Our product team uses Shortcut to track feature requests. We currently have a disconnect between our CSMs and product team -- a CSM will submit a Shortcut ticket for a feature request, then another CSM could submit a Shortcut ticket for the exact same request but a different customer. We don’t have a way to track the most important and commonly asked for features from our customers. A direct integration with Shortcut (similar to the integration with Productboard) would go a long way in ensuring clarity between the two teams. CSMs could also stay in Gainsight to view/add tickets rather than having to manually hunt them down in Shortcut.
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