I want emails and activities with the same contacts to be able to be sorted by the item which the email communication was generated from.
We have a tiered ticketing system where we interface with the same customer service representatives for end-users. So we have multiple tickets open with the same contact. As it stands the default is that emails & activities groups all emails with shared contact info together. We want to group by ticket.
There is a filter called “Item Related Activities” that exists for the Emails & Activities widget, but the issue is that 1) I have read here (thanks user sescott) that it’s unreliable and unexpectedly can miss some communication even if the ticket is referenced. 2) The filtered view also gets rid of call summaries and notes related to the item.
I’ve talked with support about this, and they just confirm that this is intended. A simple adjustment to the filter would go a long way for crying out loud, how is it intended? I have seen users with the EXACT same use case as I have complain about it, it’s not like we’re reinventing the wheel or doing something wrong, this is a very natural intuitive functionality that anyone would expect a software branded as “CRM” to have. I’d expect this to be dealt with in a timely manner, they already have a half measure in place with that filter mentioned earlier, building that correctly would alleviate a lot of the issue here.
The thread mentioned is here:Emails & Activities tracking emails on multiple items with the same email address
It has 45 votes at the moment, I hope the monday team considers that CRM customers are limited compared to PM customers, as it is more expensive, and that the thread title is not great meaning lots of people who need the future may have missed it. I am hoping to remedy that with this thread.