Product: RingCentral App

Customer Statement:
Currently, when users report an issue using the “Report an Issue” feature in the RingCentral app, it generates a Customer Feedback case in Salesforce. These cases are automatically closed and are primarily used by RingCentral app specialists for log collection and internal analysis. As a result, reported issues are not actively investigated unless the user separately contacts support or submits a web case.

Problem Statement:
Users expect that reporting an issue through the app will result in investigation and follow-up. However, the current behavior does not create an actionable support case, leading to confusion and lack of resolution for reported issues.

Proposed Solution:
Add an option within the “Report an Issue” feature that allows users to indicate that the issue requires investigation.

This could include:

• A checkbox or toggle such as “Request Support Follow-up”
• An option to create a support ticket directly from the app
• Automatic routing of selected reports to the support queue instead of Customer Feedback

Expected Behavior:
When a user selects the option to request investigation, the system should create an active support case that will be handled by the support team, with proper tracking and follow-up.

Actual Behavior:
All reports submitted via “Report an Issue” are treated as Customer Feedback cases, automatically closed, and not investigated unless a separate support case is created.

Business Impact:

• Users may assume their issues are being investigated when they are not
• Delays in issue resolution due to lack of proper case creation
• Increased frustration and duplicate efforts (users need to report the same issue again via proper channels)
• Missed opportunities for proactive support engagement