Urgent: Zendesk connector offline
Ticketclosed
Lindqvarn Retail: documents · Urgent: Zendesk connector offline
Zendesk connector went offline after a system update changed OAuth token format. BB-Demo identified the root cause and released a fix within 24 hours, restoring data indexing.
What happened
What this says
Current to 11 Oct 26Zendesk connector went offline after a system update changed OAuth token format. BB-Demo identified the root cause and released a fix within 24 hours, restoring data indexing.
Problem: Zendesk connector failed after Zendesk updated their OAuth token format. Tickets stopped being indexed, blocking the customer's ability to track support requests in the brain.
Handling: Olivia Grant identified the authentication mismatch and escalated to Arjun Nair for the fix. The issue was resolved when the customer confirmed sync resumed. Karin Sjöberg was satisfied with the handling.
Details
Updated 9 Oct 26Trail
created · Karin Sjöberg 13 Aug 2025 13:15The Zendesk connector has gone offline. Tickets stopped being indexed yesterday evening, and our teams can't see the latest customer issues in the brain. This is blocking our ability to track support requests effectively. We need this back online urgently please.- public_reply · Olivia Grant 13 Aug 2025 13:28Thanks for flagging this, Karin. I can see the Zendesk connector is showing as disconnected. This is urgent, so I'm pulling in an engineer right now. We'll investigate quickly and get back to you.
- public_reply · Olivia Grant 15 Aug 2025 09:56We've found the issue. Your Zendesk instance was updated yesterday evening, and it changed the OAuth token format. Our connector can't authenticate against the new format, so it's failing. We're building a fix now and should have it released today.
- public_reply · Karin Sjöberg 15 Aug 2025 12:17Thank you for identifying that so quickly. When do you expect the fix to be available? The ticket data is critical for our teams right now, with the latest customer cases missing from the insight.
- internal_note · Olivia Grant 15 Aug 2025 13:08Arjun fixed the OAuth token authentication issue. Released just now. Customer needs to re-authenticate on their side to refresh the token.
- public_reply · Karin Sjöberg 15 Aug 2025 14:29The connector is syncing again now. Thank you for resolving this. The outage was challenging, but we're back online. Vänliga hälsningar, Karin
- status_change · 19 Aug 2025 23:59