Sorry for the delay, we were trying to track down more information on this for you. It looks to be an issue with entering job title into an email as a custom field. The workaround is to code in the variable instead. We haven't seen very many people run into this issue but it has been submitted to engineering for a resolution.
We had the same issue recently. Customer Service was very helpful, as we had an email to get out asap. One of our custom fields was not updating when we uploaded a new list. This was critical for us because our custom field was used to create a dynamic link in the message body. The rep created a new list and uploaded the contacts for us in the backend and we were able to get the email out. Unfortunately, we had to use one of our phone fields to handle our custom field data - not ideal. This is a major issue for us and need to have it fixed asap. Please keep us up to date on the status of this.
I believe so. CC informed us that it was just custom fields that were not updating. We discovered the issue when looking at a couple of our contacts and noticed the custom field missing. We confirmed it by exporting the list and checking the data - also, by sending a test email. Luckily this was found before we sent the email. We discovered that only a small percentage of our contacts had the custom field updated.
Thank you all for posting. To have more clarification on the issues in this thread I wanted to point out we are talking about two different issues as tracked in separate support interactions. Since there isn't always enough detail in posts here (for good reason, we don't want all your account information public) we often go back and research via other cases with support.
1. "...certain Contact Details were missing from an email we sent out" is referring to only job titles. This field is missing from the insert options. This can be inserted using the variable field coding.
2. ".... One of our custom fields was not updating when we uploaded a new list" is referring to existing contacts when you try to add a custom field. This also only applies to the process of bulk adding contacts. You can add new fields manually or support can do it internally.
I understand these are frustrating and both of the above are being worked on by our engineering team. If you would like us to take another look at the specifics of what you are running into please let me know. We're happy to contact you outside of the Community to get any required information.
Thanks, Hannah. My apologies if I posted to the wrong thread. Perhaps I misunderstood the thread title/content. Thanks for looking into our issues. Hoping for speedy resolutions!
Not a problem at all! We are happy to see you posting! I just wanted to clarify each issue for you all to know the specifics.
Enjoy your day,
It may be a bit more systemic than you believe. Here are some other links to customers having issues with the import function:
I just got finished taking + signs out of the Simple Share option, now it seems I need to audit all my CSV imports now where they use custom fields.
Still gonna keep this a secret ?