Helpdesk connector not syncing

Email thread

Helpdesk records stopped refreshing after Marsden Vale swapped API keys. Bethan Lister traced it to an expired key and sent a new one. The thread ends before the customer confirms the fix.

made from

What was said

What this says

Current to 14 Oct 26

Helpdesk records stopped refreshing after Marsden Vale swapped API keys. Bethan Lister traced it to an expired key and sent a new one. The thread ends before the customer confirms the fix.

Ask: Shannon Lockwood's helpdesk records had not refreshed for a few days and the connector was not syncing.

Customer view: Shannon said the stop followed a security key swap on their side earlier that week, and asked whether that was the cause.

Next: Bethan sent a new key and asked Shannon to test it. There is no customer reply confirming the sync resumed.

AI · claude-sonnet-5-5 · 14 Oct 2026

AImade from

The thread

Updated 9 Oct 26

Typesupport

Messages3

First message2025-08-12

Last message2025-08-13

Emailmade from

Messages

Bethan Lister 12 Aug 2025 16:55
to Shannon Lockwood
Hi Shannon, I've picked this up. Just so I've got this right - helpdesk records haven't refreshed in a few days. Is that what you're seeing? Can you tell me when the last refresh was? Thanks, Bethan
Shannon Lockwood 13 Aug 2025 13:25
to Bethan Lister
Hi Bethan, Yes, that's right. We swapped API keys on our side earlier this week for security, and that's when it stopped. Could that be the issue? Shannon
Bethan Lister 13 Aug 2025 16:19
to Shannon Lockwood
That's it - your API key expired around then. I've sent you a new one through. Can you try that and tell me what you see? Thanks, Bethan

Emailmade from

BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
Ask Claude copies your question and opens the B-Brain Claude Project, where Claude answers from the same data using the B-Brain tools and cites the pages it used.

The site itself does not call an AI model; answers in Claude come from the same figures you see here.

What the data covers

Data	Records
Organisations	225
People at customers	862
BB-Demo staff	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BB-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Brain is the tool that reads its data.

Who to contact

Email support@b-brain.example or talk to your B-Brain account team. Tell us the page address and what looked wrong; a screenshot helps.

Help