How can I reconnect Zendesk QA?

<h2 id="h_01HVH7PMFGSZ5SZ3M71FC7AGT2">Question</h2><p>Some of my tickets do not import into Zendesk QA. What can I do?</p><h2 id="h_01HVH7QTE19QGHHYH2ADMWJ3PX">Answer</h2><p>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.</p><p>To access Connections:</p><ol>
<li data-list-item-id="ed1866134020f83566efd8dccd6c0aee8">Select the <strong>Settings</strong> icon (your profile photo)</li>
<li data-list-item-id="e11550850a5c38e2bbe78a940c2bc5867">Select the <strong>Toggle sidebar</strong> icon</li>
<li data-list-item-id="e8764411c775a0fa5ac359c9a19a28617">Under <strong>Account</strong>, select <strong>Connections</strong>
</li>
<li data-list-item-id="e9d23bafbb7eb443a4afeec237999db3d">Check whether the connection status is <strong>Active</strong> or <strong>Inactive</strong>
</li>
<li data-list-item-id="e948b940342edf150c99dad910b731183">If the connection is inactive, select the icon with three dots on the right, then select <strong>Renew connection</strong><img src="https://support.zendesk.com/hc/article_attachments/11010963730458" alt="Renew connection">
</li>
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<span class="notetitle">Note:</span> The <strong>Renew connection</strong> button is only available for Zendesk QA accounts that did not migrate from Klaus.</div>
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<h2 id="h_01KXGS1W6J27BHR5SR8RRP4NXY">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?</h2>
<p>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.</p>

<h2 id="h_01KXGS1W6JY0927FPTG0VZHMK6">How do I reconnect Zendesk QA? How do I renew my help desk connection? How do I fix an inactive connection?</h2>
<p>You can restore your connection through the settings menu. Follow these steps to reconnect:</p>
<ol>
<li>Select the <strong>Settings</strong> icon, which displays as your profile photo.</li>
<li>Select the <strong>Toggle sidebar</strong> icon.</li>
<li>Under <strong>Account</strong>, select <strong>Connections</strong>.</li>
<li>Check whether the connection status displays as <strong>Active</strong> or <strong>Inactive</strong>.</li>
<li>If the connection status is inactive, select the icon with <strong>three dots</strong> on the right side, then select <strong>Renew connection</strong>.</li>
</ol>

<h2 id="h_01KXGS1W6JYFQ97Q25EPAJSAQY">Can I renew my connection if my account migrated from Klaus? Is the Renew connection button available for migrated accounts?</h2>
<p>No. You can only use the <strong>Renew connection</strong> button if your Zendesk QA account did not migrate from Klaus.</p>

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