Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Conversations stopped arriving, usually an expired authorisation, and reconnecting takes a minute. Reconnect with a shared account, not a personal one.
Reconnect it
- In Quality Assurance, click your profile icon and select Settings. Under Account in the sidebar, click Connections.
- Find the connection with the problem. Click the options menu beside it and select Edit connection, or the pencil icon if it is a native connection.
- Authorise it again.
- Wait before concluding anything. Tickets sync from your help desk every four to six hours, so an empty list ten minutes later is not evidence of a second fault.
Why it breaks
- The authorising account was deactivated. 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 this cause entirely.
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. With a sync that runs every four to six hours anyway, nobody thinks twice on the first day, and 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.
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