Using the GS Assist Gmail Plug-in, when logging an email thread, or a received inbound email from a customer (not when logging from the Compose window), the Activity Date/Time that syncs back to GS Timeline is the date/time the email was logged, not the date/time the email was received. Meaning, that if a customer emailed me on November 10, and I was out of office that day, so I logged it to timeline on November 11 when I was back in office, the activity date/time for the email activity in timeline would show as November 11.
My request is for the date/time on the activity logged in Gainsight match the email metadata of when the email was received.
I think my idea title is misleading -- it should say “Request for GS Assist Gmail Plugin activity date/time to match email metadata instead of date/time of email being logged”
Would like this capability for Outlook plugin as well.
Voted, Seconded. Need this for Outlook; when initially moving to gainsight, we get no benefit from the “time” part of the timeline when ingesting pre-gainsight customer interactions
@GameChangerAdmin Can someone from the Gainsight team provide an update on this. The date and time in timeline should match the email metadata not the date it was added to timeline so we can accurately track our customer comms.
Hi,
Thanks for pointing this out.
Will keep this item as part of backlog.
Thanks
Samarth
Agree!!!! It doesn’t make any sense to log it with the date it was tagged...should be date the actual message was sent.
Thank you for pointing this out. We will look into this and get back.
cc @anirbandutta
The following idea has been merged into this idea:
All the votes have been transferred into this idea.
A CSM asked for this today. It doesn’t make sense to them that the calendar plugin respects the date/time of the event but the email plugin does not. We use the Outlook plugin rather than the Gmail but the concept is the same.
I also found another post regarding this idea
.
Thanks,
Rhonda
The following idea has been merged into this idea:
All the votes have been transferred into this idea.
The following idea has been merged into this idea:
All the votes have been transferred into this idea.
This just came up for my team as well. After implementing last month, CSMs are trying to log important emails from the recent past and are running into this issue. Would love to see this update so that the chronological nature of the timeline is preserved.
This came up on my team as well today. We need to be able to use the email date/time as the activity date for users to be able to catch up with past emails. It impacts our engagement scoring processes.
This one has come up from our CSM team. They’d like to build conversation history in a chronological order in Gainsight based on original email timestamp. Can we consider this enhancement?
This one has come up from members of my team as well (we use the Outlook plugin).
I’m not sure why it behaves the way it currently does, it just doesn’t make sense to me. Activity Timeline has two dates in play here. Created Date & Activity Date. To me, the Created Date should capture the date/time when the email is logged, and the Activity Date should capture the date/time the email was sent/received from the email metadata.
I’m not sure why it behaves the way it currently does, it just doesn’t make sense to me. Activity Timeline has two dates in play here. Created Date & Activity Date. To me, the Created Date should capture the date/time when the email is logged, and the Activity Date should capture the date/time the email was sent/received from the email metadata.
This comment hits the nail on the head
Still would like to see this implemented
I agree with this request and upvoted. It's a common one from our CSM team as well.
This would save a lot of time
Hello all, considering the fundamental aspect of an email activity to have Email Date as the Activity Date , we plan to implement this as a default assignment when timeline activity gets logged. Please let us know incase this has any other implications.
Hi @ChiragJ ,
Could you please share a tentative timeline for this enhancement?
Additionally, if feasible, it would be beneficial to have an option to set the Activity Date during the logging process from Outlook.
Hi @ChiragJ ,
Could you please share a tentative timeline for this enhancement?
Additionally, if feasible, it would be beneficial to have an option to set the Activity Date during the logging process from Outlook.
If I’m not mistaken, this is coming in the next release. See the release notes here. Search for the phrase: “Timeline Sync with Email Metadata”. So this should be coming by next weekend at the latest.