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Settings > Connections lists every connector Rulebase supports and every connection you have made. Use it to check that a source is connected and still pulling data, to add another account, and to disconnect one without losing the history it already synced. This guide covers the page itself. For the specifics of setting up a particular tool, each connector has its own guide:

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Before you start

  • You need an admin role, or a role with permission to manage integrations. Without it the Add buttons are visible but disabled.
  • Connecting a source usually means signing in to that tool, so have an account there with permission to authorize apps.

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Read the page

The page lists every connector alphabetically with an Add button on the right. A connector you have connected gets a row underneath it, one row per account, showing which account it is and when Rulebase last heard from it. Zendesk row on the Connections page with a connected subdomain and a Last synced on timestamp In each row:
  • The identifier tells you which account this is. A Zendesk subdomain, a Slack workspace, a Jira site. You can connect two accounts of the same tool: a second Zendesk subdomain gets its own row under Zendesk, and each syncs independently.
  • Last synced on is your health check. It moves whenever Rulebase records activity for that connection, so on a busy queue you want to see a timestamp from minutes ago, not last Tuesday.
The Connections page does not show connection errors. A connection whose credentials were revoked, whose token expired, or whose webhook was deleted looks exactly like a healthy one; the only sign is that Last synced on stops moving. If a source has gone quiet, check that timestamp before assuming Rulebase lost the data. Integration stopped syncing walks through the rest.
Slack and Front rows show Connected on with the date you authorized them rather than a sync timestamp, and they have no actions menu. Contact support to configure, change, or remove an XCALLY connection.

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Look at what a source has been doing

When you want more than a timestamp, open the ... menu on the connection and choose View activity. Actions menu on a connected Zendesk source showing View activity and Disconnect Activity Log dialog for a Zendesk connection listing an imported ticket, a synced ticket, and a received webhook The activity log is one timestamped line per event, in the shape Rulebase received it: tickets imported, tickets re-synced, webhooks that arrived. Use Search logs… to find a specific ticket ID, or Pick date & time to narrow to the window you care about. You do not need to read the JSON. An empty log, or a log whose last line is from three days ago, tells you the connection is not delivering, even when the ticket list looks the same either way. If you open a support ticket, include the timestamp of the last line. Jira adds Configure to this menu, which holds a single switch, Import service requests as interactions. Turn it on to bring Jira service requests into Rulebase as interactions that can be evaluated. Unit21 adds Edit, for the credentials, and Copy webhook URL, which is the URL you paste into Unit21 so it can push alerts to Rulebase.

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Reconnect a source

To reconnect, click the same Add button you used the first time. There is no separate reconnect button and no need to disconnect first: a stalled connection is almost always expired or revoked credentials, and signing in again refreshes them. Authorize the same account the connection already uses. For Zendesk, Slack, Jira, Salesforce, and Intercom, Rulebase recognizes the account you come back with (the subdomain, workspace, site, org, or app) and refreshes the credentials on the connection it already has. Nothing is duplicated and the connection keeps its place in the sync. Everywhere else, and any time you authorize a different account, you get a second connection alongside the first. If you meant to repair the original rather than add a second workspace, wait for the new connection to start syncing, then disconnect the stale one so nobody has to guess which row is live.

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Disconnect a source

  1. Open the ... menu on the connection and choose Disconnect.
  2. Confirm in the dialog.
Disconnect confirmation dialog reading Are you sure you want to disconnect this integration The dialog says the action cannot be undone, and for the connection itself that is true: the credentials are gone and the row disappears from the page. Your data stays. What stops: new tickets and conversations from that source, and any updates to the ones you already have. What stays: every ticket, transcript, evaluation, and QA score that already synced. They remain in Rulebase, still searchable, still counted in your reports and in each agent’s performance history. Disconnecting Zendesk does not empty your ticket list or reset last quarter’s scores.
Disconnecting is the right move when you are migrating help desks or you connected the wrong account. Leave a connection you are merely not using in place: it costs nothing, and reconnecting later starts a new connection rather than resuming the old one.

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The API keys below

The same page ends with an API keys section, which is a different job: keys are for pushing data into Rulebase from a tool we have no connector for, rather than for Rulebase pulling from a tool you use. Set up API access covers those.