A New Sync Isn't Scheduled

This article applies to Exalate Classic only. If you're using the New Exalate experience, please refer to the New Exalate documentation.

Problem

Exalate for Zendesk stops scheduling new sync.

Cause

Exalate for Zendesk depends on two configurations to be able to schedule sync. It is common for Zendesk to stop scheduling sync when the webhook deactivates.

Solution

In your Zendesk dashboard navigate to Settings > Extension and check for Exalate host:

After that, navigate to Settings > Triggers and check for Exalate webhook:

Make sure that both endpoints are enabled.