Duplicate support ticket records

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Kadewerk Software · Duplicate support ticket records

Support ticket records appearing twice in query results with different timestamps for same tickets. Blocking accurate reporting.

Priority normal

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What happened

What this says

As at Fri 9 Oct 2026

Support ticket records appearing twice in query results with different timestamps for same tickets. Blocking accurate reporting.

Problem: Support ticket records duplicating in brain with different timestamps despite being same tickets in Kadewerk's system. Affects query accuracy and reporting.

Handling: Bethan Lister asked for specific examples and query details. Sanne de Wit provided examples via separate email with detailed description.

Watch: Data quality issue similar to customer record duplicates. Suggests possible Zendesk connector or data transformation issue. Resolution took 12 days.

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

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categorydata_quality

Channelemail

First response (min)97

CSAT5

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created · Sanne de Wit 10 Sep 2025 16:09
We're seeing duplicate support ticket records in the brain. When we run a query for tickets created in the last week, the same ticket appears twice. Could you look into this?
Public reply · Bethan Lister 10 Sep 2025 17:46
Just so I've got this right, you're seeing duplicate records for recent tickets? Can you give me a couple of examples and walk me through what you see when you query?
Public reply · Sanne de Wit 11 Sep 2025 11:08
Yes, I've sent you a couple of examples in a separate email. They're showing up twice in the results with different timestamps even though they're the same tickets in our system.
Status change · Bethan Lister 22 Sep 2025 17:05
Status change · 26 Sep 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