Zendesk ticket count mismatch
Ticketclosed
Carrowkeel Software · Zendesk ticket count mismatch
Siobhán reported the brain had several hundred fewer tickets than Zendesk, particularly closed tickets. Bethan found the connector was not configured to include closed tickets. Updated configuration and resynced; missing tickets appeared within an hour.
What happened
What this says
Current to 13 Oct 26Siobhán reported the brain had several hundred fewer tickets than Zendesk, particularly closed tickets. Bethan found the connector was not configured to include closed tickets. Updated configuration and resynced; missing tickets appeared within an hour.
Problem: Significant gap with closed tickets missing from the last month while open tickets synced normally. Handling: Bethan identified the Zendesk connector setup had excluded closed tickets. Updated the configuration to include them retroactively and resynced. Customer confirmed all tickets appeared within an hour. This was a configuration omission on setup suggesting the onboarding checklist could be strengthened, but resolution was prompt once identified.
Details
Updated 9 Oct 26Trail
created · Siobhán Nolan 2 Dec 2025 15:29Hi, I've noticed a discrepancy between the ticket count we're seeing in the brain and what's actually in Zendesk. The brain is showing significantly fewer tickets than we have live in Zendesk right now. Looking at what's missing, it seems to be mostly tickets we've closed in the last month or so. Is there a reason the closed tickets aren't syncing through? Thanks, Siobhán- public_reply · Bethan Lister 2 Dec 2025 20:16Hi Siobhán, Thanks for reaching out. Just so I've got this right: you're seeing fewer tickets in the brain than in Zendesk, and the ones that look missing are from the last month and mostly closed tickets. That's a good detail. Let me check what's happening with your Zendesk connector. Can you tell me roughly how many you're short? Thanks, Bethan
- public_reply · Siobhán Nolan 3 Dec 2025 16:04Hi Bethan, There's a pretty significant gap, we're missing several hundred. They're definitely the closed ones, newer tickets seem to be syncing fine.
- public_reply · Bethan Lister 4 Dec 2025 10:08Found it. When your Zendesk connector was set up, we didn't include closed tickets in the initial sync. Easy fix, I've updated the connector config to pull in closed tickets retroactively and I've run a fresh resync. Can you try checking the brain again in about an hour? Those missing tickets should all be there now. Thanks, Bethan
- internal_note · Bethan Lister 4 Dec 2025 15:23Updated Zendesk connector to include closed tickets, resynced at 14:15. All missing tickets should be populated now. Marked solved pending customer confirmation.
- public_reply · Siobhán Nolan 4 Dec 2025 15:30Perfect! Everything's showing now. Thanks for sorting that, really appreciate how quickly you got on top of it.
- status_change · 8 Dec 2025 23:59