RELATED IDEAS
Ideas integration with Gainsight CS
Our Support team uses Gainsight CS to track and manage interactions with customers. They want to be able to look at Aha ideas submitted, voted on, or subscribed to by specific customers all without leaving Gainsight. They will use this during customer QBRs to provide a report out on status, and to interact with PMs without resorting to spreadsheets and email.
For those ideas, here's an initial list of the Ideas fields they'd want to see:
Name
Description
Creator
Votes
Status
Categories
Aha assigned to user
Admin responses
Public comments
Private comments (they also want to be able to comment back privately)
Idea visibility
Link to idea in Aha console
Link to idea in Ideas portal
Related (linked) initiatives, master features, and features
We can build this using the Aha API but would appreciate if Aha supported this natively.
In addition to the above, our CSMs currently record customer feedback in Gainsight, as this is the system where they manage customers and take notes during meetings / workshops. CS Leadership has requested an integration where such feedback can be routed to Aha!. CSMs (some of which are assigned to multiple products) currently have to copy / reformat / paste content into the respective Aha! ideas workspace.
We really need this integration as well. Our CS teams are mainly using Gainsight and they will be our biggest internal users of the ideas portal.
Specifically, we want to complete our customer relationship management lifecycle. We want a single source of truth across SFDC and Gainsight which our sales and CS teams use respectively.