Question

Service Incident - Issue when sending surveys using Gainsight Email Service (not Copilot)

  • 3 November 2015
  • 1 reply
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SUMMARY

We have identified an issue when using Gainsight Surveys sent via the Gainsight Email Service.  If you are importing a list of contacts via CSV or your data have blank first names for your contacts, the service is putting the logged in user's last name to send out the email rather than the correct recipient's first name.  As an example, every email I sent after importing my CSV would show Dear Stokowski.

The Gainsight team has identified a solution for this issue and will provide a fix as soon as testing is complete. 

OPTION
Survey emails sent via Copilot or Salesforce email service will NOT encounter this issue.

FOR MORE INFORMATION

Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com.

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Issue has been fixed in our release pushed on November 19, 2015

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