Connector needs reconnecting

Ticketclosed

Kelvinhaugh Pension Services: documents · Connector needs reconnecting

Ailsa reported the Zendesk connector stopped syncing around end of January. Bethan identified expired credentials and asked Ailsa to re-authenticate.

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What happened

What this says

Current to 11 Oct 26

Ailsa reported the Zendesk connector stopped syncing around end of January. Bethan identified expired credentials and asked Ailsa to re-authenticate.

Problem: The Zendesk connector had stopped pulling new tickets, with the last sync around end of January. No recent activity was visible.

Handling: Bethan identified expired connector credentials from the sync logs. She asked Ailsa to re-authenticate with Zendesk to restart the sync. The ticket took 16 days to solve, from 29 Jan 2025 to 14 Feb 2025.

Watch: Connector auth failures break data flow; confirm re-authentication restored sync and monitor for further auth issues at this customer.

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

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)161

CSAT5

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Trail

internal_note · Bethan Lister 29 Jan 2025 14:50
Zendesk connector showing no recent sync. Last records indexed earlier this week. Check auth.
created · Ailsa Dunlop 29 Jan 2025 15:53
Hi, our Zendesk connector stopped syncing. No new tickets are coming through. We last saw data around end of January. Can you help get it reconnected? Thanks.
public_reply · Ailsa Dunlop 29 Jan 2025 15:55
Hi Bethan, we haven't made any changes to our Zendesk setup, so I'm not sure why it stopped. Can you help? Thanks.
public_reply · Bethan Lister 29 Jan 2025 18:34
Hi Ailsa, thanks for confirming. I've checked the sync logs and the connector credentials appear to have expired. Can you re-authenticate with Zendesk and I'll restart the sync?
status_change · Bethan Lister 14 Feb 2025 10:54
status_change · 18 Feb 2025 23:59

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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

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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.
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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.
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Data	Records
Organisations	150
People at customers	573
BB-Demo staff	48
Calls	1,382
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Support tickets	789
Documents	850
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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.

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