Help center Core configuration Integrations & migrations Use the data synchronization log Updated Wednesday, October 28, 2026 · Marc Staine Correlate a recent Supportbench record with its external-system ID and last recorded synchronization times. Use this four-hour diagnostic view to identify the record and direction worth investigating. It is not an event-by-event job history, field-change report or retry queue. Applies to: Supportbench Core. Location: Settings → Integrations → Synchronization log. Requires Administer all integrations. The log is read-only. Before you begin Have the Supportbench ID or external-system ID, the expected entity type and the integration source ready. A company display name alone may be ambiguous.Record which direction you expected: data imported into Supportbench or exported to the connected system. Compare an actual changed field in the owning records separately.Remember the four-hour window. An older record or older synchronization can be absent even when the integration has worked correctly. Configure and verify Open Settings → Integrations → Synchronization log. The page title is Data synchronization log.Use Search type, IDs, or source with the known Supportbench or external ID. Narrow Type and Source when that helps distinguish the record.Compare Type, Supportbench ID, External ID and Source with the intended records. Confirm both systems refer to the same customer or item before investigating a value difference.Read Imported to Supportbench and Exported from Supportbench separately. These are the ledger’s last recorded times for each direction; a dash indicates no timestamp for that direction.Use Refresh to reload evidence, or Clear filters to reset search, Type and Source. Neither action starts or retries synchronization.If you need job errors, field-level changes or a supported processing action, open the relevant integration’s own configuration/workflow and the provider’s appropriate status evidence. Include record IDs, source, direction and observed timestamp when requesting assistance. Settings reference Connection and operating controlsSettingWhat it controlsHow to chooseSearchFinds record types, IDs and source text.Use exact Supportbench or external IDs for a specific record.TypeCompany, Contact, Case, Asset, Article, Company Asset or Data.Select the entity you are investigating.SourceSalesforce, HubSpot, Dynamics 365 or Unknown.Use the displayed source classification.Imported to SupportbenchLast recorded inbound synchronization time for this ledger record; not event details.Compare the corresponding external ID and record.Exported from SupportbenchLast recorded outbound synchronization time for this ledger record; not proof of downstream field values.Check the destination record for the expected result.Clear filters / RefreshClears restrictions or reloads the view.Refresh does not start or retry synchronization.Supportbench ID / External IDCorrelates the ledger record with the records in each system.Check both identities before interpreting a similar name or a value mismatch. Behavior to knowOnly recent ledger state within the last four hours is shown. The list does not provide every prior attempt or every changed field.A recorded timestamp helps correlate activity but does not prove that a downstream user saw the expected field value. Inspect the actual record on the destination side.An empty result can mean filters do not match or there was no ledger update in the window. It does not establish that synchronization failed.Try again after a list-load error retries this read. It does not retry an integration job. Recommended use Begin with one known ID and one direction. This makes an investigation easier to follow than comparing similarly named customers across systems.Record the observed timestamps and relevant filters alongside the actual source/destination values. Distinguish evidence of recent processing from evidence of the correct final business result.Use the owning integration’s documented recovery path. Do not repeatedly refresh this view expecting it to repair a failed import or replay older activity. Worked example An account manager reports a CRM company mismatch. The administrator selects Company, chooses the displayed CRM source and searches the known Supportbench or CRM ID.They compare both IDs and the import/export times, then open the actual Company records to inspect the disputed value.If the expected activity is older than four hours, they use the integration/provider’s appropriate evidence instead of concluding that an empty list proves failure.They hand over a concise diagnostic record: both IDs, source, direction, observed timestamp, filters and the actual value difference, without adding unrelated customer data. Troubleshooting ProblemWhat to checkNo rows matchCheck the ID, entity type, source filters and four-hour window. Clear filters to distinguish a narrow filter from missing recent ledger activity.The record exists but older synchronization is absentThis is a recent lookup, not a complete historical event log. Use the owning integration/provider’s appropriate history or status evidence.A timestamp exists but the value is wrongCompare the actual records and enabled mapping/direction. A last-sync timestamp does not describe every field changed or confirm the final downstream value.I cannot find error details or RetryThese controls are not part of this log. Use the integration’s supported diagnostic and recovery procedure.The list failed to loadUse Try again to retry the read. For a persistent error, report the displayed message and filters without assuming the integration job itself failed.The source is UnknownRetain the displayed classification and correlate the IDs with the owning integration. Do not invent a source or assume all integrations are named here. Related configuration Integrations → Use the data synchronization logOrganization → Configure agent roles and division access Was this article helpful? Yes No Thank you for your feedback.