---
title: "Richpanel integration"
description: "SourceMedium syncs Richpanel support tickets and joins them to order history — so you can measure CSAT, resolution time, and one-touch rate, and see how support experience affects retention and LTV."
url: "https://sourcemedium.com/integrations/richpanel"
---

# Customer support linked to order history

SourceMedium syncs Richpanel support tickets and joins them to order history — so you can measure CSAT, resolution time, and one-touch rate, and see how support experience affects retention and LTV.

## Integration Snapshot

- Platform: Richpanel
- Category: Customer Success & Operations
- Availability: Generally available
- Documentation: [View docs](https://sourcemedium.com/docs/data-inputs/platform-integration-instructions/richpanel-integration)

## Why teams connect Richpanel

Richpanel is an AI-powered customer support CRM for ecommerce, unifying helpdesk, live chat, and self-service. SourceMedium connects support data to order history so you can understand which customers struggle most and how that affects long-term value.

## Key capabilities

- CSAT and resolution metrics: Customer satisfaction scores, resolution times, and one-touch resolution rates sync per ticket.
- Channel and team breakdown: See performance by channel (email, chat, social) and support team for targeted coaching.
- Customer journey linking: Tickets join order history so you can analyze support volume by cohort, LTV tier, and order sequence.
- Churn signals: High ticket volume in early order cycles is correlated with churn risk in downstream retention models.

## Example BigQuery tables

- `obt_customer_support_tickets`: All tickets with CSAT, resolution time, channel, and tag data
- `obt_orders`: Orders linked to customer support history
- `obt_customers`: Customer profiles with support ticket history

## Common enrichments

- CSAT score trend by channel and team
- Resolution time and one-touch rate by agent
- Support history joined to order sequence and LTV

## Questions you can ask

- What is our CSAT score this month vs last month?
- Which customers have the most tickets in the last 90 days?
- Do high-support customers churn at higher rates after their first order?
- What is our one-touch resolution rate by channel?

## Joins with

- [Shopify](https://sourcemedium.com/integrations/shopify)
- [Gorgias](https://sourcemedium.com/integrations/gorgias)
- [Klaviyo](https://sourcemedium.com/integrations/klaviyo)

## How it works

1. Connect Richpanel: Share your Richpanel API key. We pull tickets, CSAT scores, and agent data.
2. Customer linking: Tickets are matched to Shopify customer profiles by email address.
3. Support analytics: Analyze CSAT trends, resolution performance, and support-influenced retention.

## Related integrations

- [Gorgias](https://sourcemedium.com/integrations/gorgias)
- [Shopify](https://sourcemedium.com/integrations/shopify)
- [Klaviyo](https://sourcemedium.com/integrations/klaviyo)
- [Loop Returns](https://sourcemedium.com/integrations/loop-returns)