How to connect
SourceMedium connects to Richpanel with an API key that you create in Richpanel and paste into SourceMedium.You connect data sources yourself in SourceMedium. Sign in to your SourceMedium account, open your store, then in the Data sources section click Connect data source and choose the platform. You need an Editor or Admin role on the store. If you have view-only access, ask an admin or editor on your team to connect it.Once it is connected, what happens next covers first-sync timing and what each connection status means.
1
Create an API key in Richpanel
In Richpanel, go to Settings → Integrations → API Keys and generate an API key. See Richpanel’s guide: Authentication.
2
Add the key in SourceMedium
Find Richpanel in the connector picker and click Connect. Paste the API key and click Connect.
3
Confirm it is connected
SourceMedium checks the key with Richpanel before saving it, so a wrong key is rejected on the spot. The connection reads Awaiting first data until the first sync lands, then Connected.
SourceMedium only ever reads from your connected platforms. It does not create, change, or delete anything, so create the key with read-only access wherever the platform offers it. Treat it like a password: keep it confidential and avoid sharing it over email or in spreadsheets. If the credential is rotated or revoked, follow this guide’s connection method to update SourceMedium.
What data syncs
Data can include ticket status, communication channel, message volume, assignee or team, tags, resolution timing, one-touch resolution, and customer satisfaction results. Ticket matching depends on the identifiers available in your Richpanel data. Historical tickets are backfilled on the first sync.Troubleshooting
- The key is accepted but no tickets arrive? Reading tickets needs Richpanel’s Developer API access for your account, which Richpanel enables per customer. Creating a new API key does not grant it. Ask your Richpanel representative to enable conversation-list access, then let SourceMedium know.