Llano Crossing Software / BG-Demo – Onboarding
Callcompleted
Llano Crossing Software · 13 Jul 2026 15:00
Early onboarding call on 13 Jul 2026. Zendesk tickets arrive with blank priority fields, but adoption is strong and the team asks the brain questions daily. Hamza asked Kayla for a documented use case for the renewal conversation.
What was said
What this says
As at Fri 9 Oct 2026Early onboarding call on 13 Jul 2026. Zendesk tickets arrive with blank priority fields, but adoption is strong and the team asks the brain questions daily. Hamza asked Kayla for a documented use case for the renewal conversation.
What happened: Hector reported that about a third of tickets come through the Zendesk sync with incomplete custom fields, mainly a blank priority. Hamza took the connector logs and asked for example ticket IDs.
Customer view: Kayla said the team is asking questions without hand-holding and uses the brain a few times a day. Sarah in support is emerging as the power user and likely champion.
Commercial: Hamza asked Kayla to document one use case where the brain saved time, for the renewal conversation. Kayla has so far used mostly search and chat, with the dashboard builder still to be shown.
Watch: The sync issue is a connector data-quality risk that could erode trust if it persists. Key-person reliance on Sarah is worth tracking.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to review the connector logs and update the customer within days.
- Hector Villarreal to check the Zendesk field config and send example ticket IDs.
- Kayla Ramirez to document one use case where the brain saved time.
Risks
As at Fri 9 Oct 2026- Zendesk connector delivers tickets with blank priority fields, which could undermine trust in the data.
- Usage leans on one power user, Sarah, which is a key-person risk.
Opportunities
As at Fri 9 Oct 2026- Dashboard builder walk-through could deepen use beyond search and chat.
- A documented use case from Kayla would support the renewal conversation.
Transcript
Hamza AkhtarKayla, Hector, morning. Hamza here. How's the first couple of weeks been with the brain? Any issues we should address?
Kayla RamirezIt's going well overall, but Hector's hit a couple of snags with the Zendesk sync. Hector?
Hector VillarrealYeah, so about a third of our tickets are coming through with incomplete custom fields. The status field is there, but the priority is sometimes blank. I'm not sure if it's our data or a mapping issue.- Hamza AkhtarGot it. That's usually a permission or a field mapping issue on Zendesk's end. Let me take a look at your connector logs. I'll check them and get back to you within the hour. Kayla, how's the team adoption going?
- Kayla RamirezReally good, actually. The team is asking questions now, like, 'Show me all tickets for customers in California.' They're starting to use it without my hand-holding.
- Hamza AkhtarExcellent. That's exactly what we want to see. And you're using the dashboard builder, or just search and chat?
- Kayla RamirezMostly search and chat so far. I was planning to show the team the builder next week, I think there's a dashboard that would be useful for our weekly review.
- Hamza AkhtarSmart. Happy to do a quick walk-through with your team if that helps. Now, Hector, let me dig into the Zendesk issue. It might be that the field is optional in Zendesk and it's only populated for some tickets. Have you checked the field config on your end?
- Hector VillarrealNot yet, that's a good point. I can do that.
- Hamza AkhtarAnd send me a couple of examples, ticket IDs of ones with missing priority. I can cross-reference them against what we're indexing.
- Hector VillarrealWill do.
- Hamza AkhtarGreat. Kayla, on the broader adoption front, have you thought about which team members are the heavy users yet? We usually see one or two power users emerge, and they can help train the rest.
- Kayla RamirezActually, yes. Sarah in support is a natural. She's the one asking the most questions and building little searches she can save.
- Hamza AkhtarPerfect. Sarah's going to be your champion. Make sure she knows she can reach out to our support team anytime. Now, usage, are you seeing the team ask the brain questions every day?
- Kayla RamirezA few times a day, yeah. It's becoming part of their workflow.
- Hamza AkhtarBrilliant. That's what matters. OK, so my action is: check your Zendesk field config, fix the connector if needed, and offer a dashboard walk-through next week. Your action is: send me those ticket examples, and Kayla, maybe document one use case where the brain saved you time. We'll need that for your renewal conversation down the line.
- Kayla RamirezNoted. Thanks, Hamza.
- Hamza AkhtarNo problem. Cheers, both. I'll reach out in a couple of days with an update on the Zendesk issue.