Data sync incomplete after backfill

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Veldmaat Payments: documents · Data sync incomplete after backfill

Backfill on 23 Jul 2026 left records out of sync; job reported completion but data incomplete; Zendesk connector pagination bug identified (offset not resetting between batches).

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What happened

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Current to 10 Oct 26

Backfill on 23 Jul 2026 left records out of sync; job reported completion but data incomplete; Zendesk connector pagination bug identified (offset not resetting between batches).

Problem: Backfill started 23 Jul 2026 but some records failed to sync; job reported completion despite data being incomplete. Sanne confirmed on 27 Jul 2026 that sync job kept failing silently. Handling: Bethan asked for record counts; Sanne did not provide counts initially. By 29 Jul 2026, internal investigation identified root cause: Zendesk connector pagination issue where offset not resetting correctly between batches, causing records to be skipped. Escalated to platform team.

Watch: Silent failure dangerous; pagination bug may affect other connectors; resolution status unclear at close date.

AI · claude-haiku-4-5-20251001 · 10 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_quality

Channelemail

First response (min)93

Incidentinc_2026_07_refresh

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created · Sanne Bakker 23 Jul 2026 15:20
Backfill on 23 Jul 2026 left some records out of the sync. Job ran and reported completion but the data is incomplete. No error logs on our side. We need the full dataset.
public_reply · Bethan Lister 23 Jul 2026 16:53
Just so I've got this right: the backfill started on 23 Jul 2026 and some records failed to sync? Can you share the count of records expected versus loaded? Thanks, Bethan
public_reply · Sanne Bakker 27 Jul 2026 11:50
Still not complete. Checked the logs. Sync job keeps failing silently. This is affecting our data quality and we need it resolved. Sanne
internal_note · Bethan Lister 29 Jul 2026 14:18
Pagination issue in the Zendesk connector: offset not resetting between batches, causing records to be skipped. Escalating to Kieran.
public_reply · Bethan Lister 29 Jul 2026 14:37
I've identified the issue: pagination in the Zendesk connector where offsets aren't resetting correctly between batches, causing records to be skipped. Escalating to the Platform team now for a fix. Thanks, Bethan
status_change · Bethan Lister 30 Jul 2026 14:17
status_change · 3 Aug 2026 23:59

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