Gainsight Employee ⭐️⭐️

Issue with Gainsight Plugin/Timeline

Forum|Forum|4 years ago
November 4, 2021
11 replies
652 views

UPDATE: We have pushed a fix for this and confirmed this is now working as intended. This issue was due to an upgrade on Gmail client, which caused an issue with our plugin. We have now resolved this and updated our plugin to reflect the changes. No further action needed for customers that experienced this issue.

Please be aware that we are working through an issue submitted by multiple customers. The issue is that when logging timeline updates via the plugin, the updates are saved as “draft”, and not tying back to the customer record.

ETA: We are working with our Engineering team to get an estimated of a fix date/time on this. Will continue to update this thread as we get more information

Workaround: Once the timeline is updated and saved as a draft, login to Gainsight, and choose “Timeline” from the left side bar. Once there, you will see “Drafts” in the top right corner of the page. Here, you can associate your drafts with the account, and save to the correct account.

bradley

Expert ⭐️

When you say ‘the plug in’ are you referring to the Gmail client, Outlook client, or both?

edit: @mandy_major @Cornelia

TMaier

Helper ⭐️

Mandy, appreciate the info - I cannot express strongly enough how disruptive this is. The assist plugin is an awesome tool, which means that our users are HEAVY adopters. Hoping for a speedy resolution.

FWIW, I believe in our internal testing we found that if a user simply clicks the Assist status icon in a sent email within their email client once it shows up as the orange “Draft”, it will automatically retry and log successfully. This can potentially be much more convenient for users, because they will not have to manually reassociate Company and External Attendees as they would if they reconciled the Draft in Gainsight Global Timeline.

kstim

Helper ⭐️⭐️

Following -- thank you for posting this update!

heather_hansen

VIP ⭐️⭐️⭐️⭐️⭐️

Following

matthew_lind

VIP ⭐️⭐️⭐️⭐️⭐️

Following - and thanks for posting here @mandy_major

Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?

C

CrisCosta

Contributor ⭐️⭐️⭐️

Hi Mandy,

Thank you for the workaround.

Look forward to seeing the issue resolved.

Do you know the date the issue started?

TMaier

Helper ⭐️

Cris, our org started seeing issues around 10/28 but because of how Google stages their rollouts you might not have been impacted by the Gmail update at the same time - it may be +/- a few days for you guys.