Client service tickets not syncing from helpdesk

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Fairhallow Travel · Client service tickets not syncing from helpdesk

Service tickets stopped loading after helpdesk system API upgrade; connector updated to new endpoint by support engineer.

Priority normal

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What happened

What this says

As at Fri 9 Oct 2026

Service tickets stopped loading after helpdesk system API upgrade; connector updated to new endpoint by support engineer.

Problem: New service tickets stopped syncing after early March, though helpdesk system continued logging them.

Handling: Bethan identified helpdesk API upgrade with deprecated endpoint and updated the connector to the new endpoint.

Watch: External API changes can break connectors, leaving customer data stale without notice.

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

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)165

CSAT5

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Trail

created · Tariq Hussain 11 Mar 2025 10:00
The helpdesk connector has stopped loading new tickets into the brain. We're not seeing any service tickets created after early this month, even though they're being logged in the helpdesk system. This is blocking our team from seeing the full picture of what's happening with clients. What's happened to the sync?
Public reply · Bethan Lister 11 Mar 2025 12:45
Thanks Tariq. Can you tell me whether you've made any changes to your helpdesk system recently, or had any updates or upgrades?
Internal note · Bethan Lister 11 Mar 2025 14:16
Found it. Their helpdesk upgraded its API last week and deprecated the old endpoint we were using. Updated the connector to the new endpoint. Refresh will pick up all tickets from that point forward.
Status change · Bethan Lister 19 Mar 2025 17:08
Status change · 23 Mar 2025 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.

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