Duplicating existing timeline entries as new records

@jmuhiu thank you for sharing this request here, I have redirected this to our product team.

You might find this enhancement helpful: 

I heard that it is coming. Not sure if there is a new update. Do you know @dan_ahrens?

Tentative goal is to do timeline templates by the end of this year, but with agile processes, it’s always possible that something could pre-empt that plan. 

Thank you @dan_ahrens!

@jmuhiu Ability to clone an activity can also help your use case. Cloning an activity is something on our long-term roadmap.

I would love this ability for my CSM team.

There is a large amount of time required for our CSMs to enter activities that may be the same or similar across many customers. Giving them the ability to duplicate/clone an activity and associate it with another Enterprise/Company would cut down the amount of administrative time they need.

Cloning an existing timeline activity has been part of our long-term roadmap but unfortunately we have not been able to pick it up due to other high priority features. I will discuss this internally, and will update this thread as we get visibility on timeline for this feature.

Totally agree with this idea! For us at Zendesk, this is particular useful when we are logging account risk and duplicating the timeline record will save us from copying and saving the last entry, in particular when there is a scenario of “no update”.

Our Customer Success Managers are currently logging their timeline activities in Gainsight, which are then synced back to Salesforce. They require two lookup fields that cannot be created on the existing Timeline object. Therefore, we have requested that they create a new timeline entry. However, at present, they are unable to clone an existing timeline activity and update it with their own details. Enabling cloning would reduce the number of clicks required and help maintain consistency across entries.

Our organization relies on Salesforce Case records for workflow management across multiple teams. After onboarding Gainsight, we set up a process where users create Timeline records in Gainsight, which are then logged as Case records in Salesforce. However, many Case records are repetitive, requiring only minor changes. In Salesforce, users efficiently handle this by cloning existing Case records and updating the necessary fields.

Currently, Gainsight does not offer the ability to clone Timeline records. This limitation has led to decreased user engagement, as users find it cumbersome to manually recreate similar Timeline entries. As a result, adoption of Gainsight for logging related Timeline records has been negatively impacted.

To streamline workflows and encourage adoption, we request the addition of a "Clone Timeline Record" feature. This would allow users to duplicate an existing Timeline record, edit as needed, and save it as a draft. This functionality would significantly reduce manual effort, improve accuracy, and enhance user satisfaction.

Please prioritize the development of a "Clone Timeline Record" feature in Gainsight. This enhancement will align Gainsight's functionality with Salesforce, support efficient workflows, and drive greater user adoption.