Hi ,
Being a new admin, I have a quick question about email to timeline functionality.
So far, the email functionality seems to be working with gmail (until we run into major issues... fingers crossed!).
But our team sends out meeting notes to our customers via our Project management app teamwork.
We noticed that when the email is sent out, the FROM email address is listed as xxx@teamwork.com
Because of it being not recognized, the email is never received within Gainsight
Steps followed so far:
1. We have now added this account in SF under our org Visier. The Visier is now listed as one of the customer accounts in Gainsight.
2. I have added this as an active user in Gainsight (Admin > user management). But a license is not provisioned. Our SF admin provisions licenses. But I dont think that would be an issue, please correct me if I am wrong!
3. Enabled Timeline email functionality and added @teamwork.com as a domain from where GS can accept emails.
4. Enabled email to timeline functionality (just in case!)
But I dont see this as an internal attendee but as an external attendee when I try to attach this in a timeline activity.
Is there anything I am missing to allow accepting emails from this email address ?
Thanks!
Question
Testing BCC email to Timeline feature via an app (project management app)
+3Hi Sainyam,
I know for a fact, that you are getting email validation errors. I have looked over your current config, and have not seen an approach like this before. I think our best bet is to have a screenshare, so I can capture exactly what you are attempting and pass that along to other internal teams. That is going to save both of us some time. I can show you the Email Authentication errors that I am seeing, as well as check the logs in a more time specific manner to your tests from these Teamwork emails. I currently hold your support ticket for this issue and have essentially requested the same route forward there as well.
Regards,
Dan - Gainsight Premier Support
I know for a fact, that you are getting email validation errors. I have looked over your current config, and have not seen an approach like this before. I think our best bet is to have a screenshare, so I can capture exactly what you are attempting and pass that along to other internal teams. That is going to save both of us some time. I can show you the Email Authentication errors that I am seeing, as well as check the logs in a more time specific manner to your tests from these Teamwork emails. I currently hold your support ticket for this issue and have essentially requested the same route forward there as well.
Regards,
Dan - Gainsight Premier Support
+5Aditya Marla and Nitisha Rathi, will you be able to make a comment here? I know that this is not the intended use case for bcc to Timeline. Looks like this is hard fail on email authentication. Sainyam, is there is a way for Teamwork to send the email as the user instead of them as this is causing email policy authentication issues? That will be the solution.
Hi Sainyam,
The BCC email is unique for each user and the system maps it with the ‘from’ address before adding it in the Timeline. Since you are sending emails via address xxx@teamwork.com, the mapping fails. We will enable this capability in future but as of now, the email needs to come from the actual user email.
Thanks,
Nitisha
The BCC email is unique for each user and the system maps it with the ‘from’ address before adding it in the Timeline. Since you are sending emails via address xxx@teamwork.com, the mapping fails. We will enable this capability in future but as of now, the email needs to come from the actual user email.
Thanks,
Nitisha
+3Hi Sainyam,
Based on the feedback that Meenal and Nitisha provided, I still think it would be worth your time to consider the workaround I suggested on 2/15. On our meeting you showed me that you are attempting to add the BCC to timeline address string directly from the Teamwork application, and as previously mentioned, that is currently not something that is supported within this functionality.
If you were to send the Project workbook email to your own work email and then forward that email from your work email to the relevant customers (and use the BCC to Timeline string directly from your work email) I think you would be able to get this to work. This might echo what Meenal alluded to as well, but I think that is going to be your best bet for the time being.
Based on the feedback that Meenal and Nitisha provided, I still think it would be worth your time to consider the workaround I suggested on 2/15. On our meeting you showed me that you are attempting to add the BCC to timeline address string directly from the Teamwork application, and as previously mentioned, that is currently not something that is supported within this functionality.
If you were to send the Project workbook email to your own work email and then forward that email from your work email to the relevant customers (and use the BCC to Timeline string directly from your work email) I think you would be able to get this to work. This might echo what Meenal alluded to as well, but I think that is going to be your best bet for the time being.
Dan Wiegert - Gainsight CS Ops
Hi Meenal, Nitisha & Dan,
Thank you for your input on this.
I just want to mention the reason why this is important for us to enable.
Our Project management Team works heavily within teamwork app. Copy/pasting and duplication of efforts regarding the meeting notes from Teamwork app has been highlighted as a pain point and is hampering gaining Gainsight Adoption within the team.
Enabling this feature will help us increasing the adoption and let us focus on leveraging other features of the application.
Our next step is to get in touch with Teamwork support team to see if they can help us whitelable the domain.
Thank you for your input on this.
I just want to mention the reason why this is important for us to enable.
Our Project management Team works heavily within teamwork app. Copy/pasting and duplication of efforts regarding the meeting notes from Teamwork app has been highlighted as a pain point and is hampering gaining Gainsight Adoption within the team.
Enabling this feature will help us increasing the adoption and let us focus on leveraging other features of the application.
Our next step is to get in touch with Teamwork support team to see if they can help us whitelable the domain.
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