For Timeline, the current expected behavior when creating a manual timeline entry is:
“The default Activity Type displayed depends on the historical usage (most used Activity Type for the given company or relationship).”
However, Email is used so much from the Gainsight Assist feature that almost every record will default to “Email”. But most users never manually add an Email type entry to Timeline. It would be preferred to either allow the default to be defined in Administration or allow users to define their own default type.
New Idea
Define Default Timeline Activity Type
@john_apple We have a lot of feedback from our team internally as well after this update. Most of the options that are defaulting currently are not options that are manually selected. We have a (generally speaking) four different meeting types that an end user would select & more often then not, we are not meeting with these customers commonly enough that any one of those four default. Our common default type that appears is Email, Support Chat, & Milestones depending on the customers journey. This has required our reps to add a minimum of two additional clicks every time they log an activity.
After talking about it as an Admin team here, we don’t know if we have a great use case for defaulting any types at all, but if we could (at a minimum) default on User Roles, that would potentially look to provide us with a little bit more flexibility, but we are also very happy to look at other solutions if anyone has recommendations!
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