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I say CC because ZD tickets do not allow for a BCC. We have our Pro Serv team all using ZD tickets for project communications that look like they come from a Pro Services alias, set up as a Group in ZD. They get signed off with their individual information, as they each have their own login to ZD. I am hoping to have their external communications logged to the Gainsight timeline, and so I have set up Pro Services as a user in Gainsight and set it up for Gainsight’s BCC to Timeline feature, which I have confirmed that we are able to send to CC also. I have also verified the Gainsight widget within the ticket is appearing correctly as linked to the right company, and that the Requester’s email is associated with a Company Person on that org. However, we are continuously receiving errors and not a single email has logged correctly. 

Any ideas on how to approach this? 

@gunjanm - do you have BCC to Timeline working for general emails? Curious if this is just an issue with your ZD solution or if it’s something broken on the BCC to Timeilne feature in general. 

If it’s just not working for your ZD emails, I would recommend contacting support. There must be something in the email that is getting blocked for some reason. 

General emails are working yes @jean.nairon. We’re getting on a call with support today. The ProServ team can’t even see the Gainsight widget on the ticket, which is another issue as the login is their personal account for that. 

General emails are working yes @jean.nairon. We’re getting on a call with support today. The ProServ team can’t even see the Gainsight widget on the ticket, which is another issue as the login is their personal account for that. 

@gunjanm is your query solved/ answered by our support team? Do you still need any help here?

 

Yes, but @prithvi_vihari and Prathap K can probably describe both problems’ solutions better than I can. Support tickets 112960 and 112071 if you want to take a stab at it @sai_ram !

Yes, but @prithvi_vihari and Prathap K can probably describe both problems’ solutions better than I can. Support tickets 112960 and 112071 if you want to take a stab at it @sai_ram !

@gunjanm Awesome! Both the tickets are closed. Thanks!! 

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