Customer service data not syncing correctly
Ticketclosed
Lindqvarn Retail · Customer service data not syncing correctly
Karin Sjöberg reported a major discrepancy in customer service data, with the brain showing far fewer records than their helpdesk system. Olivia found the customer service connector had stopped syncing days earlier and restarted it to pull missing records within the hour.
What happened
What this says
As at Fri 9 Oct 2026Karin Sjöberg reported a major discrepancy in customer service data, with the brain showing far fewer records than their helpdesk system. Olivia found the customer service connector had stopped syncing days earlier and restarted it to pull missing records within the hour.
Problem: Store managers making staffing decisions based on incomplete data; the brain was missing a substantial number of customer service records. Handling: Karin suspected the connector had stalled. Olivia confirmed this in 56 minutes. The internal investigation found the sync process had stopped running several days prior, though connector configuration appeared intact. Kieran on the platform team restarted the sync. Olivia committed to catch-up within one hour. This was an urgent data freshness issue with direct business impact.
Details
Updated 9 Oct 26Trail
created · Karin Sjöberg 12 Aug 2026 09:28Hi, we're seeing a major discrepancy in our customer service data. The brain is showing significantly fewer records than our actual helpdesk system. This is critical because our store managers are using these numbers to make decisions about staffing. Can you investigate urgently?- Public reply · Olivia Grant 12 Aug 2026 10:24Hi Karin, I'm on this. Can you tell me roughly how many records your system is showing versus what's in the brain? That'll help me track down the sync issue.
- Public reply · Karin Sjöberg 12 Aug 2026 11:42The gap is substantial, our helpdesk has significantly more records from this month than the brain is showing. We need this resolved so our teams can rely on the data again.
- Public reply · Karin Sjöberg 12 Aug 2026 12:23I think the customer service connector may have stopped syncing. Can you check the logs and see what's happening?
- Internal note · Olivia Grant 12 Aug 2026 12:31Data import stalled, last sync several days ago, no new records since. Connector config looks fine. Process isn't running. Escalating to Kieran on platform team, may be related to recent changes.
- Public reply · Olivia Grant 12 Aug 2026 15:28Karin, I've found it, the customer service connector stopped syncing a few days ago. The team is restarting the sync and pulling in all the missing records now. It should catch up within the hour and you'll have current data then.
- Status change · 16 Aug 2026 23:59