Follow this integration guide to connect your Richpanel data to SourceMedium.
Richpanel is an AI-powered customer support CRM for ecommerce, combining helpdesk, live chat, and self-service. SourceMedium syncs Richpanel tickets to the unifiedobt_customer_support_tickets table, where every conversation is linked to the customer’s order history for support-influenced retention analysis.
Requirements
- Active Richpanel account
- Richpanel API key
Steps
- In Richpanel, navigate to Settings > Developers and generate an API key
- Share the API key with your SourceMedium account manager or send it to support@sourcemedium.com to enable the integration
What data syncs
| Field | Description |
|---|---|
ticket_csat_score | Customer satisfaction score per ticket |
ticket_resolution_time_hours | Time from ticket open to close in hours |
is_ticket_one_touch | Whether the ticket was resolved in a single response |
ticket_communication_channel | Channel: email, chat, instagram, etc. |
ticket_message_count | Number of messages in the conversation |
ticket_assignee_team_name | Support team assigned to the ticket |
ticket_tag_names_csv | Comma-separated tags for topic categorization |
ticket_status | Open, closed, or snoozed |
obt_customer_support_tickets table as Gorgias data, with source_system = 'richpanel' to distinguish them. Tickets are joined to order and customer data via email address.
Questions you can answer
- What is our CSAT score this month, and which channels have the lowest satisfaction?
- What is our one-touch resolution rate by support team?
- Which customers have opened more than 3 tickets in the last 90 days?
- Do customers with high ticket volume churn at a higher rate after their 2nd order?
- Which product-related tags appear most frequently in support tickets?
- What is our average ticket resolution time by channel?
Notes
- Richpanel does not have a stable customer ID field. Tickets are joined to SM customer records via email address match.
- Historical ticket data is backfilled on initial connection.