RELATED IDEAS
Automation rules to update idea status when a comment comes in
I'm sure it never happens on your Ideas Portal, but often the Ideas that get submitted by our customers lack some key information that we need in order to make prioritization decisions. In those instances we put them in an "on hold or needs more information" status and make a comment requesting the information that we are looking for.
Our customers are pretty good about getting back to us in those cases. They're really excited when we engage with them and make them feel heard since that hasn't always been the case.
Even though I get emails that someone added a comment to the Idea in response to mine for my own sanity I've set aside an hour a week to review Ideas and keep engagement limited to that window. During that meeting I actually have a lot of my internal stakeholders present so that we can debate the merits of an idea since they'll have perspectives I don't have. It's pretty useful. This means I can't (read as: won't) respond in real time to my customers' responses.
It would be awesome if there could be some kind of automation rule set up that allowed for statuses to automagically changed based on certain triggers. Specifically I would like for an Idea that's in "on hold or needs more information" to automatically change to "needs review" when a comment is added so that it can move back to the top of the list of items to review during my weekly review meeting.
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MERGED
Add automation to change status when comment created
When reviewing an idea IBM may require further information from the customer, in which case the idea is moved to "Needs more information" state. This idea suggests that when the customer responds by adding a comment the state should automatically ...
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Future consideration
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MERGED
Automation when a public comment is added
We have a workflow where newly created ideas are submitted in a 'New' status. If the idea is unclear we update the statis to 'Need More Information" and we expect the submitter to provide additional information through public comments on the idea ...
2
Future consideration
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Exactly what I am looking for. The ability to set a trigger based on a new Portal comment. There are other automations where I would like to use Portal Comment as a trigger and I think I remember I could choose internal comment, but not portal comment. This one as stated in the idea. We want to encourage rapid responses and communication. I'm able to trigger a slack notification for comments, but being able to set the status from Needs Information to Under Review and then be able to use our SLA response metrics helps drive better action without a bunch of unnecessary manual steps.
Agreed, this would be a great functionality for my Product Managers that we would use in our internal Ideas portal. Our organization is embracing Aha to get communication out of email threads, it would be great to have the ability to use 'Portal Comment by Idea Creator' or 'Comment by Portal User" as a trigger for Automations.
Yes, it would be really helpful if there was a way for me to know when/if an idea that was in 'needs more information' status receives a portal user comment. Right now I have a report that I try to review, but it's not easy to tell which ideas received comments.