Hi,

Currently if a user @mentions another user on a Timeline entry, that triggers an email to the @mentioned user. As of now that email provides multiple avenues to link out from the email (‘View Comment’, ‘View Activity’ and a hyperlink as well). All of these lead back to Salesforce, which then requires a certain level of access/permission to see the details within Salesforce. Our teams (and many others I would assume) don’t have this level of permission, so it essentially leads to a dead end. It requires the CSM manually search for the customer in Gainsight to then pull up the full comment/conversation.

It would be great if the paths of these links could be edited to redirect our teams back to the Gainsight Timeline/comment for this customer (or any other link). This would create a much more seamless and natural way to continue the interaction if needed. Here’s a screenshot of the email I’m referring to when a user is @mentioned.

Thanks for your consideration!

Ryan