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Kustomer integration is missing done dates

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4 comments

  • Official comment

    Update:

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

    Best,

    Ray

    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

    Seconded on the SLA data! would be very useful

    Thank you

    Conor

    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

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