Switch to New Editor button for Email Templates is accessible to all users and affects the whole GS instance

THIS

Our CSMs are having a HORRID time trying to ‘Send Email’ from within an CTA!

We’ve also came across the additional issues when trying to use Send Email:

• Subject - Rather than being blank, or having ‘ghost text’ - it says Untitled Subject, which you have to delete before adding your Subject. It’s a mixed batch of those that are able to use hot keys to delete, and those that have to manually delete it.
• Text [frame] - If this is deleted, you can’t get it back. You have to close out of Send Email, and then start over.
• Template [apply] - When you apply a template, at the end of a sentence, or in some cases the Users last name, there is a square box.
• TextExpander - While 3rd party, this has worked well for our CSMs until this changed happened. To get around it, they have to make a single formating change within the text - and then it applies no problem.

🐉

Hi @jparker 

Thanks for the feedback. 

Email template navigation is already admin controlled  as it can be changed from permission bundle anytime.

New Email building experience is now GA. This toggle is a temporary mechanism(for users with permission granted by admin) to switch back  to old editor. Also to note old editor is planned to be deprecated with the January, 2024 release.

Please do refer this FAQ doc

Hi @sagan_sherlin 
Thanks for the feedback. 
Can you drop a note with screenshot on shsaxena@gainsight.com for specific issues(like mentioned - text expander , square box on template)  while trying to ‘Send Email’ from within an CTA. With respect to subject this comes from subject  text entered in email template. By default we have kept a placeholder text.

Hi @ssamarth 

I'm not disputing that Email Template navigation permissions are admin-controlled — I'm suggesting that the Email Templates section of Gainsight isn't necessarily an admin-only area and therefore shouldn't contain any instance-wide configuration.

Gainsight marketing and product releases are constantly pushing the idea of non-admin end users being more involved in the Digital Journey aspects of Gainsight. This expectation has already been set with our users and stakeholders.

You even just updated the Digital Journey sitewide navigation in line with this direction too — with it specifically being separate from and above the 'Admin' section of the sidebar.

Do you see how this suggests this is not purely an admin-level section of Gainsight and how it's, at best, ambiguous?

If you continue to leave admin functionality (I'm referring to the button to switch the editor experience for all Gainsight users) in these screens, we'll have no choice but to completely remove access to Email Templates for all Gainsight end users, which is presumably the opposite of what your product and marketing teams are expecting.

Hi @jparker 

Thanks for the detailed response. Really appreciate your feedback.

I can suggest a way to allow all your users to access this page but only specific users will be able to use the switch button.

1. Navigation permission - You can provide this to all users who wish to see the email templates being used. Only view access & no way to change the switch editor experience.

2. Design /Admin Access- Specific Users who are allowed to create or edit templates could be assigned this permission. Only such users will be able to able to change the switch editor experience.

Just FYI 

• Design Access allows to Create or Edit
• Admin Access allows to Create, Edit, Delete, Send test email

Note: After making the permission changes , it would be important if users can log out & log in again to make sure the cache is cleared.

Thanks @ssamarth — I appreciate the possible workaround, but I think it’s reasonable to expect some GS users to be allowed Design access to templates without them all having access to change instance-wide editor settings too

For now, we’ve removed all access to email templates for end users which is a shame, but the only option we’re left with