Question

Some of my tickets are not being pulled into Zendesk QA. What can I do?

Answer

Tickets not showing up in Zendesk QA indicates that the connection to your help desk has expired. Usually, this is due to a password, admin change, or a bulk edit within your help desk. Zendesk pauses the import of new conversations until you renew the connection.

To access Connections

  1. Select the Settings icon (your profile photo)
  2. Click, Toggle sidebar icon
  3. Under Account, select Connections
  4. The connection has an Active or Inactive status
  5. If the connection has an inactive status, click the icon with three dots to the right and select Renew connectionrenew connection

For more information, see the article: How to connect Zendesk.

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