Help desk connector not syncing
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Grisedale Search & Selection · Help desk connector not syncing
Help desk connector stopped syncing after customer's API credential update on Friday. Resolved via connector re-authentication.
What happened
What this says
As at Fri 9 Oct 2026Help desk connector stopped syncing after customer's API credential update on Friday. Resolved via connector re-authentication.
Problem: The help desk connector, set up two weeks prior and working well, stopped pulling new client complaints on Friday. Nadia Bashir reported it was urgent as consultants needed the latest feedback.
Handling: Bethan Lister asked if anything had changed at the customer. When Nadia realized they'd updated API credentials for security, Bethan instructed her to toggle authentication off and on, which resolved the sync.
Watch: The resolution was efficient and the customer was satisfied.
Details
Updated 9 Oct 26Trail
created · Nadia Bashir 5 Jul 2024 12:07One of our connectors isn't pulling in the latest data from our help desk system. We set it up a couple of weeks ago and it was working fine, but since Friday it's stopped bringing in new client complaints. The connector status page says it's connected, but there's nothing new since Friday morning. This is pretty urgent for us - our consultants need to see the latest client feedback.- Public reply · Bethan Lister 5 Jul 2024 14:18Thanks for reporting this, Nadia. I see the connector is connected but not fetching. A couple of quick checks - has anything changed in your help desk recently? New security settings, API key rotation, anything like that? And can you check if there are any error messages in the connector details?
- Public reply · Nadia Bashir 8 Jul 2024 11:52Ah yes! I just remembered - we updated the API integration on Friday as part of a security refresh. The new credentials are in, but maybe it needs a re-auth?
- Public reply · Bethan Lister 8 Jul 2024 12:23That's got to be it. Go to the connector settings and toggle the authentication off and back on - that'll force a fresh handshake with the new credentials. Give that a try?
- Internal note · Bethan Lister 8 Jul 2024 15:34Confirmed with Nadia that the re-auth resolved it. Full sync now complete, all complaint records pulled in.
- Public reply · Nadia Bashir 8 Jul 2024 16:00Perfect, it's working now! All the latest complaints are there. Thanks for the quick fix!
- Status change · 12 Jul 2024 23:59