Zendesk connector stopped syncing

Ticketclosed

Pentreath Cold Chain: documents · Zendesk connector stopped syncing

Zendesk connector stopped loading excursion tickets. Callie and Rory traced the issue to a custom field added in Zendesk that broke the field mapping, fixed it within hours, and the customer confirmed data was restored.

Priority high

made from

What happened

What this says

Current to 12 Oct 26

Zendesk connector stopped loading excursion tickets. Callie and Rory traced the issue to a custom field added in Zendesk that broke the field mapping, fixed it within hours, and the customer confirmed data was restored.

Problem: high-priority data availability issue; Zendesk connector stalled after a custom field was added to the source system, stopping new ticket ingestion.

Handling: support team diagnosed stalled sync, identified the root cause (custom field breaking the mapping), and engineering patched the connector quickly. Customer confirmed visibility restored and praised the fast resolution.

Watch: customer has client-facing dependency on data freshness; connector failures have immediate business impact.

AI · claude-haiku-4-5-20251001 · 12 Oct 2026

AImade from

Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)172

Helpdeskmade from

Trail

created · Kerensa Trelease 8 Feb 2024 16:56
The Zendesk connector stopped loading excursion tickets. We've had several new tickets since this morning but nothing's coming through to the brain. This is urgent. The clients need to see their data.
public_reply · Callie Brennan 8 Feb 2024 19:48
Hi Kerensa, I can see the sync has stalled. First thing: can you check that the API token in Zendesk is still valid? If that's fine, tell me when the last ticket came through and I'll check our logs.
public_reply · Kerensa Trelease 12 Feb 2024 09:23
Token's fine. Last update was Tuesday at 06:30. Three new excursions since then and none in the brain. Not good.
internal_note · Callie Brennan 13 Feb 2024 11:00
Zendesk added a custom field yesterday and it's broken the field mapping. Rory's patching now. Should be live within the hour.
public_reply · Callie Brennan 13 Feb 2024 11:43
Found it: custom field added yesterday broke the mapping. Rory's patching now and we should have the load working within an hour. I'll update you once it's live.
status_change · Callie Brennan 13 Feb 2024 14:48
public_reply · Kerensa Trelease 13 Feb 2024 16:35
Data's back. Clients can see their tickets now. Well done on the quick fix. Cheers, Kerensa
status_change · 17 Feb 2024 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.

Help