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Status Already exists
Categories Integrations
Created by William Orme
Created on Jan 17, 2019

See who in my support team voted on or created an idea in our ideas portal from Zendesk integration

We are using our sales and support teams to enter customer requests in to our ideas portal. Inevitably this is an extra chore that doesn't short term help them get their job done quicker, but should do in the long run! So as product manager I need to encourage and cajole them to capture this important customer feedback. To do that I need to know which support and sales staff are capturing customer votes and new ideas and which are not.

While the Salesforce integration does show me the Salesforce user, the Zendesk integration only shows be the end users email and not the support agent who is handling the case and voting on or creating the idea.

A side issue is I would rather have the option for the end user email, which is personal data, only recorded in Zendesk, and not transferred to by Aha! ideas portal or ideas application. I have the Zendesk ticket so I can look it up.

    Jul 22, 2022

    Thank you for your idea. There is a configuration option in the Zendesk integration that should solve both aspects of this request. In the Aha! application in Zendesk, uncheck the option to Create ideas as ticket requestor. This will create the ideas using the Zendesk agent instead.

    This article provides more details on how to set this up.

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