hi,
i am getting repeated requests from our CSMs about the ability to see the activity status on the main timeline layout without needing to expend each individual activity.
here is a note from one of our CSMs:
When viewing Timeline in Gainsight relationship, we cannot tell at-glance which entries are Open, which is an important part of tracking things like Escalations.
Since we have triggers built off the Escalation (and other) Timeline entries, it should be easy to see when they are Open or Closed from looking at the list. Instead, to discover this, CSM must expand each Timeline entry to review status.
in our case, we have a timeline entry type escalation for example, we then count these as part of the health scoring and our weekly reporting, BUT we do not want to open this type of activity each type we want to update status, we use the same escalation activity log to update the status , so it is counted as one escalation and not several.
the issue is that CSMs cannot view easily the status of the activity. this is not a good use case for a CTA. as we need customized fields and being able to pull them automatically to our reporting
could you please review and see if this is possible to consider as an enhancement?
thanks!
Rozi
