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.

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 saves the key and the connection shows Connected once syncing starts. If the key is wrong, update it from the same screen.

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.