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britton_walker
britton_walker
Helper ⭐️
March 21, 2018
Open

Time tracking integrations

Related products:CS Data Management & Integrations
  • March 21, 2018
  • 27 replies
  • 1283 views
Does anyone know of or have suggestions for simple project management time tracking solutions that integrate with Gainsight/Salesforce? Ideally we'd have a button associated with each CTA/task that starts and stops a timer then loads the time to a field in that CTA/task. I understand that is a bit of a pipedream, but the closer we can get to it the better.

Thanks!

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      aditya_marla
      aditya_marla
      Helper ⭐️⭐️⭐️
      June 25, 2018
      Hi Calvin,

      You can add custom fields via salesforce. Once you add new fields to the "Call to Action" & "CSTask" objects, you will be able to add them to the CTA/Task layout. Let me know if you need any other information 
      ian_pearthree
      ian_pearthree
      Contributor ⭐️⭐️
      September 6, 2018
      +1 Timetracking functionality like Britton Walker described would be the critical factor in allowing our Professional Services team to make use of Gainsight. Without adequate timetracking, we will have to choose another tool.
      Currently working on some custom reporting logic - If I can make and schedule a report that aggregates billable hours from a custom field on tasks, that is enough of a working solution.
        peter_mutuc
        Contributor ⭐️
        January 10, 2019
        + 1

        This is fairly crucial for our organiztion as well. Very interested if this will be able to be implemented within Gainsight.

          faust_belarmino
          faust_belarmino
          Helper ⭐️⭐️
          January 10, 2019
          It looks like this is under consideration. Are there any updates here? :)

            phensley
            Contributor ⭐️⭐️
            January 10, 2019
            Following

              cmultanen
              cmultanen
              Helper ⭐️
              March 12, 2019
              Is this still being considered for a future release? Our implementation team would really love to have this functionality.

                jade_ranja
                jade_ranja
                Contributor ⭐️⭐️
                August 29, 2019
                Critical for us as well, is there any update?
                  gunjanm
                  gunjanm
                  Expert ⭐️
                  July 16, 2020

                  @dan_ahrens @sai_ram is this still being considered? I just joined a new org where I am revamping Gainsight and a large part of this effort will focus on getting more teams amalgamated into one system. I need to get one of them off another tool that they use because of its time tracking capabilities - since this is a professional services team, time tracking is crucial to them. 

                  In the meantime, I will be suggesting the duration field and a third party Chrome extension to track. 

                  Gunjan
                    dan_ahrens
                    dan_ahrens
                    Expert ⭐️⭐️⭐️
                    July 17, 2020

                    @gunjanm - increasingly it seems that just having a time spent field on a CTA or Success Plan or Timeline activity, etc can be hard to properly track and aggregate. Other than adding a custom field on one of those objects, we don’t have on our roadmap the concept of a whole product time tracking tool. 

                     

                    In fact, our Client Outcomes (CSM) team just launched the use of https://retain.ai/ to track their time spent on various customer activities. It’s a browser extension that works across different applications and pages. 

                    VP of Customer Success at Forcepoint
                      jean.nairon
                      jean.nairon
                      Expert ⭐️
                      July 17, 2020

                      I’m with @dan_ahrens on this. You can track time on a CTA and Timeline Activity which allow you to tie time specifically to a task or event and to the customer. Time would sit in multiple objects (Timeline Activities and CTAs/Tasks) but you could pull this all into one object with a rule so that you can easily report on total time spent per customer or per CSM and per any time period you like. 

                      I just took a look at Retain.ai and it looks like it integrates with Salesforce and Gainsight. Is there any more info you could provide @dan_ahrens on this? Do you need to pull in your customer data into Retain and then use the browser extension to update the time? Are you able to get more granular with the data so you can see specifically where time was spent with the customer (was it all on meetings, or a particular PS task, or support ticket, etc)

                      Why I’m curious is because most other time trackers (ex: Harvest, Clockify, Toggl) are just time entry and CSMs would need to tag each customer when they enter their time. I’m not sure these tools would be an ideal solution. My guess is it would be quite a bit of time to maintain your customer lists in these apps and you are only able to add some high-level buckets to associate your time to. These apps do have the ability to start/stop time tracking though.  

                       

                      Jean
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