Duplicate client records in search results

Ticketclosed

Garrow Lusk · Duplicate client records in search results

Search returned duplicate client records with conflicting information, blocking invoicing verification. Root cause: duplicate record IDs from recent CRM data import.

Priority high

made from

What happened

What this says

As at Fri 9 Oct 2026

Search returned duplicate client records with conflicting information, blocking invoicing verification. Root cause: duplicate record IDs from recent CRM data import.

Problem: Kayleigh Roberts found duplicate client account records with conflicting details when searching, preventing accurate invoice verification. Handling: Connor Webb responded within 89 minutes (within Growth SLA) and escalated to engineering. Internal investigation on 2025-01-22 identified duplicate record IDs created during a recent CRM import. Ticket solved 2025-01-23 with engineering assigned to review connector-side deduplication. Watch: Data quality issue directly blocked financial operations. Extended investigation needed due to import root cause.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_quality

Channelweb

First response (min)89

CSAT5

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Trail

created · Kayleigh Roberts 20 Jan 2025 17:03
We're seeing duplicate records in the brain when we search for client accounts. Some clients appear twice with slightly different information, and it's causing confusion when we're trying to look up contract details. This is quite urgent because our team is using the brain to verify client data before invoicing.
Public reply · Connor Webb 20 Jan 2025 18:32
I've had a look at your account and can see what you mean. I'm going to escalate this to our platform team so we can identify where the duplicates are coming from. I'll get back to you tomorrow with an update. Best, Connor
Public reply · Kayleigh Roberts 22 Jan 2025 12:28
Thanks Connor. We need to get this sorted as soon as possible because it's holding up our invoicing process. Let me know what the platform team finds.
Internal note · Connor Webb 22 Jan 2025 14:09
Escalated to platform. Issue is likely from the CRM sync: looks like duplicate record IDs were created during a recent data import. Needs investigation on the connector side. Felix or Ewan to review.
Status change · Connor Webb 23 Jan 2025 16:37
Status change · 27 Jan 2025 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help