Larkspire Software / BG-Demo – Onboarding
Callcompleted
Larkspire Software · 19 Jan 2026 09:15
Larkspire's helpdesk connector is live in test and refreshing before 07:00. The customer wants fresh data, anonymised usage reporting and a second admin, which is still stuck in IT's queue.
What was said
What this says
As at Fri 9 Oct 2026Larkspire's helpdesk connector is live in test and refreshing before 07:00. The customer wants fresh data, anonymised usage reporting and a second admin, which is still stuck in IT's queue.
What happened: Hamza showed the helpdesk connector running in test, with records rising and the last refresh done before seven. Ellie's team had already asked a question, which ran slowly because it searched the whole ticket history.
Customer view: Ellie wants her team to log on to current data and does not want anyone quoting a stale number. Kiran agreed that stale data is worse than no data.
Commercial: Nothing on price or renewal was raised. Early value is visible in the first questions asked, and Ellie asked for the question list in anonymous form only.
Watch: Kiran is the only admin, and the second admin request is still waiting on IT. The membership connector is later in the plan, and its status field names have changed, so the renewals data must be checked against the export before anyone relies on it.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to send the admin guide, the training date and the query range tip.
- Kiran to chase the second admin through IT.
- Ellie to mark up the admin guide wording.
Risks
As at Fri 9 Oct 2026- Kiran is the only admin until IT approves a second one.
- Membership status fields have been renamed, so renewals data could go stale if mapping is not checked.
- Broad all-time queries run slowly until a default range is set.
Opportunities
As at Fri 9 Oct 2026- Support team training and an admin guide will deepen adoption early.
- The membership connector is still to come in the plan, which widens the use of B-Viz.
Transcript
Hamza AkhtarMorning, both. Can you hear me okay? I've got the screen up.
Kiran BassiYes, morning. Loud and clear.
Ellie MarchantMorning. Sorry, I was getting my coffee. Go on.- Hamza AkhtarRight. The helpdesk connector is live in the test environment and the first sync ran overnight. Records are coming through. I want to show you the count.
- Kiran BassiOh nice. Hang on, I'll bring up the admin view.
- Hamza AkhtarThe count's rising, which is what we want. Tickets indexed, comments indexed, and the last refresh completed before seven.
- Ellie MarchantCan you explain before seven in plain English?
- Hamza AkhtarSorry. It means the nightly update finished before the working day started. So when your team logs on, the previous day's tickets are already there.
- Ellie MarchantGood. That's what I need. My team logs on and they don't want to wait.
- Kiran BassiOn the admin side, I've got my permissions sorted. I've also asked for a second admin, a colleague in IT, but that's taking a while through their queue.
- Hamza AkhtarThat's fine for now. Until then you're the only admin, which is a risk if you're off sick. I'd like it closed before go-live.
- Kiran BassiAgreed. I'll chase it today.
- Ellie MarchantMy team asked it a question this morning. Which tickets have been open longest on the membership renewals? It answered, but it took a while.
- Hamza AkhtarLet's look at that. The query log will show how long it ran and what it searched. Can you share your screen, Kiran?
- Kiran BassiGive me a second, I've got too many windows open.
- Kiran BassiOkay, I'm sharing. Which one?
- Hamza AkhtarThe one Ellie's team used. Here it is. It searched the whole ticket history, not just a recent period. That's why it took a while.
- Ellie MarchantSo if I tell people to say last quarter instead of all time, it'll be quicker?
- Hamza AkhtarYes, that's a fair tip. We can also set a default range. I'll note it as an action.
- Kiran BassiAlso, the membership status field. Hamza, I've sent the list, did you get it?
- Hamza AkhtarI did, thanks. Some of those fields have changed names. We'll map them next week, once the list is checked.
- Ellie MarchantIs that a risk for the renewals data?
- Hamza AkhtarNot for the helpdesk. The membership connector is later in the plan. We'll check the renewals data against the export before anyone relies on it.
- Ellie MarchantGood. I don't want anyone quoting a number that's stale.
- Kiran BassiAgreed. Stale data is worse than no data.
- Hamza AkhtarSorry, I was on mute. Back to the plan. Next is training for the support team. A session in the next fortnight would work.
- Ellie MarchantA fortnight is fine. Can we do it before the team's busiest week?
- Hamza AkhtarYes, I'll check the calendar. Shall we say early next week?
- Kiran BassiWhat about a short admin guide, one page, for the people who'll look after it?
- Hamza AkhtarI'll send it. Ellie, can you check the wording, since it's for your team?
- Ellie MarchantOf course. Send it over and I'll mark it up.
- Ellie MarchantSorry, my laptop's gone to sleep. What did I miss?
- Hamza AkhtarMostly the training date. And Kiran's second admin.
- Kiran BassiStill waiting on IT.
- Hamza AkhtarFine. I'll note that as a blocker, with a date to check back.
- Hamza AkhtarThe last thing is the first questions people ask. Ellie, would you like me to pull the list for you?
- Ellie MarchantYes, please. But only the anonymous version. I don't want anyone to feel watched.
- Hamza AkhtarOf course. I'll send only the question text, with no names.
- Kiran BassiThat's sensible. People ask better questions when they're not worried about who sees them.
- Hamza AkhtarOkay, actions. I'll send the admin guide, the training date and the query tip. Kiran chases the second admin. Ellie, mark up the guide.
- Ellie MarchantSounds good.
- Kiran BassiThanks both. Bye.
- Hamza AkhtarThanks all, speak soon.