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Kustomer integration is missing done dates

Planned
Robbie User

I'm missing information related to kustomer conversations being marked as done. Our org needs to track time to conversation/ticket completion for support reps and missing this info makes those stats hard to track reliably.

The last two bullet points in this conversation specify the data we're looking for: https://help.kustomer.com/custom-reporting-date-range-HyVtl1M8m. Fivetran should be ingesting first_done_created_at and last_done_created_at.

Robbie

 

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Comments

5 comments

Date Votes
  • Official comment
    Ray User

    Update:

    We have made the SLA tables available in the ERD! I will update again once we have the done dates.

    Best,

    Ray

  • Ray User
    • Edited

    Hi Robbie, 

    Thanks for writing in! I understand these data, especially the "done" timestamps, are very important for evaluating conversation lifecycles and ticket flow. Thanks to your contribution as well as those of others I have spoken with, we will be prioritizing improvements to add support for the First Done and Last Done data, as well as adding support for SLA data. We'll be sure to share an update on this thread once those are available.

    All the best,

    Ray Harris

    Product Manager, Sales & Customer Success Analytics
  • Conor Murphy User

    Seconded on the SLA data! would be very useful

    Thank you

    Conor

  • Conor Murphy User

    Hi Ray,

    Will we need to re-sync the connector in order to get this data to update historically? It looks like our recently active customers are having this data synced for conversations that took place prior to the ERD update, but no SLA data is showing up for conversations synced prior to 5/25/2021.

    Thanks,

    Conor

  • Taylor Johnson User

    Hi team, can this request be updated to completed?