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allie_gold
allie_gold
Helper ⭐️
May 24, 2016
New Idea

If anything is changed on CTA, CTA status should change from "New" to "Work in Progress".

  • May 24, 2016
  • 23 replies
  • 229 views
If anything is changed on CTA by our CSMs, such as CTA due date or any comments or posts recorded, should change from "New" to "Work in Progress". That shows that the CSM has engaged with the CTA to some extent.

At least having this option as a checkbox ("Change Status Based on Activity" on the Cockpit Configuration section on the admin page on Gainsight) would be great.

    23 replies

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    steven_doty
    steven_doty
    Contributor ⭐️⭐️⭐️
    June 22, 2018
    ^fourthed(?)

    A selector in configuration that lets the admin choose what types of changes indicate Work in Progress status would be best. I don't think you will have 100% consensus on what constitutes engagement. Options should include reassignment, date change, completion of at least one task, applying a playbook, things like that.
    rob_deaderick
    rob_deaderick
    Contributor ⭐️⭐️
    August 4, 2018

    Also interested in this.
    darkknight
    darkknight
    Expert ⭐️
    February 22, 2019
    Is there an update on this? Hitesh's comment on this thread (from 2 years ago) said it was on the roadmap.

    Another post from a year ago where Hitesh said it was on the roadmap: https://community.gainsight.com/conversations/cta-in-progress-5bc73e13e4b04588aaf865c1

    And another posted 4 years ago where Sundaresan said it was on the roadmap and Hitesh commented 4 months ago also that it was on the roadmap. https://community.gainsight.com/conversations/syncing-cta-status-in-progress-with-task-status-5bc73e16e4b04588aaf86895

    Here's another community post from 3 months ago asking for same thing: https://community.gainsight.com/conversations/the-csms-want-the-cta-status-to-move-to-work-in-progress-when-the-first-playbook-task-is-completed-5bfdb47be4b008b0aea9c130

    And another posted 4 years ago where Sundaresan said it was on the roadmap and Hitesh commented 4 months ago https://community.gainsight.com/conversations/syncing-cta-status-in-progress-with-task-status-5bc73e16e4b04588aaf86895

    Exactly where on the roadmap is it? This seems like a popular request.

    My leadership team was disheartened when I told them CSMs would have to manually move their CTAs to "Work in Progress" if they wanted to track based on the status.

    Jeff Kirkpatrick
      parimala_agnihotri
      Helper ⭐️
      September 12, 2019
      Where is this on the roadmap? Looks like this ask existed for a while. We are currently facing the same problem where the CSMs have to manually go update status each CTA they are working on.

      Or atleast have an option to be able to update CTA status via rules engine

      lmandel
      Contributor ⭐️⭐️
      August 13, 2021

      Hi,

       

      Seems like this is a popular request and my organization would like to have it as well.  Also this request is 5 yrs old; can someone re-evaluate this?   It would be one less thing for CSMs to do, especially when they have so many tasks, this can be easily forgotten (change the CTA status to ‘Work in Progress’).  

       

      Thank you!

        sarahmiracle
        sarahmiracle
        VIP ⭐️⭐️⭐️⭐️⭐️
        September 9, 2021

        Chiming in as well. I was just about to request this myself -- specifically, when a task is marked as complete, automatically change CTA status to “Work in Progress”

        Customer Success Systems Admin @ Amplitude, 3x Gainsight CS Ops Product Council Member
          bradley
          bradley
          Expert ⭐️
          September 9, 2021

          it would be nice to see something like this update dynamically

            obarrette
            Helper ⭐️
            September 10, 2021

            +1 to this! 

            sriram pasupathi
            sriram pasupathi
            Helper ⭐️⭐️
            September 13, 2021

            Thank you for the feedback everyone. This is something we are evaluating. We will provide timelines once we figure out all the cases around this. Thank you again.

              darkknight
              darkknight
              Expert ⭐️
              August 7, 2023

              @anirbandutta looks like @sriram pasupathi left Gainsight over a year ago. 

              Can we get some eyes on this? It’s got 47 votes and is one of the more common irritating issues that I hear from CSMs about. It’s a pretty clear-cut use case. 

              Thanks!
               

              Jeff Kirkpatrick
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