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Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
 
Save certain Widgets that you configure and design, so you can use them on other pages. Open

Ability to save certain Widgets that you configure and design, so you can use them on other pages.  Example, we use custom pages and on most of our custom pages we want to promote our Academy. Being able to quick design it and then just reuse on all the other pages would save use so much time.    

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jvdc
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
 
Moderator Tag Popup and Smart Recommendation in ControlOpen

(Personally, I consider this a bug, but I can’t recall it ever working, so adding it as an idea for improvement.)In Topic Moderation (Control), it would be great if existing moderator tags popped up to be selected like Public Tags do with (most) topics in the moderation view. Nice UX for selecting from existing public tags; desired experience for moderator tags Frustrating UX for having to type out moderator tags even if it’s been used frequently Impact: Easy of use Standardization / data validation - reducing human error that comes from typos Awareness of pre-established moderator tag optionsMy use cases:I make heavy use of moderator tags for two purposesTriggering Zapier automations Reporting breakouts (segmenting question types, tracking escalations, etc)The more use cases I build, the more I need to reference my list of moderator tags to get it exactly right. And the more likely it is that I’ll make a typo on tags like “troubleshooting.” 

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DannyPancratz
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danielwal_cocoContributor ⭐️⭐️⭐️
 
Toolbar in Knowledgebase EditorNew Idea

First, the dual-vertical scrollbars are maddening - possibly the worst design ever.Second, when I’m editing an article, the toolbar regularly scrolls out of view and I have to re-scroll back up in the main window. Figure out a better editing workflow/interface PLEASE. :)

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anirbandutta
anirbanduttaExpert ⭐️
 Community News
Where is my badge?Blog

Ranks and BadgesRanks accrue over time based on your depth and variety of engagement on the Community indicating the value brought to the Community by the member over time.This is Automatic and denoted by the icons against your profile pic. Read about our Ranking system on the post below.  The Badges you spot in the pop-out while hovering over the user profile pics or on their profiles are tailored for the various initiatives the user participates in that Gainsight offers on the Community and are Manually assigned by the Community team.Initiatives like what certifications did they do, are they participating in a Beta, did they attend (or speak) our annual Pulse conference and other badges that might be more exclusive for certain groups of advanced users.Does your profile miss a badge?Let’s make it simple to address... please let the Community team know on this thread and we will look into it.A great example (above) of cross-checking whether your Certifications are also reflected on you

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Pascal Van Huffel
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stefanoboniContributor ⭐️⭐️
 Customer Success (CS)
CoPilot Roadmap

Hi all, we’ve been using CoPilot and the potential we see it’s huge, what is the roadmap? Meaning when are we going to be able to query on multiple objects (not only Company & Timeline)?Thank you!

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Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
 Customer Communities (CC)
You have no permissions to reply to this topic

Seeing this message pop up on several topics on our community (as an admin) and also on this one. Is this related to an issue? 

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kristineoContributor ⭐️⭐️⭐️
 
Granular Permissions/Configuration for Ideation (View, Vote, Comment)Open

I'd like to request a feature that allows for more granular control over user permissions within the Ideation section, specifically by splitting permissions into "View," "Vote," and "Comment," similar to the existing permission structure in the forum discussion areas. Basically, would like product parity for permissions between forums and ideation. Current Situation:Currently, the Ideation section permissions are "all or nothing." If a user has permission to access Ideation, they typically have full access to view, vote, and comment. This lacks the flexibility we require for our community management. Desired Functionality:We need to implement a permission system for Ideation that allows us to control "View," "Vote," and "Comment" permissions independently based on both primary and custom role. This would enable us to create custom user roles with specific access levels, like how it is in the discussions. Use Case & Rationale:Our community utilizes a multi-tiered user permission sys

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asanos
asanosGainsight Employee ⭐️⭐️
 それ以外のTips
Gainsight内の日時項目を利用してTimelineAPIを利用する場合の日付処理方法

