Hi Team,
As of now If there are more than 33000 characters then Email to Timeline will fail, Is there any plan of increasing the limit if not can we use truncate option here where the Notes till 33,000 characters are updated its truncated after that. Many users have reported that they are unable to use this due to this error.
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Yes, this is planned in the short term
We are having our CSMs do additional work in tracking the failed emails and manually update them. This is not scalable. We need the email to timeline either increase the limit OR truncate automatically and indicate the same when logging partial message.
We have plans to fix it by truncating >33K characters but there are technical challenges involved in maintain the HTML formatting. We are working on solving them.
Any updates on this request? We have users who are mentioning email chains with history are regularly hitting the limit. I know we would have history stored in GS - but keeping the history in the email chain is relevant to the customer conversation. Also - wondering if graphics impact this at all - or if it is limited to characters?
Any update on this request?
This is impacting me and folks on my team as well. Truncate by default if necessary would be preferable to hard exclusion from my perspective.
We have not been able to prioritise this because of other high priority items. However, we plan to address this soon. Will update the thread once there is some clarity on priority.
Adding my +1 here as this has been annoying me recently. #csmqol
We are also experiencing this as well. We are also trying not to create a lot of noise in Gainsight by logging every email, but only emails that are furthering the conversation/relationship, so often there may be several threaded emails when we go to log it into the Timeline.
+1 for truncate, would love to have the paper trail, and the most recent replies are most important since we log every interaction anyways.
I did want to mention that a similar thread is happening here on the community. It may be wise to continue to upvote that post to keep the Upvotes condense and increase visibility to the Enhancement.
Ignore the above post! I meant to link another Community post to this thread. Continue on!
All the votes have been transferred into this idea.
Merged the 2 Ideas so that it is easier to monitor. Thank you@ebell .
Our users are moving from SFDC to Gainsight for logging Activities and the limitations are causing poor sentiment and I worry it will impact our adoption.
All the votes have been transferred into this idea.
Hi@Bhawya !
Can you please provide us the ETA on this feature request? Our Organization is also affected with this issue and gets very difficult to log timeline entry automatically. There are high chances to miss out the imp information from logging to timeline due to manual logging attempt.
Looking forward to hear from you soon.
Something I encountered in my previous GS admin role is the fact that the GS Assist Outlook plug-in tries to pass the full URLs in an email to the timeline, which obviously can put an email over the character limit pretty quickly. It’s compounded if your organization uses any sort of URL screening for inbound emails. Increasing the character limit seems like a relatively quick fix for this as well.
Hello@Bhawya
Can you please provide us with the latest update on this matter?
Approximately 84 members have identified this as a concern, and we continue to receive support cases related to it. It will help our customers if we decide on a solution on this.
Thanks in advance!
Hi Team,
Given the overwhelming number of requests we understand the need for this feature and we are actively working on identifying the optimal solution option internally.
Rest assured, we will keep you updated on our progress and findings within this thread.