> ## Documentation Index
> Fetch the complete documentation index at: https://docs.decimal.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Find missing tickets, check why the agent hasn't drafted a reply, and understand why a reply stayed internal.

Start with what you see in **Support**. If the ticket is present, open it before changing the integration or agent settings.

## Find a Missing Ticket

Clear the filters in **Support** and search for the ticket by ID or title. If it still isn't there, open **Settings → Integrations** and check the provider's connection and sync filters. The [sync checks](/support/ticket-sync#why-a-ticket-didn%E2%80%99t-sync) walk through connection problems, excluded tickets, and older tickets.

For a specific ticket from a supported provider, an organization admin can use **New ticket → Import ticket**. Follow the [import steps](/support/ticket-sync#import-ticket) and use the ID from the ticketing tool. The provider must already be connected.

After the import finishes, search for the ticket again and open it to confirm it's the one you need.

## Check Why There's No Draft

A ticket can be present in Decimal without the agent having answered it. Open **Settings → Agents → Support Agent → Tickets** and check the enabled [skip rules](/agents/tickets#skip-rules) against the sender, subject, and source.

If the agent answered earlier messages but stopped, check **Maximum replies per ticket** on the **Replies** tab. The limit counts drafts as well as customer replies; see [reply limits](/agents/replies#limits).

To request an investigation yourself, open the ticket and choose **Deploy agent** for a first run or **Re-run** for another attempt. Add the context you want the agent to use, submit, then review the new investigation and response in the ticket.

## Check Why a Reply Stayed Internal

Open **Settings → Agents → Support Agent → Replies** and find the section for the agent you expected to answer: **Public agent replies to customers** or **Private agent replies to customers**.

1. **Check Delivery.** An answer drafted in **Preview** stays internal. Check the agent-wide setting and [category delivery](/agents/routing#delivery-preview-and-live), since routing categories have their own **Preview** and **Live** settings.
2. **Check Eligible tickets.** Compare the ticket with the selected scope and every ticket rule. The [public agent](/agents/replies#public-agent-replies-to-customers) and [private agent](/agents/private-agent-replies#eligible-tickets) have separate controls.
3. **Check why it was held.** For a private agent draft, review the [held-reply reasons](/agents/private-agent-replies#when-a-reply-is-held-back) and [guardrails](/agents/guardrails). For a public agent draft, check when it [stands down](/agents/public-agent#when-the-public-agent-stands-down).

Keep **Preview** while reviewing a draft. Switching to **Live** changes who receives future replies; it isn't a diagnostic step. If the reply needs human review, have a teammate handle the ticket.

## Get Help With a Specific Ticket

[Email us](mailto:support@getdecimal.ai) with the Decimal ticket URL, the original ticket URL, and what you expected to happen. Include the approximate time and time zone, any visible error, and the checks you've already tried. For a delivery problem, include the agent's **Delivery** setting and the routing category, if one applies.


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