Change Order of Email Conversations in Timeline

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  • Updated 2 months ago
Our CSMs would like "chains" of emails logged in Timeline to show with oldest at the top, and newest at the bottom, like Gmail and Outlook handle email.

Currently, having the newest at the top makes it hard for people not directly involved with the issue/topic to get context- they have to go through backscroll to find the primary topic. It's also the opposite of how much systems display email chains, so it would just be more a more seamless UX for those switching between email providers and Gainsight. 

(If there's a way to do this that I missed, please let me know!)
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Allison Elmer

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Posted 2 months ago

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Dan Ahrens, Official Rep

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Hi Allison, it sounds like having the ability to change the sort order by date would help you with your use case, correct? We already do have filtering by type of activity and the search field to further refine the list, and even the ability to limit your search to responses just within a range of dates (using the search from Global Timeline). 
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Allison Elmer

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Hi Dan,

Thanks for the reply! We know that's available and do find it useful, but that's not really what the ask is here. We'd like email chains to be displayed like they are in most other programs, regardless of the filters and sorting applied, if that makes sense.

I know it seems like a nit-picky thing, but as soon as one CSM mentioned it in a meeting, a whole chorus of them agreed that it's a little nuisance they'd love to change. Thanks!
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Dan Ahrens, Official Rep

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So providing the option to group or thread similar activity updates based on the text in the Subject field?
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Allison Elmer

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I asked the CSM who brought this up for a screenshot- let me know if this helps. 
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Dan Ahrens, Official Rep

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If you have the CSM refresh the page, the date sort should be correct. Whenever there is a new activity added (as you can see the July 1 activity is new), it is added to the top of the list (rather than reload the entire page). But rest assured that any time that page is viewed again, that new activity should be correctly slotted by date. :)

Can you refresh the page and see if that July 1 activity is correctly sequenced?
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Allison Elmer

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Hey! It works. Glad you were able to shed light on something none of us could figure out. Thanks!