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How can I reconnect my Help Desk?
How can I reconnect my Help Desk?

What to do when a help desk is disconnected and you aren't seeing all your conversations or tickets

Chris Jewitt avatar
Written by Chris Jewitt
Updated over a week ago

Role: Admin, Account Manager


There are various reasons help desk connections may expire, like a recent password or admin change.

How to reconnect the help desk?

To reconnect your help desk, you can follow these easy steps:

  • Go to Account Settings > Connections

  • Click on the 3 dots > Renew connection

  • Your connection should be back up and running!

If you continue to experience issues or your settings look different from the above screenshot, please contact our support team.

How can I check if my help desk connection is active?

  • Go to Account Settings > Connections

  • Check the specific help desk and next to it, it should have a Active (in green) or Inactive status

  • You can also check when the connection was last updated or if there is an import currently in progress.

What happens when my help desk is disconnected?

When the connection to your help desk is disconnected, the import of new conversations is paused until you renew the connection.

How often does the import happen?

The import happens every 4-6 hours automatically. However, you can push the import sooner by going into the Account Settings > Connections > click on the 3 dots > Manually update connection:

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