Sync customer requests with Shortcut

What is Shortcut?

Shortcut helps teams plan, track, and manage software projects by organizing tasks and workflows in a collaborative environment.

Why should you connect Shortcut to Cycle: Key benefits

Customer feedback comes in all forms & shapes (Slack messages, call recordings, screenshots, emails, ...). In many cases, a single customer feedback will contain multiple requests which means you won't be able to create a unique issue from it. You'll also want to keep track of the customer submitting the feedback, but issue trackers don't have a "customer" object to do so. If you're currently creating an issue for every incoming request, you'll quickly find yourself with a graveyard of issues and a bunch of people expecting an update that they'll never get.

By connecting Cycle to Shortcut you'll be able to

1. Create Shortcut issues automatically from Cycle when you commit to delivering a new feature or addressing a problem.
2. Connect feature requests directly to items on your roadmap. That way you'll reconcile product discovery & delivery workflows
3. Automate status updates between Shortcut and Cycle to close feedback loops with your customers.
4. Push customer context & product documents (scopes, PRDs, etc) to Shortcut

How the Shortcut integration works

When a feature's status changes in Cycle, it triggers Shortcut to create a new issue. The issue's URL is added as a property to the feature in Cycle.

As the issue's status changes in Shortcut, the feature's status in Cycle is updated as well. Stakeholders with quotes linked to the feature will automatically receive updates in a feedback loop.

Quick setup

Creating issues and tasks from Cycle:

1. Open your Cycle workspace settings > API > create webhook. Create a webhook that listens for status changes.
2. Filter the webhook events based on the specific status ID change you want to use as trigger.
3. Use the filtered webhook events to create a new issues in Shortcut.

Update Cycle based on status changes in Shortcut:

1. Setup a webhook in Shortcut to listen to status updates.
2. Based on the task's url, search for the corresponding doc in Cycle.
3. Update the Cycle doc's status property accordingly.