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Hi everyone

We are new to Gainsight. We currently communicate with customers using zendesk ( for customers onboarding) as it captures threads well and nothing is lost. Now we are on Gainsight I don’t want to use Zendesk anymore, however the Gmail sync with Gainsight doesn’t log threads to the timeline and I’m worried we will loose track of customer communications.

I wondering what everyone else does.? Do you use Gainsight, Gmail sync to timeline or do you still use zendesk.?

 

Thanks for you insight!

Sonia

Hi Sonia,

Welcome to the Gainsight Community!

To keep track of customer emails, our CSM's are using the email to timeline functionality (unique email address added in BCC) or the Gainsight Assist Chrome add-in to forward relevant emails to the Gainsight Timeline. Replies from customers are indeed not automatically added to the Timeline, so CSM's are forwarding these emails when they arrive.

It does sound as a nice feature idea to be able to flag specific emails to be logged to Timeline as threads though, so if I were you, I'd log it to the CS Ideas section of this Community as well.

Kind regards,

Jef

Welcome to Gainsight Community!!

@sleighton Here are the few articles to help you

https://support.gainsight.com/SFDC_Edition/Timeline/Admin_Guides/Configure_Email_to_Timeline

https://support.gainsight.com/SFDC_Edition/Timeline/Admin_Guides/Configure_Email_to_Timeline

https://support.gainsight.com/Gainsight_NXT/Email_Assist/Chrome_Plug-in/Gainsight_Assist_Chrome_Plug-in_User_Guide

https://support.gainsight.com/SFDC_Edition/Email_Assist/Chrome_Plug-in/Gainsight_Assist_Chrome_Plug-in_FAQs  FAQ’s on Chrome Plugin.

Please let us know if you need any help on the product areas. 

@Jef Vanlaer Thanks for the quick comments. 

 

Thanks for the feedback guys - much appreciated:ok_hand:

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