Helpline connector has stopped picking up new records
Ticketclosed
Kelbrook Mutual Insurance · Helpline connector has stopped picking up new records
The helpline feed stopped picking up calls after the helpline team moved its export to a new folder. Connor Webb pointed the connector at the new export on 18 Mar 2025 and triggered a sync.
What happened
What this says
As at Fri 9 Oct 2026The helpline feed stopped picking up calls after the helpline team moved its export to a new folder. Connor Webb pointed the connector at the new export on 18 Mar 2025 and triggered a sync.
Problem: the helpline connector had stopped picking up new call records, although the other connectors looked fine.
Handling: Tariq Mahmood said the helpline team had moved the export to a new folder, and Connor Webb repointed the connector and triggered a sync on 18 Mar 2025.
Watch: the evidence does not show that new calls reached the answers, and the ticket was closed on 29 Mar 2025 without a shown confirmation.
Details
Updated 9 Oct 26Trail
created · Tariq Mahmood 12 Mar 2025 16:05Hi, a quick one when you have a moment. The helpline feed doesn't seem to have picked up any new call records since the start of the week, but the other connectors look fine. I don't think we've changed anything on our side, though I'll check with the helpline team. No rush, it isn't blocking anything today. Could you take a look at whether the connector has stopped syncing? Thanks, Tariq- Public reply · Connor Webb 13 Mar 2025 03:26Hi Tariq, thanks for flagging this. The helpline connector is still connected on our side, but the last successful sync was some time ago. Could you check whether anyone has changed the helpline system settings or the export it uses recently? I'll keep looking from my end in the meantime. Connor
- Public reply · Tariq Mahmood 17 Mar 2025 14:33Hi Connor. Our helpline team moved the export to a new folder last month, so that could be it. I'll check with them today. If you tell me which location the connector needs, I can point them to it. Tariq
- Public reply · Connor Webb 18 Mar 2025 10:05Thanks Tariq. That fits what I'm seeing: the connector is still reading the old folder. I've pointed it at the new export and triggered a sync. Could you let me know once new calls start appearing in the answers? Connor
- Status change · 29 Mar 2025 23:59