Helpdesk connector not syncing

Ticketclosed

Wexmoor Property Group · Helpdesk connector not syncing

Dana reported the helpdesk connector stopped syncing, blocking team access to new ticket and call data. Bethan investigated and asked about credential changes; ticket was closed but customer confirmation is not shown.

Priority high

made from

What happened

What this says

As at Fri 9 Oct 2026

Dana reported the helpdesk connector stopped syncing, blocking team access to new ticket and call data. Bethan investigated and asked about credential changes; ticket was closed but customer confirmation is not shown.

Problem: The helpdesk connector went offline and stopped pulling records, blocking the team's access to new ticket and call data. Handling: Bethan checked sync logs, confirmed no records being pulled since a couple days prior with no logged errors visible. She asked Dana about credential changes, password resets, and permission changes to isolate the root cause. Ticket shows closed/solved status. Watch: High-priority outage with first response in 121 minutes. Customer impact is significant. Internal troubleshooting was systematic but customer confirmation of resolution is not visible in the transcript.

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

AImade from

Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)121

CSAT3

Helpdeskmade from

Trail

created · Dana Whitaker 16 Sep 2026 12:52
Hi, our helpdesk connector has stopped syncing data into the brain. We're not seeing any new records coming through, which means our teams can't view the latest tickets and calls. This stopped working a couple of days ago. Can you investigate what's happened and help restore this? Thanks, Dana
Internal note · Bethan Lister 16 Sep 2026 14:43
Checked sync logs. Connector hasn't pulled records since a couple of days back - nothing new being indexed. No errors in the logs. Will ask Dana about changes on their end - password reset, API key update, permissions, etc.
Public reply · Bethan Lister 16 Sep 2026 14:53
Hi Dana, I've picked this up. Your helpdesk connector stopped pulling records a couple of days ago. Just so I've got this right - you're not seeing new ticket data in the brain now, is that the issue? Did anything change with your helpdesk setup around that time? Password reset, API key update, permission changes? Can you check those and let me know what you find? That'll help me figure out what's going on. Thanks, Bethan
Status change · Bethan Lister 22 Sep 2026 13:56
Status change · 26 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