Option to disable history mode for Help Scout connector
Answered
The conversation_thread_history table in the Help Scout connector includes a column for conversation_updated_at, which means that every time the conversation is modified, every thread has to be re-replicated, even if the threads themselves weren't modified.
For our purposes, the updates that can be made to a thread (their visibility to the customer and their body text) aren't relevant and so it's annoying to have to re-sync the same row 5+ times for no additional benefit, especially when it counts as another insert and MAR each time due to being a history table.
In general, many of the Help Scout tables would benefit from having an option to be point-in-time only. See also support ticket 16559
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Official comment
Hi Joel,
Thanks for writing in. There are indeed drawbacks to the design of history mode for this table, since the timestamp data available and relied on is the conversation `updated_at` rather than a native thread `updated_at` value. We'll look into an improvement here and keep you informed when we have more to share!
Best,Ray Harris
Product Manager, Sales & Customer Success Analytics
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