I have to say as much as I’m a fan of Fibery, I wish they would do a better job of responding to our requests in here…you are seeing this first hand now.
Zendesk has great potential as it also has a good CRM module, unlike Intercom. By the same token, Hubspot has a good chat messenger like both Zendesk and Intercom. So I think the best potential for tracking customer accounts and linking feedback is going to be with the Zendesk and Hubspot integrations, not Intercom, because it can’t be used as a CRM, so you have to have that functionality elsewhere.
I haven’t tried the integration, but what you’re saying seems very valid, you need to be able to see what the customer said to link to features, insights, etc.
And in closing, I think the best solution would be if we could handle the CRM entirely in Fibery and just manage it straight off, things like schedule calls, take notes from meetings, etc. One huge piece of this is logging Email:
There was mention in the recent April summary blog post of Email integration coming soon, would love to get some insight from Team Fibery as to whether this will be something that will work like what I’m talking about here. Email integration can have so many elements to it, would love to find out what they are planning on that one…also huge implications for Zendesk, the foundation of which is logging Emails to specific cases/users.
Thanks!