I would like to formally request significant usability improvements to the Notes / Text Box within Timeline Activities in Gainsight.
At present, the editing experience is becoming increasingly frustrating when capturing customer engagement notes which is a core workflow for Customer Success Managers.
There are several key challenges impacting usability and efficiency:
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No Undo Functionality
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There is currently no way to undo actions while writing notes.
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This is especially problematic when entering structured updates (e.g., bullet points).
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If an accidental change is made, the user cannot revert back — meaning content often needs to be rewritten from scratch.
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An Undo / Redo capability is essential and standard in modern note-taking environments.
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Bullet Point Formatting Issues
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When writing structured notes using bullet points, if a user accidentally presses backspace on the next line, the formatting unexpectedly changes (e.g., converting text into a bullet).
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Once this occurs, there is no way to undo the action, creating unnecessary friction and slowing down documentation.
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Inconsistent Font Sizing
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Font sizes occasionally shift while typing or pasting content.
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This leads to inconsistent formatting within a single Timeline entry and requires manual cleanup.
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It also reduces professionalism when reviewing Timeline activities later or using them in executive briefings.
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Given that Timeline entries are the single source of truth for customer engagement history, these limitations directly impact:
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Productivity
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Data quality
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User adoption
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Confidence in the platform
Enhancing the text editor to include:
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Undo / Redo functionality
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More stable bullet formatting behavior
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Consistent font handling
The above suggestions would significantly improve the day-to-day experience for end users and support stronger documentation discipline across Customer Success teams.
Thank you for considering this request.