Automatically Log All Emails to Timeline

This is very important for our teams to ensure all communications are logged without the risks associated with manual processes. I agree that admin enablement of this feature would be preferred.

The question is, why would you not want to automatically log emails? Sure there may be the few items that don’t need to be logged and stored in the system, and if that’s the case, then make that an option for admin to control: to allow the deletion of logged emails, either by CSM or by manager. 

However, asking busy teams to introduce extra steps when sending out emails to remind the system to log it in, or to have to log in each email they receive from a customer is borderline ridiculous. In a fast paced world - ALL CLICKS MATTER. 

You are just asking for lost data and records. CSMs are used to send emails and a lot of times steps are muslce memory. Having to stop, what is normally a very natural process of keying in an email address and hitting send, to check and click extra boxes or add in other names to log, is just asking for mistakes. 

And I can’t even imagine coming back from weekends/holidays/vacations - having to not only go through the emails to catch up on, but then also having to take the time to go back and log each item to the customer’s account. 

In this day and age of tracking, this just seems like a huge waste of labor hours. Why block the 100s or 1000s of emails, to proctect the “what if” of a couple ones getting logged that shouldn’t.

Labor hours equal money. Less clicks means less time in process. Automation means less mistakes, which also causes money cleaning up messes that could have been prevented with proper tracking. 

This is an absolute must, if you can’t have an accurate log of customer communications it makes it so much more difficult to do anything with that customer. Making this a manual motion leaves so much room for error and missed communication logs. This is the largest drawback of Gainsight I see so far. 

We have taken a note of this and is part of our near term roadmap.

I think that would be a great idea. If admin decides to not track emails for any reason, let those be the one offs. But for the majority, automatic email logging is crucial to the daily operations and to over all quality assurance/tracking. 

Any updates on this, folks?

My team will be receiving a great number of tickets from ZenDesk and our leadership would like to have them logged to timeline. Doing it automatically would be of great value.

Thanks in advance!

We are likely going to have to pursue logging all emails via going Outreach plug in > Salesforce Activities > Gainsight Timeline to solve for this.

It would be much more preferable and much less work for us if the Gainsight Gmail plug in could just have a setting to automatically log all emails to timeline.

This is something my CSMs are asking for as well! One less admin task for them to think about 😆