Sync issue with the helpdesk connector

Ticketclosed

Tannahill Systems · Sync issue with the helpdesk connector

Helpdesk connector stops syncing new data after setup. Tobias diagnoses an authentication failure caused by the customer's API key rotation and potential v2 endpoint compatibility issue.

Priority high

made from

What happened

What this says

As at Fri 9 Oct 2026

Helpdesk connector stops syncing new data after setup. Tobias diagnoses an authentication failure caused by the customer's API key rotation and potential v2 endpoint compatibility issue.

Problem: Kenny reports the helpdesk connector is not syncing new data after being set up, with the last records a couple of days old. Handling: Tobias asked for troubleshooting steps, then checked the logs and found the root cause: the customer's helpdesk system rotated an API key, causing authentication failure; there is also a potential v2 endpoint compatibility issue. Watch: Although the root cause was customer-side, the brain depends on stable external integrations. When connectors break, data freshness is at risk even if the brain itself is running.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

AImade from

Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)162

CSAT5

Helpdeskmade from

Trail

created · Kenny Lockhart 24 May 2023 09:21
Hi, we set up the helpdesk connector yesterday but it's not syncing any new data. The last records we see are from a couple of days ago. Can you help us sort this out?
Public reply · Tobias Renwick 24 May 2023 12:03
Hi Kenny, can you check a couple of things for me? First, log in to the admin panel and verify the connector credentials are still active. Second, check if there were any changes to permissions on the helpdesk account over the past few days. Let me know what you find. Best, Tobias
Public reply · Kenny Lockhart 26 May 2023 09:51
I've checked the credentials and they're fine. No permission changes on our end either. Still not picking up anything new.
Internal note · Tobias Renwick 26 May 2023 14:03
Logs show auth failure at 08:22. API key was rotated on their helpdesk system. Need to verify v2 endpoint compatibility.
Status change · Tobias Renwick 30 May 2023 11:44
Status change · 3 Jun 2023 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass 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 site 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 B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI 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.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help