Helpdesk connector not syncing

Ticketclosed

Wexmoor Property Group: documents · Helpdesk connector not syncing

Dana reported the helpdesk connector stopped syncing, blocking team access to new ticket and call data. Bethan investigated and asked about credential changes; ticket was closed but customer confirmation is not shown.

Priority high

made from

What happened

What this says

Current to 11 Oct 26

Dana reported the helpdesk connector stopped syncing, blocking team access to new ticket and call data. Bethan investigated and asked about credential changes; ticket was closed but customer confirmation is not shown.

Problem: The helpdesk connector went offline and stopped pulling records, blocking the team's access to new ticket and call data. Handling: Bethan checked sync logs, confirmed no records being pulled since a couple days prior with no logged errors visible. She asked Dana about credential changes, password resets, and permission changes to isolate the root cause. Ticket shows closed/solved status. Watch: High-priority outage with first response in 121 minutes. Customer impact is significant. Internal troubleshooting was systematic but customer confirmation of resolution is not visible in the transcript.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

AImade from

Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)121

CSAT3

Helpdeskmade from

Trail

created · Dana Whitaker 16 Sep 2026 12:52
Hi, our helpdesk connector has stopped syncing data into the brain. We're not seeing any new records coming through, which means our teams can't view the latest tickets and calls. This stopped working a couple of days ago. Can you investigate what's happened and help restore this? Thanks, Dana
internal_note · Bethan Lister 16 Sep 2026 14:43
Checked sync logs. Connector hasn't pulled records since a couple of days back - nothing new being indexed. No errors in the logs. Will ask Dana about changes on their end - password reset, API key update, permissions, etc.
public_reply · Bethan Lister 16 Sep 2026 14:53
Hi Dana, I've picked this up. Your helpdesk connector stopped pulling records a couple of days ago. Just so I've got this right - you're not seeing new ticket data in the brain now, is that the issue? Did anything change with your helpdesk setup around that time? Password reset, API key update, permission changes? Can you check those and let me know what you find? That'll help me figure out what's going on. Thanks, Bethan
status_change · Bethan Lister 22 Sep 2026 13:56
status_change · 26 Sep 2026 23:59

Helpdeskmade 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	150
People at customers	573
BB-Demo staff	48
Calls	1,382
Email threads	2,122
Support tickets	789
Documents	850
Deals	217
Invoices	187
Events	49
News items	84

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.

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