Zendesk connector stopped syncing
Ticketclosed
Clonvara Insurance Services · Zendesk connector stopped syncing
Zendesk connector stopped syncing over weekend with no new data since Friday. Customer concerned claims tracking dashboards are stale. BG-Demo identified expired auth token; provided reauth guidance.
What happened
What this says
As at Fri 9 Oct 2026Zendesk connector stopped syncing over weekend with no new data since Friday. Customer concerned claims tracking dashboards are stale. BG-Demo identified expired auth token; provided reauth guidance.
Problem: Zendesk connector stopped loading new data over the weekend. The customer normally receives a couple of hundred support tickets but none had come through since Friday. Claims tracking dashboards were becoming stale and affecting broker operations. Handling: BG-Demo identified that Zendesk settings had changed, the authentication token had expired, and the connector lost access. Guidance was provided for the customer to refresh the API token and re-authenticate in the brain.
Details
Updated 9 Oct 26Trail
- Public reply · Olivia Grant 2 Jul 2026 09:28Hi Siobhán, Thanks for flagging this. I've had a quick look at the connector logs and I can see where the sync stopped. Let me dig into what triggered it. Olivia
Public reply · Siobhán Dunne 2 Jul 2026 11:24Thanks Olivia. The team's been manually checking Zendesk while we wait for it. When you've got a sense of what happened, let me know, we need to get this sorted pretty quick so we can keep the brokers front and centre. Thanks a million, Siobhán- created · Siobhán Dunne 2 Jul 2026 15:33Hi Olivia, Grand, so we've got a problem, the Zendesk connector stopped loading new data over the weekend. We've got a couple of hundred support tickets normally, but nothing's come through since Friday. The brain's still running but the dashboards we use for claims tracking are getting stale. What's the source of truth here, is this something you can fix? Thanks a million, Siobhán
- Public reply · Olivia Grant 2 Jul 2026 22:06Right, so I've found the issue. It looks like your Zendesk settings were changed over the weekend, the authentication token expired and the connector lost access. I'll need you to refresh the API token on your end and re-authenticate in the brain. Once you do that, the sync should pick up again. Here's a quick guide on how to do that, can you give it a try? Olivia
- Status change · 20 Jul 2026 23:59