Helpdesk connector stopped syncing data

Ticketclosed

Harcastle Environmental · Helpdesk connector stopped syncing data

Helpdesk connector shows connected but has not pulled new data since yesterday. Last sync was the previous day. API credentials verified as valid.

Priority normal

made from

What happened

What this says

As at Fri 9 Oct 2026

Helpdesk connector shows connected but has not pulled new data since yesterday. Last sync was the previous day. API credentials verified as valid.

Problem: Helpdesk connector is connected in the admin panel but no new data has been indexed since the previous day. Imran has checked API credentials and connector settings and found no obvious issues.

Handling: Olivia asks for diagnostic information: whether API account permissions are still valid in the helpdesk system, and whether there have been recent password resets or API key rotations. She commits to checking logs on BG-Demo's side.

Watch: High priority because a key data source has stopped syncing. Data is going stale for this customer. Ticket marked solved; verify connector is now pulling data normally.

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

AImade from

Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)164

Helpdeskmade from

Trail

created · Imran Hussain 7 Sep 2026 08:25
Hi, I'm having an issue with one of our data connectors. The helpdesk connector stopped syncing yesterday afternoon and hasn't pulled in any new tickets since. When I check the admin panel, the last data pull appears to be from yesterday. I've checked the API credentials and they're still valid. The connector settings look correct on our end. The system shows "connected" but no new data is coming through. What should I check next? Thanks, Imran
Public reply · Olivia Grant 7 Sep 2026 11:09
Hi Imran, Thanks for the details. Just so I'm clear: the helpdesk connector is showing as connected in your admin panel but isn't syncing new data? A couple of things to check: 1. Can you verify that the API account still has permissions to access the helpdesk system? 2. Have there been any recent changes to the helpdesk system, such as a password reset or API key rotation? In the meantime, I'll check our logs to see if there's anything on our end that might be blocking the sync. Olivia
Status change · Olivia Grant 9 Sep 2026 15:06
Status change · 13 Sep 2026 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