Allow Non-Owners to Edit Specific Fields on Timeline Activities (e.g., Associate to CTA)
Currently, permissions for editing a Timeline activity is restricted to the record's owner or you can provide a permission that allows a given user to update all timeline entries (or admin-level overrides), even for fields that are purely organizational/associative rather than content-related such as linking the activity to a Call to Action, Success Plan, or other related record.
This creates friction in common cross-functional scenarios where activities are auto-captured via email integration (e.g., Gmail/Outlook sync, Salesforce activity sync) from team members outside the CS org such as Sales, Support, Services, etc. who don't have Gainsight licenses or don't actively use the platform.
Example use case:
A Sales or Support rep emails a customer, and that email is auto-captured as a Timeline activity via CRM/email sync. As the CSM managing the account, I identify that this interaction is relevant to an active Risk CTA I'm tracking. Today, I have no way to associate that activity to my CTA because I don't own the record even though I'm not attempting to edit the content of the note, just add a relational link.
Requested Enhancement:
Introduce field-level edit permissions on Timeline activities, separate from full record ownership. Specifically, allow non-owners (with appropriate role/permission) to edit associative fields like "Related CTA," "Related Success Plan," or similar linking fields without requiring ownership or edit rights over the activity's core content (subject, notes, type, etc.).
Business Impact:
- Improves cross-functional visibility by allowing CSMs to build a complete picture of customer engagement across teams, even when those teams don't use Gainsight directly.
- Reduces manual workarounds (e.g., creating duplicate manual Timeline entries just to attach context to a CTA).
- Strengthens the reliability of CTA history/audit trails by linking to the original source activity rather than a re-created one.
- Supports broader adoption of auto-capture integrations, since the value of captured activities increases when CS teams can actually act on them.