Admin Troubleshooting

Problem	What to check first	Next action
Customers cannot see the support screen	Assigned support page, page visibility, caching, and whether the page has the Awedesk support experience.	Re-save the Navigation settings and test while signed out.
Staff cannot see tickets	Staff role, department assignment, and the staff support page.	Edit the staff member under Agents and confirm department access.
Emails are not arriving	Mail Queue, WordPress mail service, and spam folders.	Send a normal WordPress password reset email to verify site mail delivery.
Guest tickets are blocked	Continue as guest setting and ReCAPTCHA.	Review Accounts & Security and test in a private browser window.
Imported email creates no ticket	Mailbox connection, allowed sender rules, spam settings, and quarantine.	Use the connection check, then send one simple test message.
Survey emails are missing	Survey settings, close event, delay setting, and Mail Queue.	Close a fresh test ticket and check whether a survey email is queued.
Dashboard numbers look unexpected	Date range, ticket status, deleted tickets, and current staff assignments.	Compare with ticket list views for the same period.
A Pro screen is hidden	License state and whether the Pro feature is enabled.	Confirm the license and save the relevant settings again.