Client service tickets not syncing from helpdesk

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Fairhallow Travel: documents · Client service tickets not syncing from helpdesk

Service tickets stopped loading after helpdesk system API upgrade; connector updated to new endpoint by support engineer.

Priority normal

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What happened

What this says

Current to 11 Oct 26

Service tickets stopped loading after helpdesk system API upgrade; connector updated to new endpoint by support engineer.

Problem: New service tickets stopped syncing after early March, though helpdesk system continued logging them.

Handling: Bethan identified helpdesk API upgrade with deprecated endpoint and updated the connector to the new endpoint.

Watch: External API changes can break connectors, leaving customer data stale without notice.

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

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)165

CSAT5

Helpdeskmade from

Trail

created · Tariq Hussain 11 Mar 2025 10:00
The helpdesk connector has stopped loading new tickets into the brain. We're not seeing any service tickets created after early this month, even though they're being logged in the helpdesk system. This is blocking our team from seeing the full picture of what's happening with clients. What's happened to the sync?
public_reply · Bethan Lister 11 Mar 2025 12:45
Thanks Tariq. Can you tell me whether you've made any changes to your helpdesk system recently, or had any updates or upgrades?
internal_note · Bethan Lister 11 Mar 2025 14:16
Found it. Their helpdesk upgraded its API last week and deprecated the old endpoint we were using. Updated the connector to the new endpoint. Refresh will pick up all tickets from that point forward.
status_change · Bethan Lister 19 Mar 2025 17:08
status_change · 23 Mar 2025 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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