IBM Sterling Ideas

Shape the future of IBM!

We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:

Post your ideas

IBM is transforming its request for enhancement (RFE) process. The purpose of the transformation is to provide a more consistent experience for you to submit requests and to enable IBM product owners to respond to your requests more quickly. For more information click here.

Start by posting ideas and requests to enhance a product or service. Take a look at ideas others have posted and upvote them if they matter to you,
1. Post an idea
2. Upvote ideas that matter most to you
3. Get feedback from the IBM team to refine your idea

Help IBM prioritize your ideas and requests

The IBM team may need your help to refine the ideas so they may ask for more information or feedback. The offering manager team will then decide if they can begin working on your idea. If they can start during the next development cycle, they will put the idea on the priority list. Each team at IBM works on a different schedule, where some ideas can be implemented right away, others may be placed on a different schedule.

Receive notifications on the decision

Some ideas can be implemented at IBM, while others may not fit within the development plans for the product. In either case, the team will let you know as soon as possible. In some cases, we may be able to find alternatives for ideas which cannot be implemented in a reasonable time.

SalesForce Case TS******* email notification to have Client Name in the Email Subject

Email notification from SalesForce only have ticket ref and initial comment in Email Subject. It would be very helpful to see from an email subject (or even content) which client/customer the ticket has been opened by / updated by. At the moment we have to go into the actual ticket on SF to see which customer the ticket is for. This is very time consuming when dealing with many tickets during the day, for many different clients,

  • Guest
  • Mar 20 2019
  • Not under consideration
What is your industry? Retail
How will this idea be used?

This will speed up response to client SF tickets, and improve visibility of issues being progressed.

  • Admin
    VENITA GLASFURD commented
    10 Dec, 2020 09:21pm

    Thank you for your valuable inputs. The issue mentioned in this request seems to be related to the IBM Support Tool and does not seem specific to the IBM Sterling Call Center Application. Please log this request at the IBM Support Portal.

  • Guest commented
    25 Aug, 2020 12:28pm

    Yes - Adding content on the case email will help a lot. Several team members raising PMR and its hard to remember the case number . If the subject content gets added to case email alert it will be easy to verify

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