How do I reconnect Zendesk QA

Conversations stopped arriving. Usually an expired authorisation, and reconnecting takes a minute.

Conversations stopped arriving. Usually an expired authorisation, and reconnecting takes a minute.

Reconnect it

1. Open the connections in Quality Assurance.
2. Find the connection showing a problem.
3. Reconnect and authorise again.
4. Check that new conversations arrive.

Why it breaks

• The authorising account was deactivated. The most common cause: somebody left and offboarding removed their Support account.
• Credentials expired or were rotated.
• Permissions changed on the account that authorised it.

Authorise with an account that will not leave

Not a personal one. A service or shared admin account survives people changing jobs, and it prevents this recurring every time somebody moves on.

That single choice removes the most common cause.

Check the gap

Conversations from the period it was broken may not arrive retrospectively. If reviewing matters for that period, check whether the gap can be filled before assuming it will fill itself.

It fails quietly

Reviewers see an empty queue, which looks like a quiet week. Nobody investigates for a fortnight.

Worth checking the connection whenever review volume drops unexpectedly.

If reconnecting does not help

Check the scope, then whether the authorising account still has the permissions it needs. Then contact pluscloud support with what you have ruled out and when it stopped.

See also

• Connecting Zendesk QA to Support
• Can I delete a connection from my Zendesk QA account
• I cannot sign in to Zendesk QA