Skip to main content
sarahmiracle
VIP ⭐️⭐️⭐️⭐️⭐️
September 7, 2022
Released

Make editing of timeline activities a user configurable permission

Related products:CS Timeline & Activity Tracking
  • September 7, 2022
  • 52 replies
  • 1510 views

I couldn’t quite find a product request that matched, but there are several out there about allowing non-author of Timeline activities to be able to edit.

I’d love to a configurable permission to either allow or disallow a user’s ability to edit Timeline activities not logged by that user.

The use case for us is that CSMs log timeline activities in the future to reference a scheduled interaction. If CSMs leave or accounts change hands, that new account owner may need to edit the future scheduled timeline activity, to add Notes or adjust any other timeline details.

52 replies

bradley
Expert ⭐️
September 7, 2022

Seems like that would pair well with MDA History tracking, so if people had concerns about timeline entries being edited you could audit those changes if need be.

sarahmiracle
VIP ⭐️⭐️⭐️⭐️⭐️
September 7, 2022

I love that. I just feel that this is inconsistent with other areas of the product, like CTAs for example, which are totally editable by end users regardless of CTA owner or not. It really makes the reasoning of “to preserve integrity of timeline entries” not hold up, and seems more like a product inconsistency than a thoughtful product decision.

Customer Success Systems Admin @ Amplitude, 3x Gainsight CS Ops Product Council Member
davebrown2242
Helper ⭐️
September 7, 2022

100% Great point @bradley 

DB
bradley
Expert ⭐️
September 7, 2022

I love that. I just feel that this is inconsistent with other areas of the product, like CTAs for example, which are totally editable by end users regardless of CTA owner or not. It really makes the reasoning of “to preserve integrity of timeline entries” not hold up, and seems more like a product inconsistency than a thoughtful product decision.

100% agree - it makes transferring accounts or even making updates/changes when folks go on leave (two pretty common occurrences) that much harder to manage.

puna.paahana
Contributor ⭐️⭐️
September 7, 2022

+1 to this idea. We needed to update numerous Timeline entries that were ghost entries that were auto created for our Exec team. We ended up needing to edit the entries and ran into this road block. 

sarahmiracle
VIP ⭐️⭐️⭐️⭐️⭐️
September 8, 2022

@ophirsw related to our conversation on UI inconsistencies! 

Customer Success Systems Admin @ Amplitude, 3x Gainsight CS Ops Product Council Member
Helper ⭐️
September 21, 2022

As an admin I need to be able edit the timeline entries and ideally also provision who can edit timeline entries and audit them. In scenarios where the author of a timeline entry is inactive and the information in the timeline needs an update, we are stuck with incorrect information!

We have a use case where timeline entries are associated with one or more CTAs. We are not able to update the timeline entry associations because the author that owns it is not an active user.
We also have scenarios where we would like to tag additional companies, update the links added in the notes etc. that needs editing and none of that can be done now. Now I am stuck with partial and incorrect data that goes into reporting and I have to explain my managers each of these discrepancies which is not resonating well.

@Ravinder Singh @ddietiker 

alizee
VIP ⭐️⭐️⭐️⭐️⭐️
September 22, 2022

+1

The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
jrich
Contributor ⭐️⭐️⭐️⭐️
January 12, 2023

I just am finding out that some of our CSM timeline activities that were incorrectly added to a Company cannot be moved.  This impacts our last engagement rules.  Please prioritize the ability to edit for Admins, this is a major need for many of us!

ddietiker
Gainsight Employee ⭐️
Gainsight Employee ⭐️
January 12, 2023

@jrich were the CSM timeline activities added automatically via an integration or by a CSM?