Exalate for Zendesk
Fix "Problem with provided auth information" installing Exalate Classic for Zendesk. Generate access token with Exalate Proxy User credentials only.
Exalate App for Zendesk Doesn't Authenticate Automatically on Safari
Exalate Classic for Zendesk fails auto-auth on Safari (manual login prompted). Use Chrome/Firefox instead; Safari blocks Zendesk's auto-token mechanism.
Error when Syncing Comments or Attachments in Zendesk
Fix Exalate Classic Zendesk sync errors on comments/attachments (MissingPropertyException: length/size). Use issue.comments.collect{ it } instead of .length or .size.
A New Sync Isn't Scheduled
Fix Exalate Classic for Zendesk not scheduling new syncs. Check Settings > Extensions (Exalate host enabled) and Settings > Triggers (Exalate webhook active).
Recreate a Lost Webhook
Fix Exalate Classic Zendesk sync stops: recreate lost webhook via Zendesk Admin Center > Webhooks > Create (push type), add Trigger for Ticket Created/Updated.
Custom Fields are Randomly Updating
Fix Exalate Classic store() overwriting automation-updated custom fields (e.g., SLA respected resets). Remove fields from hub-issue: issue.customFields.remove("Field Name").