Make it clearer that custom note fields won't sync Aha! attachments to external development tools with integrations

Article title

All integration articles?

Describe the problem or challenge

• KB update

  • What's wrong with the existing article?

• Content idea

  • What challenge would the new content address?

Problem/challenge:

• Aha! doesn't currently sync attachments for custom note fields via integrations but does sync the html note content

• It's not clear at the time the integration is configured that there is this limitation so a customer thought that attachments were being synced via the integration

• We don't include any information about the types of custom fields that are/are not supported in our integration KB articles, including where there are limitations such as this

Idea that will likely result in a feature to solve this: https://big.ideas.aha.io/ideas/APP-I-6348

Provide relevant links

Examples:

• Zendesk tickets

• Related articles

• Competitor KB articles

ZD ticket: https://ahasupport.zendesk.com/agent/tickets/1111748

Suggestions

• KB update

  • Copy/paste outdated text

  • Recommend changes!

• Content idea

  • What kind of article?

    • How-to

    • How it works

    • Troubleshooting

    • Use case

  • What does it include?

    • Outline

    • Bullets for structure

    • Must haves

This could be something that we choose not to do. We don't hear it often enough, but this customer did do their integration and custom fields configuration assuming that this was supported -- so I can see how the absence of this information could be a pain point for this specific customer I was working with.

We could do updates to existing integration articles, but they're already lengthy and from an IA and KB content structure, I'm not sure how it would fit well with the structure.

Really, the best fix is a product solution when they select certain fields to share tooltips in product about any limitations of field mappings. I have asked the customer to add an idea for this so they can describe what they want or how they see this working.

Would you like to peer review the updated article?

• ☐

  Yes

• ☑

  No

• ☐

  If necessary