Enable threaded replies from email client responding to Timeline @ mention email

Hi Tyler,

Yes, this is the plan and on the short term roadmap.

Thanks,

Nitisha

Hi! I’m curious to get an update on where this stands in the product roadmap? We’re currently testing more robust use of Timeline @ mentioning and commenting to bring collaboration across teams out of email and into Gainsight (where we can actually report and expose across the org!) but are getting push back on the ease of use. When other tools, like Zendesk, allow a user to reply directly to the notification email they receive, that tool “seems” like a more efficient option… Would be great if we could assure our users that this functionality will be available in Gainsight soon!

@nitisha_rathi any update on this?

@trevor_shand Will discuss it internally.

In the meantime lets put this as a product idea to get upvotes & comments from community.  

hello everyone,

any updates on this? My company is also looking to see if this is a possibility as we are getting unneccessary number of timeline entries for conversations within a email. 

My other concern is how does it effect customer cheat sheets? @shantan_reddy Just curious if this enhancement can be prioritized based on possible risk to this feature?

Best Regards, 

Darshana Shah

@darshana.shah Can you elaborate pls how this is creating unneccessary number of timeline entries for conversations within a email. 

Each email is a separate timeline add. Is there a way for GS to thread emails like Outlook? 

Commenting here because I was told this feature is coming soon, but we would really benefit from this feature. It would be a much cleaner experience for users to be able to review threaded messages in Gainsight instead of having to search timeline for emails with the same subject and then piece conversations together from those. Additionally, it’d be great for us to be able to report on things like Time to Reply for some of our customers if incoming and outgoing messages were both logged in a single thread!

Also posting here to share an idea I just created that is quasi-related because I think it’d be great to be able to send JO emails in the same thread 👀 just in case this is something other folks with this issue are also experiencing. 

Hey Everyone, With release of the Auto Email Capture feature, which auto logs emails from Gmail and Outlook , we have enabled Email Threading in Timeline and maintains conversation threads like the Email providers. 
With respect to the original ask about sending emails to the mentioned users.  ​@ssamarth can you please comment? I will make the status Open for now.