> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rulebase.co/llms.txt
> Use this file to discover all available pages before exploring further.

# My integration stopped syncing

> Diagnose a help desk connection that stopped bringing tickets in: confirm the gap, read the connection's last sync and activity log, reconnect, and verify tickets are arriving.

The first sign is usually indirect. Someone notices QA has gone quiet, or a
dashboard flattens out, and the conclusion is that the help desk connection has
died. Sometimes that is exactly right. Often the tickets are arriving fine and
something further down the line stopped, so the fastest route to an answer is to
establish which of those two you are dealing with before you reconnect anything.

## Are tickets missing, or just evaluations?

These look identical from a dashboard and have nothing in common underneath.

Open the interactions list and filter by **Workspace**, which narrows it to a
single connection, then find the most recent ticket that came through it:

* **Recent tickets, no recent evaluations.** Syncing is fine. This is an
  evaluation problem; start with
  [Why wasn't my ticket evaluated?](/guides/troubleshooting/why-wasnt-my-ticket-evaluated)
  instead.
* **Nothing since a particular day.** Something stopped, and that date is your
  most useful piece of evidence. Note it before going further; it usually lines up
  with a change on the help desk side.

Pick one ticket you know exists in the help desk and was created after that date,
then search for it in Rulebase. A ticket that is absent confirms a sync
problem rather than a display or filter problem.

## What the Connections page tells you

Go to
[Settings > Connections](https://app.rulebase.co/settings/connections). Each
connected account appears as a row under its provider, labelled with the account
it points at (your Zendesk subdomain, your Intercom app, your Jira site), which
matters when you have more than one connection to the same provider and only one
of them is stalled.

The row carries one piece of diagnostic information: **Last synced on**, with a
date. A date that sits close to your last known ticket is a strong signal you
have found the right connection.

<Note>
  Not every connection shows **Last synced on**, and its absence is not itself a
  fault. Some connections receive data without recording a sync timestamp, so treat
  the date as useful when present rather than as a health indicator when missing.
</Note>

Be aware of what the page does **not** do: there is no error badge, no red state,
and no warning when credentials stop working. A connection that has been failing
for a week looks exactly like a healthy one apart from its date. That is why the
ticket-level check above is worth doing first.

## Read the activity log

Open the row's overflow menu and choose **View activity**. The **Activity Log**
dialog lists what the connection has received, newest first, as a timestamp
followed by the raw payload. It has a search box and a date range picker, so you
can jump to the day things stopped and see whether anything arrived at all.

Before you interpret it:

* The log records data pushed to Rulebase by the provider. Connections that work
  by Rulebase pulling on a schedule will not have entries here, so **No activity
  logs yet** does not mean the connection is broken.
* Entries stop at a fixed number per connection, with the oldest discarded, so a
  quiet connection can still show a full log from weeks ago.

The boundary is decisive. If entries run daily and then
stop dead on the date your tickets stopped, the delivery path stopped on that
date. Check the help desk's webhook or app configuration first, and if that
side looks right, contact Rulebase support.

## Reconnect the account

Reconnecting is the same **Add** button you used the first time, in the
provider's row. There is no separate reconnect action, and you do not need to
disconnect first. You need permission to manage integrations to use it; without
that, the provider's **Add** button is disabled.

Authorize the same account you connected originally. Rulebase matches what you
authorize against the connection it already has (by Zendesk subdomain, Intercom
app, Jira site, Salesforce org, or Slack workspace) and refreshes that
connection's credentials in place. Your history, settings, and sync position
survive. Authorize a different account and you get a second connection alongside
the first rather than a replacement, which is worth avoiding: two connections to
overlapping data is harder to unpick than the original problem.

<Tip>
  Connections carry the access of whoever authorized them, so reconnect as an
  account with durable access rather than whoever happens to be at the keyboard.
  When a connection breaks shortly after someone leaves, the person who originally
  authorized it is usually the reason.
</Tip>

Because the connection is refreshed rather than replaced, it keeps its place in
the sync. Tickets from the gap arrive over the following minutes rather than
being lost, so give it a little time before deciding the reconnect did not work.

## Disconnecting is not a repair step

**Disconnect** in the same overflow menu is a common instinct and rarely the
right move. It asks whether you are sure and tells you the action cannot be
undone, which is accurate about the connection itself.

Your data is not deleted. Tickets, evaluations, and reports that came in through
that connection stay exactly where they are. What you lose is the connection's
configuration and its place in the sync, so a reconnect afterwards starts fresh
rather than resuming. Reach for it when you are deliberately retiring a
connection or replacing it with a different account, not as a way of restarting
one that stalled.

<Note>
  If you connected Jira and its service requests never appeared as tickets, this is
  not a sync failure. Open the row's **Configure** action and check **Import
  service requests as interactions**, which is off unless someone turned it on.
</Note>

## Confirm tickets are arriving again

Give it a few minutes after reconnecting, then check in this order:

1. The connection's **Last synced on** date has moved to today.
2. The interactions list, filtered to that **Workspace**, shows tickets created
   after the date things stopped.
3. The specific ticket you looked up at the start is now present.
4. Something raised in the help desk right now appears in Rulebase shortly
   afterwards. This is the only check that proves the connection is live rather
   than catching up on a backlog.

Tickets that arrive from the gap go through the same path as any other new
ticket, so eligible ones are evaluated without anyone re-running them and the
quiet period in your QA numbers fills in on its own. If tickets are arriving but
evaluations still are not appearing, the sync is fixed and what remains is a
different problem.

## Related

* [Why wasn't my ticket evaluated?](/guides/troubleshooting/why-wasnt-my-ticket-evaluated)
* [Connect Zendesk](/guides/integrations/zendesk)
* [Connect Intercom](/guides/integrations/intercom)
* [Roles and permissions](/guides/roles-and-permissions)