Connect Richpanel to Rig

    Sync Richpanel conversations with their messages and CSAT, daily helpdesk metrics, and your agents, teams, tags, channels and tasks into Rig. Richpanel connects with one API key and an optional reporting timezone.

    Before you start

    • You need permission to open Settings and create API keys in Richpanel.
    • Decide which day boundary you want for daily metrics: UTC, America/New_York or Europe/London. Those are the only zones Richpanel's reports accept.

    Step 1: Create a Richpanel API key

    1. Sign in to Richpanel and go to Settings then Integrations then API Keys.
    2. Generate a new key.
    3. Copy the key.

    Menu names
    These menu names come from Richpanel's setup notes. Richpanel's own API reference does not describe key creation, so if the menu looks different in your account, ask Richpanel support where API keys live.

    Step 2: Connect it in Rig

    Adding a source needs a workspace owner, or a role with the Manage connections permission, on a workspace where you manage your own connections. If the Connectors tab says “Data ingestion for this workspace is managed by Rig”, ask an owner or Rig support to add the source.

    1. In Rig, open Connections, choose the Connectors tab and go to Sources & actions.
    2. Search for Richpanel, open the card and click Connect.
    3. API key: paste the key you created.
    4. Reporting timezone: choose where each day starts for the daily metrics. Leave it on UTC unless you report in New York or London time.
    5. Click Continue. Rig checks the credentials and lists the streams it can reach, so choose the ones you want and click Connect.
    6. The source then syncs on its schedule, which is nightly unless you change it. To load data straight away, click Sync on its row; Test pulls a small sample first if you want to check the connection.

    What Rig pulls in

    Richpanel lands in its own richpanel schema in your warehouse:

    • Conversations: each conversation with its messages (including agents' private notes), CSAT and customer profile.
    • Daily helpdesk metrics: report metrics for each day, in your chosen timezone.
    • Reference data: users, teams, tags, channels and tasks.

    Richpanel cannot list conversations, so Rig fetches them one at a time by conversation number.

    Good to know

    • Because each conversation is one request, the first load on a large helpdesk can take days. It resumes across nightly runs.
    • Richpanel does not document a REST rate limit. Rig assumes 60 requests a minute, the budget Richpanel documents for its MCP server, so the sync leaves room for your live helpdesk tools.
    • Customers are not a separate stream. Their profile rides along on each conversation.
    • To disconnect Richpanel, click the bin icon on the source's row under Sources & actions. Only whoever connected the source or a workspace owner can do this, and data already synced stays in the warehouse.

    What people use this for

    • Review support quality through CSAT
    • Track daily helpdesk performance
    • See why customers write in

    More ideas for using Richpanel

    Richpanel documentation

    Was this guide helpful?