Feature Request: Add a "watcher"/interested party

  • 3
  • Idea
  • Updated 3 months ago
  • Implemented
I'd like to be able to add a "watcher"/interested party to CTAs/activities/etc. 

  1. Add field in CTA/task/etc. immediately following "owner", as "watcher"; allow multiple entries, and default inclusion of the assignor as a watcher when assigning to others. 
  2. Watcher(s) would then receive notifications when updates were made, or the status changed.  
  3. Add a section within cockpit for "CTA Watchlist", or similar, where any CTAs where I was listed as a watcher would reside apart from my CTAs that are assigned to me requiring my action. 

Use Case(s): 

1. Mgmt Advisory - I'd like to be able to add my manager, on action items as an FYI in certain cases. 

2. Co-Mgmt Scenarios - International accounts where the account is co-managed i.e. 1 CSM in the U.K., and 1 CSM in the US to help keep them apprised on the progress despite time differences.

3. Operational - I may be completing internal action items that are of interest to various team members but may not be customer specific.
Photo of CandaceMarie Mitcham

Posted 3 months ago

  • 3
Photo of Dan Ahrens

Dan Ahrens, Gainster (employee)

  • 17,862 Points 10k badge 2x thumb
Hi CandaceMarie,

Good news! We actually have this functionality today that allows users to follow customers on a case by case basis and choose to selectively receive notifications when things like creation or update of a CTA, survey response received, or success plan updates. And you can choose the frequency of email notifications (real time, daily or weekly). 

This is great for management following an escalated account, the co-management scenario you described and just general CSM managing their portfolio uses. I didn't completely understand the third use case around Operational, but perhaps this could fit the bill there too. 

For more details see this article: https://support.gainsight.com/Product_Documentation/Customers_and_Relationships/User_Guides/Configur...