Name of Feature/Request: Account note change notification
What financial, time savings, or quality of life improvements will occur from this: Frequency: Any time an account note changes - Variable | Currently, IT relies heavily on customer account notes for critical, need-to-know information, example:
This information provides relevant information to someone not familiar with the customer, and also serves as a quick reference to team members who regularly perform work for the customer. We also leverage account notes during periods of project work/maintenance, example:
The account notes work relatively well for both of these functions, but has the drawback of effectively becoming background noise if you consistently work on the same customers’ tasks day in and day out like most of our team members do. The first time or two someone performs work for a customer, they’re very likely to look at the account note, but by the time they’re touching the 30th task for them in a given week there’s a good chance they’re ignoring this. This creates problem in two scenarios:
When critical information in an account note changesWhen maintenance happensMy proposed future feature would be to simply have a pop-up if a customer’s account note has changed since the last time you viewed it, similar to our “new discussion” popup.
This would notify you that the account note has changed since you last viewed it, and then you’re significantly less likely to gloss over it. From a development standpoint, I’m not sure how much implementation or database cost this would incur; I’d imagine you’d need to log every customer and the last time every user has viewed it, which just may not be doable. A potential workaround and significantly less expensive db cost would be to just alert if an account note has recently changed, say within the past week. We could have a “don’t show this again” box as well in this instance and may serve the same function with significantly less impact.
tl;dr: Account notes work great when working on new customers, but often become white noise when viewing the same customer tasks frequently. This feature would help bring attention to account note changes, which is often critical information.
Attempted Solutions So Far: We’ve always advised support team members to look at every account note on every task they touch. This has had mixed results on repeat touches of the same customer per day/week.
Digging deep - Any additional Why behind this request / How was this accomplished before Striven in what system or software: Previously accomplished: Currently, someone would need to notice the account note change
StrivenID: 3997783