Troubleshooting

Activation email not received

Admins can resend activation emails for pending admins and agents from Team or the team member detail page. Admins can resend activation emails for pending customers from the customer record.

Ask the user to check the target email address and spam folder. If the account remains pending, resend the activation email.

Password reset

Users can request a password reset from the reset password page. The reset flow checks password-reset status before accepting the new password.

Ticket unavailable

If a ticket shows as unavailable, it may not exist or the user may not have access.

Customers can only access tickets available in their account.

Upload in progress

MuninX prevents ticket creation or reply submission while files or inline images are still uploading.

Wait for uploads to finish. If an upload failed, remove the failed attachment or upload it again.

Closed ticket cannot be updated

Closed tickets are permanently locked. They cannot be updated or reopened.

Tickets become closed only through the tenant organization’s auto-close setting after remaining solved for the configured duration. Users cannot manually change a ticket status to closed.

Create a new ticket if more help is needed.

AI tools disabled

AI tools require an AI-assisted agent type. Human agents do not have AI draft and improve-response tools.

Suspended users and billing

Suspended users cannot log in but remain part of the organization’s billing plan.