Zendesk or Gmail for managing emails

Forum|Forum|5 years ago
December 23, 2020
3 replies
165 views

Hi everyone

We are new to Gainsight. We currently communicate with customers using zendesk ( for customers onboarding) as it captures threads well and nothing is lost. Now we are on Gainsight I don’t want to use Zendesk anymore, however the Gmail sync with Gainsight doesn’t log threads to the timeline and I’m worried we will loose track of customer communications.

I wondering what everyone else does.? Do you use Gainsight, Gmail sync to timeline or do you still use zendesk.?

Thanks for you insight!

Sonia

Best answer by Jef Vanlaer

Hi Sonia,

Welcome to the Gainsight Community!

To keep track of customer emails, our CSM's are using the email to timeline functionality (unique email address added in BCC) or the Gainsight Assist Chrome add-in to forward relevant emails to the Gainsight Timeline. Replies from customers are indeed not automatically added to the Timeline, so CSM's are forwarding these emails when they arrive.

It does sound as a nice feature idea to be able to flag specific emails to be logged to Timeline as threads though, so if I were you, I'd log it to the CS Ideas section of this Community as well.

Kind regards,

Jef

Jef VanlaerAnswer

Helper ⭐️⭐️⭐️

Hi Sonia,

Welcome to the Gainsight Community!

To keep track of customer emails, our CSM's are using the email to timeline functionality (unique email address added in BCC) or the Gainsight Assist Chrome add-in to forward relevant emails to the Gainsight Timeline. Replies from customers are indeed not automatically added to the Timeline, so CSM's are forwarding these emails when they arrive.

It does sound as a nice feature idea to be able to flag specific emails to be logged to Timeline as threads though, so if I were you, I'd log it to the CS Ideas section of this Community as well.

Kind regards,

Jef