How can I reconnect Zendesk QA?

Question

Some of my tickets do not import into Zendesk QA. What can I do?

Answer

If tickets do not appear in Zendesk QA, the connection to your help desk likely expired. This usually happens after a password change, an admin change, or a bulk edit in your help desk. Zendesk QA pauses the import of new conversations until you renew the connection.

To access Connections:

Select the Settings icon (your profile photo)

Select the Toggle sidebar icon

Under Account, select Connections

Check whether the connection status is Active or Inactive

If the connection is inactive, select the icon with three dots on the right, then select Renew connection

Note: The Renew connection button is only available for Zendesk QA accounts that did not migrate from Klaus.