How to Fix the "Failed to fetch data: Failed to fetch users: undefined" Error

Overview

If you see the error message:

Failed to fetch data: Failed to fetch users: undefined

it means the system tried to load a list of users (for example, from Zendesk or another connected tool) but could not complete the request.

This usually points to one of the following:

• A temporary network or browser issue
• A problem with your login session or permissions
• An issue with the integration or API connection to the user directory (e.g., Zendesk)

This article walks you through simple steps to resolve the error and explains when to contact support.

Step 1: Try a Simple Refresh

Before changing any settings, try these quick fixes:

1. Reload the page and try the action again.
2. Log out and log back in to the application.
3. Open the application in a private/incognito window and repeat the action.

If the error goes away, it was likely a temporary browser or session issue.

Step 2: Check Your Connection and VPN

Because fetching users requires a network call:

• Make sure you are connected to the internet and other sites are loading normally.
• If you use a VPN or corporate network:
• Temporarily disconnect from the VPN (if allowed) and try again.
• If disconnecting is not possible, try a different network (e.g., mobile hotspot) to see if the error still appears.

If the error only appears on one network, your organization’s firewall or network rules may be blocking the request.

Step 3: Confirm You Have Permission to View Users

If the tool is pulling users from a system like Zendesk, your account must have permission to view user data.

• Check with your team admin whether your role includes access to:
• View or search users
• View organizations or contacts (if relevant)
• If you recently changed teams, roles, or email addresses, verify that your permissions were updated accordingly.

If you don’t have access to users, the system may fail when trying to fetch them and show this generic error.

Step 4: If You Are an Admin – Check Integration Settings

If you administer the integration (for example, a Zendesk app or internal tool), review the configuration:

1. API Credentials / Tokens
   * Confirm the API token or OAuth credentials are valid and not expired.
   * Make sure the API user has sufficient permissions to read users.
2. App or Integration Settings
   * Check any base URL, subdomain, or account ID fields and ensure they are correct.
   * Confirm that the environment (e.g., production vs. sandbox) is set correctly.
3. Rate Limits and Service Status
   * Check the status page of the connected service (e.g., Zendesk) for any ongoing incidents.
   * If you have high traffic, verify you are not hitting API rate limits.
4. Network / Security Controls
   * Ensure your firewall or proxy is not blocking requests to the external service.
   * If your organization uses IP allowlisting, verify the app’s IPs are properly allowlisted.

Step 5: Clear Browser Cache and Try Another Browser

Sometimes cached data or browser extensions can interfere with network requests.

1. Clear cache and cookies for your application.
2. Disable browser extensions temporarily (especially ad blockers or privacy tools).
3. Try a different browser (e.g., Chrome instead of Firefox) and repeat the action.

If it works in another browser, the issue is likely local to your original browser setup.

When to Contact Support

If you still see Failed to fetch data: Failed to fetch users: undefined after trying the steps above, contact your support team.

Include as much detail as possible:

• A screenshot of the full error message and the page where it appears
• The date and time (with time zone) when it happened
• What you were trying to do (e.g., "Open the user picker on ticket #...")
• Whether it happens for all users or just you
• Any recent changes (new account, role change, new integration, etc.)

This information will help support quickly identify whether the problem is tied to your account, your permissions, the integration configuration, or an underlying service issue.

Summary

The Failed to fetch data: Failed to fetch users: undefined error means the system can’t retrieve user data from the connected service. In many cases, it can be resolved by:

• Refreshing or logging in again
• Checking network/VPN and browser issues
• Verifying your user permissions
• Correcting integration or API settings

If none of these steps help, reach out to support with detailed information so the issue can be investigated further.