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.



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Why do some tickets not import into Zendesk QA? Why do tickets stop appearing or sync pause? Why are new conversations missing in my QA tool?
Tickets do not import when the connection to your help desk or ticketing system expires. This connection drop usually happens after a password change, an admin or support person change, or a bulk edit in your help desk. Zendesk QA pauses the import of new conversations automatically until you renew the connection.

How do I reconnect Zendesk QA? How do I renew my help desk connection? How do I fix an inactive connection?
You can restore your connection through the settings menu. Follow these steps to reconnect:

Select the Settings icon, which displays as your profile photo.
Select the Toggle sidebar icon.
Under Account, select Connections.
Check whether the connection status displays as Active or Inactive.
If the connection status is inactive, select the icon with three dots on the right side, then select Renew connection.


Can I renew my connection if my account migrated from Klaus? Is the Renew connection button available for migrated accounts?
No. You can only use the Renew connection button if your Zendesk QA account did not migrate from Klaus.



