Our technical support engineers work with customers to resolve post sales technical issues. Interaction with customers is tracked in the Salesforce case object. If the issue requires a feature request in the product to resolve, we would prefer that the technical support engineer have the ability to submit a new idea from the Salesforce case user interface - rather than directing the customer to a separate Aha! Ideas portal. However, the idea should be created with the customer contact info (vs. the tecnical support case owner contact) so that the customer can receive ongoing communication regarding the status of their submission.
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