Vantrell Software / BG-Demo – Check In
Callcompleted
Vantrell Software · 27 Jul 2026 12:45
On the 27 Jul 2026 check-in, Hugh Firth reported a six-hour Zendesk connector sync failure that left the brain returning stale data. It is resolved, but he warned that a repeat could erode the team's reliance on it.
What was said
What this says
As at Fri 9 Oct 2026On the 27 Jul 2026 check-in, Hugh Firth reported a six-hour Zendesk connector sync failure that left the brain returning stale data. It is resolved, but he warned that a repeat could erode the team's reliance on it.
What happened: Daniel Okafor checked in with Hugh Firth, Head of Data at Vantrell Software. Hugh described a high-priority data freshness issue the week before, caused by a Zendesk connector sync problem.
Customer view: Tickets stopped syncing for about six hours and the sales team noticed stale answers. Support bounced the connector and it recovered, and Hugh says the team sees it as a one-off.
Commercial: This touches the connector and nightly refresh promise. Hugh was explicit that a repeat could affect how much people rely on the brain, which is a renewal and adoption risk rather than a complaint about price.
Watch: Daniel apologised and said BG-Demo should have caught it sooner. He owes Hugh a root-cause answer by end of next week, and Hugh is to send the ticket number. The evidence does not show the tier or contract terms.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to follow up with engineering and report back to Hugh Firth by end of next week.
- Hugh Firth to send Daniel the ticket number.
Risks
As at Fri 9 Oct 2026- A repeat sync failure could reduce the team's reliance on the brain.
- Stale data was noticed by the sales team before BG-Demo caught it.
Opportunities
As at Fri 9 Oct 2026- A clear root-cause answer and prevention step would rebuild confidence ahead of the renewal.
Transcript
Daniel OkaforHi Hugh, just wanted to check in and see how things are going on your end.
Hugh FirthHi Daniel. Yeah, generally good, though we've had a couple of small issues this month.- Daniel OkaforOK, what's come up?
- Hugh FirthWe had a high-priority issue last week around data freshness on the Zendesk side. It looked like a connector sync problem.
- Daniel OkaforRight. Did you raise a ticket on that?
- Hugh FirthWe did, yeah. It got resolved fairly quickly, but it was a bit frustrating for the team.
- Daniel OkaforI'm sorry to hear that. Can you give me a bit more detail on what happened?
- Hugh FirthThe Zendesk tickets stopped syncing for about six hours. The brain was returning stale data and the sales team noticed it.
- Daniel OkaforThat's not ideal. How did the ticket get resolved?
- Hugh FirthWe got a response from the support team and they bounced the connector, and it came back. So it's fine now.
- Daniel OkaforGood. On our end, we should have caught that more quickly. I apologise. How is the team's confidence now?
- Hugh FirthIt's OK. They know it was a one-off. But I wanted to flag it with you because if it happens again, it could affect how much they rely on the brain.
- Daniel OkaforAbsolutely. That's fair. Let me follow up with the engineering team on what happened and see if there's anything we can do to prevent it. Can you ping me the ticket number?
- Hugh FirthI'll send it over.
- Daniel OkaforThanks. And just to check, are there any other issues or concerns?
- Hugh FirthNo, I think that's it. Otherwise things are running smoothly.
- Daniel OkaforGood. I'll look into that sync issue and come back to you by end of next week with what I find. In the meantime, if anything else comes up, just let me know.
- Hugh FirthThanks, Daniel. Cheers.