Over the past months, we have run into a few separate issues that required us to create a ticket over topics that I feel should’ve been fixable by us as the admins. My request/improvement is to increase the error notices or the context provided to Admins regarding errors.
The first example is regarding uploading an email to Timeline, the subject was the same as another post in the same account’s timeline, giving the very vague error message of “Unknown Error”. Requiring support to have to come in and tell us what that Unknown Error was.
The second example, when wanting to set up the Connector for Zendesk to get ticket info into GS. We received multiple jobs failing notices stating "error occurred while fetching object," we had multiple tickets open on the topic, just to find out that Zendesk only allows 50 records per API call. Something that is a clear answer but not communicated to the Admins at all.
Lastly, we ran into a major data discrepancy issue with PX data in CS, using the Daily Aggregated data. It is NOT clearly communicated that the data in that record is only stored for 90 days. There should be some sort of clear messaging when using those Daily objects and a date field. The support team, although very kind and responsive, were unable to tell us that this was the issue (a predetermined Gainsight setting that should be easily communicated) for OVER a month. Meaning, we thought that all of our usage data from PX was unreliable for all that time.
And this is just a few examples, there are more that I can come up with if necessary. Even if this means Error Codes that GS Admins have to find and investigate, it would be a huge improvement, saving both that GS admin’s time AND the GS Support team.
