Vantrell Software / BG-Demo – Onboarding
Callcompleted
Vantrell Software · 11 Jul 2024 13:45
Onboarding call with Jess Dobson at Vantrell Software. Zendesk is configured and looks clean. Whether customer IDs match between Zendesk and the product usage system is unconfirmed, and Jess is to supply a mapping document.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Jess Dobson at Vantrell Software. Zendesk is configured and looks clean. Whether customer IDs match between Zendesk and the product usage system is unconfirmed, and Jess is to supply a mapping document.
What happened: Callie Brennan began configuring the Zendesk connector, mapping ticket IDs, customer names, status, priority, resolution time and the custom product area field. She described the Zendesk as well structured.
Customer view: Jess was unsure the customer IDs match between Zendesk and the product usage system. She offered to check for a mapping document or create one.
Watch: The product usage connector is not yet started because access is still pending. An ID mismatch would block joining tickets to usage, which the brain relies on for its value.
Next: A test refresh is planned for week three, with go-live in week four.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Jess Dobson to send a document pairing Zendesk customer IDs with product usage customer IDs.
- Callie Brennan to finish the Zendesk connector and run the test refresh in week three.
- Callie Brennan to check in with Jess once the test refresh has run.
Risks
As at Fri 9 Oct 2026- Customer IDs may not match between Zendesk and the product usage system, which would delay the join.
- Access to the product usage system is still outstanding, so that connector is behind the Zendesk one.
Transcript
Callie BrennanHi Jess. How's the week going?
Jess DobsonGood, yeah. We've got the Snowflake instance set up and I've got the Zendesk credentials sent over to you.- Callie BrennanBrilliant, thanks. I've got the Zendesk access now. I'm starting to configure the connector. I wanted to walk you through what I'm seeing in your Zendesk so we get the mapping right.
- Jess DobsonWhat kind of things are you mapping?
- Callie BrennanWell, you've got ticket IDs, customer names, ticket status, priority, resolution time. You've also got a custom field for 'product area', which is useful because that'll let people search by what part of your product the ticket is about. I'm bringing all of that into the brain. I also need to make sure I've got the relationship between tickets and customers right, so the brain understands which customer each ticket belongs to.
- Jess DobsonThat sounds straightforward.
- Callie BrennanIt's pretty clean, honestly. Your Zendesk is well structured. The product usage system, I'm still getting access to that. Once I have it, I'll make sure the customer IDs match between the two systems so the brain can join them up.
- Jess DobsonDo the IDs match? I'm not sure they do off the top of my head.
- Callie BrennanThat's what I need to check. I'll pull a sample from both systems and see if there's a mismatch. If there is, we'll need to create a mapping so the brain knows how to join them. Can you send me a document that shows the Zendesk customer ID and the corresponding product usage customer ID, if you have that?
- Jess DobsonI'll check if we have that. If not, I can probably create it.
- Callie BrennanThat would be perfect. That maps cleanly. So by next week, I'm hoping to have the Zendesk connector fully configured and the product usage connector mostly done. Then in week three we run the test refresh and you'll see data come through.
- Jess DobsonAnd at that point, is the data ready for people to query?
- Callie BrennanNot yet. We need to make sure it's accurate. If I see any issues, I'll flag them and we'll fix them before going live in week four. But you'll be able to see the brain working and ask test questions.
- Jess DobsonSounds good. Anything else you need?
- Callie BrennanJust that customer ID mapping document. Everything else looks good. I'll check in with you next week once the test refresh has run. Thanks, Jess.