(Internal) Support: Customer layoffs guide

Audience

Internal

Displayed Description

Page Type

Article

Overview

With the recent increase in layoffs being experienced across our customer base, this guide is designed to help with suggestions that might help you navigate through these kinds of situations.

Topic: Bulk-importing candidates into Gem

Guidance:

We may see an uptick in these kinds of requests as CSV files are made available online that contain data on laid off employees.
Check out the CSV upload HC article for guidance and best practices: Uploading CSVs to Gem
The process is usually foolproof assuming the data in the CSV is good and is being mapped correctly, but occasionally we see bad or incorrectly formatted data causing problems. Asking for the CSV file so we can check it out and test upload to recommendfm.com to repro can help with this.

Topic: Removal of access from Gem

Guidance:

Gem Admins can deprovision users from their Team Settings dashboard. This removes their ability to log into Gem, as well as pauses their sequences.
There is no frontend way to bulk-deprovision users. ENG has successfully handled this kind of request for us before, but we need to provide them with a list of users to be deprovisioned. Ex. https://app.asana.com/0/1130275165571676/1202679466456380/f
Check out the Offboard Gem users guide in the Help Center.

Topic: Pausing sequences

Guidance:

Gem Admins can deprovision the departed user(s) from the Team Settings dashboard. This pauses all of their sequences automatically.
On the customer’s end, they can disable/deactivate the departed user(s) email accounts, too. This breaks the user’s email integration and forcefully pauses all their sequences. This is typically already done as part of their own internal offboarding process, but the context might be helpful.
We do not have a frontend way of bulk-pausing sequences for all or multiple people at the same time. A task can be filed with ENG to investigate these requests. It looks like we’ve done this at least once before. Ex. https://app.asana.com/0/1130275165571676/1201887646900896/f
Check out the Offboard Gem users guide in the Help Center.

Topic: Transferring work

Guidance:

The only thing that can be transferred from one Gem account to another are projects. Gem Admins can help with this.
Projects created by users who have been deprovisioned will still show in Gem.
Sequences cannot be transferred; however, if they are shared then other users can view them and make their own copy. If someone has a ton of sequences that are not shared, a task can be submitted to ENG to request that all of their sequences are set to shared, or you can assume the departed user and set their sequences to shared, too.
Check out the Offboard Gem users guide in the Help Center.

Topic: Reports

Guidance:

Public reports are still accessible, even after their creator has been deprovisioned in Gem.
Check out the Offboard Gem users guide in the Help Center.

Overview

Overview

With the recent increase in layoffs being experienced across our customer base, this guide is designed to help with suggestions that might help you navigate through these kinds of situations.

Topic: Bulk-importing candidates into Gem

Guidance:

We may see an uptick in these kinds of requests as CSV files are made available online that contain data on laid off employees.

Check out the CSV upload HC article for guidance and best practices: Uploading CSVs to Gem

The process is usually foolproof assuming the data in the CSV is good and is being mapped correctly, but occasionally we see bad or incorrectly formatted data causing problems. Asking for the CSV file so we can check it out and test upload to recommendfm.com to repro can help with this.

Topic: Removal of access from Gem

Guidance:

Gem Admins can deprovision users from their Team Settings dashboard. This removes their ability to log into Gem, as well as pauses their sequences.

There is no frontend way to bulk-deprovision users. ENG has successfully handled this kind of request for us before, but we need to provide them with a list of users to be deprovisioned. Ex. https://app.asana.com/0/1130275165571676/1202679466456380/f

Check out the Offboard Gem users guide in the Help Center.

Topic: Pausing sequences

Guidance:

Gem Admins can deprovision the departed user(s) from the Team Settings dashboard. This pauses all of their sequences automatically.

On the customer’s end, they can disable/deactivate the departed user(s) email accounts, too. This breaks the user’s email integration and forcefully pauses all their sequences. This is typically already done as part of their own internal offboarding process, but the context might be helpful.

We do not have a frontend way of bulk-pausing sequences for all or multiple people at the same time. A task can be filed with ENG to investigate these requests. It looks like we’ve done this at least once before. Ex. https://app.asana.com/0/1130275165571676/1201887646900896/f

Check out the Offboard Gem users guide in the Help Center.

Topic: Transferring work

Guidance:

The only thing that can be transferred from one Gem account to another are projects. Gem Admins can help with this.

Projects created by users who have been deprovisioned will still show in Gem.

Sequences cannot be transferred; however, if they are shared then other users can view them and make their own copy. If someone has a ton of sequences that are not shared, a task can be submitted to ENG to request that all of their sequences are set to shared, or you can assume the departed user and set their sequences to shared, too.

Check out the Offboard Gem users guide in the Help Center.

Topic: Reports

Guidance:

Public reports are still accessible, even after their creator has been deprovisioned in Gem.

Check out the Offboard Gem users guide in the Help Center.