Vantrell Software / BB-Demo – Check In
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Vantrell Software: documents · 2026-07-27 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
Current to 11 Oct 26On 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 BB-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
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- 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
Current to 9 Oct 26- A repeat sync failure could reduce the team's reliance on the brain.
- Stale data was noticed by the sales team before BB-Demo caught it.
Opportunities
Current to 9 Oct 26- A clear root-cause answer and prevention step would rebuild confidence ahead of the renewal.
Transcript
Daniel Okafor NoneHi Hugh, just wanted to check in and see how things are going on your end.
Hugh Firth NoneHi Daniel. Yeah, generally good, though we've had a couple of small issues this month.- Daniel Okafor NoneOK, what's come up?
- Hugh Firth NoneWe had a high-priority issue last week around data freshness on the Zendesk side. It looked like a connector sync problem.
- Daniel Okafor NoneRight. Did you raise a ticket on that?
- Hugh Firth NoneWe did, yeah. It got resolved fairly quickly, but it was a bit frustrating for the team.
- Daniel Okafor NoneI'm sorry to hear that. Can you give me a bit more detail on what happened?
- Hugh Firth NoneThe Zendesk tickets stopped syncing for about six hours. The brain was returning stale data and the sales team noticed it.
- Daniel Okafor NoneThat's not ideal. How did the ticket get resolved?
- Hugh Firth NoneWe got a response from the support team and they bounced the connector, and it came back. So it's fine now.
- Daniel Okafor NoneGood. On our end, we should have caught that more quickly. I apologise. How is the team's confidence now?
- Hugh Firth NoneIt'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 Okafor NoneAbsolutely. 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 Firth NoneI'll send it over.
- Daniel Okafor NoneThanks. And just to check, are there any other issues or concerns?
- Hugh Firth NoneNo, I think that's it. Otherwise things are running smoothly.
- Daniel Okafor NoneGood. 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 Firth NoneThanks, Daniel. Cheers.