RELATED IDEAS
SFDC Case Integration - Allow Case Owner to Submit Idea on Behalf of Case Contact
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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ADMIN RESPONSEAug 11, 2023
The Salesforce integration today allows customer support to capture and link ideas related to a case. A product manager in Aha! can then see the linked cases on an idea, as well as which customer accounts they are connected to.
We will keep this idea open for feedback on syncing the case's customer contact to Aha! and subscribing them to idea updates.
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This is important for full data lineage. Technical support cases have lots of detailed data on why an Idea/feature is valuable. Being able to load these into Proxy Vote or some other field in Aha would be very helpful. Instead, current state is having to duplicate information and sometimes there are dozens of tickets related to an Idea
Definitely needed. Currently, we are sending customers to this website and asking them to log an idea. Not only is this unnecessarily cumbersome for customers already engaged with our support technicians, but would result in fewer duplicate and better formatted ideas if the actual submission process was handled by our techs (who are often more familiar with the back end of how our software functions). The current integration piece links the support technician (less than ideal) and does not notify the tech when the idea is updated (which renders this unusable for us). Ideally, this would pull the contact information from the Salesforce case and sign the linked contact up for notifications on the idea just as it would if they were manually submitting the idea themselves.