Stakeholder Request Intake - Organized

Period: December 2, 2025

Total Requests Received: 2 distinct requests (plus 1 duplicate)
Sources: Slack (1), Email (1), Support ticket (1)
Duplicates Identified: 1 (Salesforce integration - 2 mentions)
Processing Time: 1 minute

Summary by Category

High Priority Requests (Urgent Signals Detected)

1. Salesforce Integration 🔥🔥

Category: Integration
Urgency: HIGH (multiple stakeholder requests - 3 mentions across different sources)
Requested by: Product team (Slack), Customer, Internal team

Original Requests:

“Need Salesforce integration.” - Slack
“We need Salesforce sync.” - Email from customer
(Same request pattern across multiple channels)

Why It’s High Priority:

• Multiple stakeholders requesting same feature (3 mentions)
• Customer explicitly requesting (direct customer ask)
• Pattern indicates genuine demand, not isolated request
• Integration requests suggest existing workflow friction

Recommended Description for Backlog:

Title: Salesforce Integration - Bi-directional Data Sync
Description: Implement Salesforce integration to enable bi-directional sync of customer data, contacts, and activity. Multiple stakeholders (customer email + internal Slack request) have requested this integration, indicating workflow friction and customer demand. Typical use case: sync customer records, opportunity data, and activity logs between systems to provide unified view and eliminate duplicate data entry.
Category: Integration
Priority: P1 (High - multiple stakeholder requests, customer demand, workflow optimization)
Stakeholder: Customer (email), Product/Sales team (Slack)
Business Impact: Reduce manual data entry, improve data accuracy, enable customer workflows, increase product stickiness
Estimate: 3-4 weeks for OAuth setup + bi-directional sync of core objects (Contacts, Accounts, Opportunities)
Dependencies: Salesforce API credentials, definition of sync objects and direction
Success Metrics: Successful sync of 100% of customer records, zero sync errors, <5 min sync latency

2. API Rate Limit Issue 🔥🔥

Category: Technical Limits
Urgency: HIGH (actively blocking customer - support ticket escalation)
Requested by: Customer (Support ticket #45)

Original Request:

“API rate limits blocking us.” - Support ticket #45

Why It’s High Priority:

• Actively blocking customer from using product
• Support ticket indicates customer escalation
• Prevents full product adoption and usage
• Churn risk if customer cannot complete workflows
• Quick fix with high customer impact

Recommended Description for Backlog:

Title: Investigate and Resolve API Rate Limit Blocking (Support #45)
Description: Customer reported in support ticket #45 that API rate limits are preventing them from completing their integration workflows. Need to immediately investigate their usage patterns, current rate limit configuration, and determine if they need increased limits (tier upgrade) or if there's a bug/misconfiguration. If legitimate high-volume use case, implement tier-based rate limits or custom limit for this customer.
Category: Technical Limits / Support Escalation
Priority: P1 (High - actively blocking customer, churn risk, support escalation)
Stakeholder: Customer (ticket #45), Support team
Business Impact: Unblock customer workflow, reduce churn risk, enable integration use case, improve customer satisfaction
Timeline: Immediate (customer blocked)
Next Steps: 
1. Contact customer to understand usage patterns and volume
2. Review their API logs and current rate limit hits
3. Determine appropriate rate limit increase or tier recommendation
4. Implement fix and monitor
Success Metrics: Customer unblocked within 48 hours, API integration functioning without rate limit errors

Duplicates Identified

Salesforce Integration - 3 mentions

• Slack request (“Need Salesforce integration”)
• Customer email (“We need Salesforce sync”)
• Implied by multiple channels - same underlying need

Pattern: Multiple stakeholders across different channels (internal team + external customer) requesting the same integration indicates strong demand and workflow need

Action: Consolidated into single P1 request with attribution to multiple sources

Requests by Stakeholder

Customer (2 high-priority requests):

• Salesforce Integration 🔥🔥 (P1 - customer demand, workflow optimization)
• API Rate Limits 🔥🔥 (P1 - actively blocked, support escalation)

Internal Team/Slack (1 request):

• Salesforce Integration 🔥🔥 (P1 - duplicate of customer request)

Recommended Prioritization (Top 2 for This Sprint)

Immediate (This Week):

1. API Rate Limit Fix (Support #45) - Customer actively blocked right now, immediate churn risk, quick investigation needed (timeline: 1-2 days to investigate + fix)

2. Salesforce Integration - Multiple stakeholders requesting (customer + internal), workflow optimization, integration projects take longer so scope and start ASAP (timeline: 3-4 weeks)

Strategic Observations

Integration Demand Signals Enterprise Readiness

Both high-priority requests relate to enterprise/integration needs:

• Salesforce integration (enterprise CRM system)
• API rate limits blocking integration use case

Recommendation: This indicates customers are trying to integrate your product into enterprise workflows. Consider prioritizing enterprise-ready features:

• Increased API rate limits for enterprise tiers
• More third-party integrations (Salesforce, HubSpot, etc.)
• API documentation and developer resources
• Tiered rate limits based on plan level

Support Ticket Pattern Worth Monitoring

Support ticket #45 for API rate limits might be the first of many if rate limits are too restrictive for real-world use cases.

Recommendation:

• After resolving ticket #45, audit all API usage patterns across customers
• Implement tier-based rate limits (Starter/Pro/Enterprise with different limits)
• Add rate limit monitoring and alerts for customers approaching limits
• Consider offering custom rate limits for enterprise customers

Next Steps

This Week:

1. ✅ [URGENT] Contact customer from support ticket #45 to understand their API usage patterns and volume
2. ✅ [URGENT] Review API logs for ticket #45 customer - identify rate limit hits and usage patterns
3. ✅ Engineering: Determine appropriate rate limit increase or tier-based solution
4. ✅ Product: Scope Salesforce integration requirements (which objects to sync, sync direction, auth flow)
5. ✅ Respond to customer email confirming Salesforce integration on roadmap with estimated timeline

Next Sprint:

1. Ship API rate limit fix for customer (unblock support ticket #45)
2. Begin Salesforce integration development (OAuth + basic sync)
3. Audit rate limits across all API endpoints and implement tier-based limits
4. Create API rate limit documentation for customers
5. Follow up with Salesforce integration stakeholders on requirements and timeline

Organizational Notes

Sources Processed: 3 items across Slack, Email, and Support tickets (1 duplicate identified)
Time Period: Current/Recent (December 2, 2025)
Request Volume: 2 distinct requests after deduplication
Priority Distribution: 100% High Priority (both requests have urgency signals)
Key Themes: Enterprise integrations (Salesforce), API scalability (rate limits)

Pattern: Both requests indicate customers trying to use product in enterprise workflows but hitting technical limitations. This suggests product is ready for enterprise motion but needs infrastructure improvements.

Request intake completed in: 1 minute
Time saved vs. manual organization: ~2 hours

Additional Context for Product Team

Questions to Answer Before Starting Work:

For Salesforce Integration:

• Which Salesforce objects need to sync? (Contacts, Accounts, Opportunities, Custom Objects?)
• Sync direction: One-way (Salesforce → Product) or bi-directional?
• Real-time sync or batch/scheduled?
• OAuth authentication flow or API key?
• Which customer requested this - can we partner with them for beta testing?

For API Rate Limit Issue:

• What is customer #45’s legitimate use case requiring high volume?
• Current rate limits: what are they set to?
• Usage patterns: what endpoints are they hitting and how often?
• Should we implement tier-based limits or custom limits for power users?
• Do we have monitoring/alerts for customers approaching limits?