"No data found in Salesforce" - but Salesforce has Zendesk data

I have the Zendesk widget, for most Zendesk orgs it displays the Salesforce data. But I have an instance where in the Zendesk widget there's a message "No data found in Salesforce." but if I go to that org (Account) in Salesforce there's the link info on their tickets.

Any ideas what might cause this? 


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