HESK Times out when opening a ticket

[deploysholdings]

Script URL: https://help.deploys.tech
Version of script: Latest as of today
Hosting company: Deploys Holdings Ltd
URL of phpinfo.php: N/A
URL of session_test.php: N/A
What terms did you try when SEARCHING for a solution: HESK Timeout, Timeout upon opening ticket, etc.

Write your message below:

Hi. We've recently installed HESK as our main ticket system, but are now sadly getting reports from clients, that whenever they submit or reply to a ticket, the page goes into an endless loading and eventually times out. The response/ticket gets sent though and staff can view it. If staff reply to it, the same issue happens on the staff side. (Reply goes through, Page Times Out).

Please let us know how to fix this.

Thank you in advance.

[Klemen]

Not sure what's causing this, but it looks like the server is dropping the connection.

Anything in server logs?

If not I'm afraid it's not something I can help with without access to the server.

[deploysholdings]

Sorry, I'm not too good of a systems admin, which logs are you referring to? And where can we find them?

[Klemen]

Oh, I thought you were a hosting company

I can't point you to any specific logs as it would all depend on your server software and setup. You might want to get help from a systems admin with that.

It could also be a DNS issue as I am having sporadic problems accessing your help desk (it just times out occasionally).

[deploysholdings]

We are, haha. I'm just not their systems admin. I'm going to talk to them. I'll talk to our admin.

And regarding the occasional time outs, that's exactly what I mean.

[deploysholdings]

Shall I maybe try to disable cloudflare temporairly?

[Klemen]

It's worth testing and see if it makes a difference.

[deploysholdings]

I've just tried that. It doesn't seem to make a difference.