Adding a Messaging or email functionality to the Portal along with integrated support to open/edit cases from Salesforce

Hello Richard, thanks for the idea! There could be a few ways to tackle this, so I'm putting this idea on "waiting for info" and we will initiate a discussion to understand the best way to address this for you. One option is to do it through a sandbox command. Another option would be to consider using the "contact us" advanced customization (but that's not per sandbox).

I want to make sure that I get the challenge right: the person who uses the sandbox experiences some issue or has some requests while using the sandbox. You would like them to be able to open a salesforce ticket directly from the sandbox, and you would like this ticket to be populated with sandbox data and user data automatically. This would replace a current flow where this user has to open salesforce.com, login, open a ticket and enter the sandbox details manually.

Is that correct?

Thank you.

Yes Maya - the automatic process you describe is what we want and the manual process is our fallback if there is no other way:
Data we would like to link to opening a SalesForce ticket would be the Sandbox name and ID, the owner's name, the devices in that Sandbox, date and time
Minimum desired data would be Sandbox name and owner name

Thank you
Richard

Hi Richard, thanks you for providing more information today! Sounds like the best approach for this use case is creating a Cloud Service Shell for Salesforce integration. Such Shell can hold all the information required to connect and open a ticket in Salesforce and automatically populate salesforce fields with Sandbox data. It would then be possible to add a standard Blueprint Command that makes it possible to open a Salesforce ticket from sandboxes. End users would simply have to click on this command (or enter more data in additional input fields if needed) and this would create a Salesforce ticket and populate data automatically. This requires the Shell to call the relevant salesforce APIs of course, so need to look at the salesforce side too. We will follow up with more information specifically for your use case, but if anyone else is interested in the same capability please let us know!

Thank you Maya.