> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sourcemedium.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Richpanel - Integration Instructions

> Connect Richpanel to SourceMedium to analyze support ticket volume, CSAT, resolution times, and support-influenced retention alongside order history.

## 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 so support conversations can be analyzed alongside customer and order history.

### How to connect

SourceMedium connects to Richpanel with an API key that you create in Richpanel and paste into SourceMedium.

<Snippet file="connect-access-note.mdx" />

<Steps>
  <Step title="Create an API key in Richpanel">
    In Richpanel, go to **Settings → Integrations → [API Keys](https://app.richpanel.com/api-settings)** and generate an API key. See Richpanel's guide: [Authentication](https://developer.richpanel.com/reference/authentication).
  </Step>

  <Step title="Add the key in SourceMedium">
    Find **Richpanel** in the connector picker and click **Connect**. Paste the API key and click **Connect**.
  </Step>

  <Step title="Confirm it is connected">
    SourceMedium saves the key and the connection shows **Connected** once syncing starts. If the key is wrong, update it from the same screen.
  </Step>
</Steps>

<Snippet file="api-key-security-note.mdx" />

### 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.

### 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 ticket matching depends on the identifiers available in your Richpanel data.
* Historical ticket data is backfilled on initial connection.