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This is a very common scenario:  Pool CSM team establishes a shared inbox so they can manage inbound requests and responses from customers without serving as a “named” resource on an account.

Problem is, those email exchanges cannot be logged to Timeline because Gainsight Assist doesn’t support shared mailboxes, presumably because Microsoft does not support add-ins for shared mailboxes. 

However, I discovered that apparently Microsoft does now support it, and add-in developers would have to make changes to inherit these changes.

I consider this a high priority request for enhancement that would go a long way in helping CSM teams scale our engagement with customers.

Hi ​@darkknight 

I am responsible for creating a new shared inbox for CSM’s at my organization. Would you be able to offer guidance on managing a shared inbox for a group of CSM’s? I have attached my Linkedin below to connect.

 

Best,

Morgan King

https://www.linkedin.com/in/morganelizabethking/

Looking for a solution here as well. Seems like currently, it’s either copy-pasting every email to Timeline, or forwarding to personal email address and then using Gainsight Assist or BCC email address?

You could also create a separate GS User for the shared mailbox address and then share the BCC to Timeline address with the rest of the team

As long as Gainsight can associate inbound emails with the correct entity, it should work fine

If Gainsight can’t determine which entity to log the email to, they’ll end up in the Timeline Drafts folder and somebody will have to log in via your shared mailbox email and assign them manually

 

This is far from ideal, though and doesn’t work if you’re using SSO/SAML — in cases where there is no individual user account associated with the shared mailbox ID

If MS now supports the plugin features in Shared Mailboxes, it would be great if it could be updated

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