Connector failures in Zendesk sync

Ticketclosed

Wellbrook Facilities · Connector failures in Zendesk sync

Zendesk connector stopped loading ticket data. Root cause was expired API authentication token on customer's Zendesk account. Customer regenerated token to restore sync.

Priority normal

made from

What happened

What this says

As at Fri 9 Oct 2026

Zendesk connector stopped loading ticket data. Root cause was expired API authentication token on customer's Zendesk account. Customer regenerated token to restore sync.

Problem: Zendesk connector stopped loading data, blocking ticket record refresh.

Handling: Bethan Lister identified connector failure and traced it to expired authentication token on customer's Zendesk side. Ewan Pryce was looped in. Rakesh Solanki regenerated the API key to restore sync.

Watch: Resolution took 26 days from report to solve. Connector failures create data staleness risk even when root cause is customer-side.

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

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categorybug

Channelemail

First response (min)121

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created · Rakesh Solanki 12 Sep 2024 17:21
Our Zendesk connector has stopped loading data. No new ticket records have come through since yesterday morning.
Public reply · Bethan Lister 12 Sep 2024 19:22
Thanks for letting us know. I can see the connector has dropped off. Let me check the logs and get back to you.
Internal note · Bethan Lister 13 Sep 2024 09:26
Root cause is an authentication token expiration on their Zendesk side. Need them to refresh the API key.
Public reply · Rakesh Solanki 13 Sep 2024 15:38
Got it, I'll regenerate the API key on our end and retry the sync.
Status change · Bethan Lister 8 Oct 2024 16:30
Status change · 12 Oct 2024 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