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This is the public roadmap for Salesforce Heroku services.
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Bring Heroku Add-On Portal into Salesforce Service Cloud #271

Open kfreundNR opened 8 months ago

kfreundNR commented 8 months ago

Required Terms

What service(s) is this request for?

No response

Tell us about what you're trying to solve. What challenges are you facing?

When providing support as a Heroku Add-On provider, engineers must log in to the Heroku Portal to provide customers support. Engineers already using Service Cloud are then pulled into another system with a different look and feel, different queue, etc.

Allow for the customer issues in the Heroku Portal to be viewed and actioned on right in Service Cloud so engineers can stay in 1 system and more easily provide customers with answers.

friism commented 8 months ago

Thanks for opening this.

Our experience is that add-on providers use a wide variety of support system (including Service Cloud). So what we're currently thinking is actually to "just" have end-customers interact directly with the add-on provider instead of through Heroku (and trying to add integrations to assorted other support systems from the Heroku portal).

Would that work for you? We recognize, of course, that we cannot make this change overnight, and we'd roll out the change over time.

Very curious to get your feedback on this.

kfreundNR commented 6 months ago

It could work if it means that engineers do not need to navigate to a separate system outside of Service Cloud.

ohinton commented 6 months ago

Hi @friism -- Could you clarify what is meant by "having end-customers interact directly with the add-on provider instead of through Heroku"? Would this mean that Heroku customers using the New Relic Add-On would be sent directly to New Relic for add-on-related support issues?

DarrinBrocca commented 5 months ago

Hi @ohinton - Yes, this means customers would contact New Relic directly for support issues related to the Add-on.