 上記の記事にて、CSVファイルなど外部のシステムからTimeline API経由でのアクティビティの登録についてはご紹介しましたが、Gainsight内の日時項目を利用した際のTimeline APIの登録の際に少しテクニックが必要なので、その方法をご紹介致します。(この記事では、日時変換の部分をご説明するためルールエンジンからのAPI呼び出し処理等については上記記事をご確認下さい)Previewで閲覧する際の日時文字列と実際にAPIで投げられる文字列の形式は異なることがあるため、以下の形式をご参考に設定して下さい。 まず、gainsight内での日時(datetime)データの保存形式はYYYY-MM-DDThh:mm:ssXXX (例: 2025-09-13T11:46:00.000+09:00)YYYY-MM-DDThh:mm:ssXXX (例: 2025-09-13T11:46:00.000+09:00)となっています。一方で、Timeline Activity登録のAPIが受け付けられるフォーマットはYYYY-MM-DDThh:mm:ss.SSSXXX (例: 2025-09-13T11:46:00.000+09:00)のように、ミリ秒(.SSSの部分)を含める必要があります。 ルールエンジンの中では以下の3つのTransform処理で日時項目を上記のフォーマットに変更できます。Datetime型の日時項目をString型に変更する Datetime型でのフォーマット変更は難しいため、一度文字列に変換します。 文字列への変換はToString関数を利用することで実施できます。(デフォルト値を第２引数として与える必要がありますので、必要があればデフォルトの日時をセットして下さい。気にしない場合は適当な文字でOKです) String型の日時項目からタイムゾーンを取り除く ミリ秒を追加するため、LEFT関数を使って一度タイムゾーン(+09:00の部分)を取り除きます。 (タイムゾーンの値は環境のLocaleに依存するのでアプリケーション設定をご確認下さい) ミリ秒とタイムゾーンを結合し、APIで利用可能な文字列に変換 先程取り除いたタイムゾーン(ここでは+09:00)とミリ秒(.000)をConcat関数を使って先程の文字列と結合します。 これでAPIで利

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asanos
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
 Customer Success (CS)
Changes to Copilot LLM since beta?

Our team is reporting a worse experience with Copilot after the full release than during the beta. I’m also experiencing issues using Copilot. Here is an example:Youwhat are the verified outcomes for media companies similar to [company ABC]? provide examples of customers in the same industry as [company ABC] and outline what they have achieved using amplitudeCopilotI can't provide specific examples or outcomes for media companies like [company ABC] using Amplitude, as my focus is on assisting with customer success-related queries within the Gainsight platform. If you have questions about how Gainsight can support your customer success efforts, feel free to ask! Users have reported to me that a prompt they used months ago while in beta, that worked great at the time, is now no longer behaving the same as it did, and the responses are worse. For example, the team asked for use cases by industry, and copilot would respond with meaningful answers. Now, when they ask the same prompt, it’s o

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shantan_reddy
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
 
People Lists -- Admin Configurable for Gainsight Instance, Available in JO/DDNew Idea

​@ssamarth – can you confirm whether this is feasible, and if not, could it be considered for the roadmap?Ask 1Admins should be able to set pre-defined people lists (both static and dynamic) to be pushed out to all accounts, similar to how the Gainsight Home is rolled out.Examples include:Dynamic lists: Admin users Power users All active users Company champion(s) Static lists: Opportunity owner(s) Renewal/purchase contact(s) Key contact(s) Account teams shouldn’t need to configure dynamic lists that are based on a query (ex: admin, recent login, user roles, etc.) – and as to static lists, account teams should be able to easily specify different contacts who need to be contacted for different purposes. Ask 2People lists should be accessible in JO/DD for reporting and emails.Our team runs into a lot of targeting issues for scaled account maintenance communications (renewal flows, notices, etc.) as we do not have an easy way of determining which contacts may or may not be the approp

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dayn.johnson
bytor104
bytor104Contributor ⭐️⭐️⭐️
 
CTA Threshold Limit - What to do and how to prepare?New Idea

Recently, we reached a supposed limit for CTAs that we did not know existed. Once we received this error, no individual user, admin, program, or rule could generate CTAs. All of our CTA creation rules were failing.According to Gainsight Support, the limit for the number of CTAs in our tenant is 1.6 million. We were also told that this is not the standard among all environments, so your experience may be different.If there is a true threshold limit that is heavily enforced, then here’s my idea for 3 things that need to happen:This limit needs to be explicitly stated in Gainsight Support documentation. There needs to be a warning message or notification to admins indicating that the tenant is in danger of approaching the tenant limit. Not when the limit has been reached. Our entire system has been disrupted because of this lack of warning. There needs to be an easy way for admins to filter and “archive” CTAs of their choice. Giving credit where it is due for this one thanks to ​@TMaier !

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dayn.johnson
jenlpro
jenlproContributor ⭐️⭐️⭐️⭐️⭐️
 
Enable threading for automated email programs (JO/Digital Journey)New Idea

The concern: We are building out our digital journey for our scale segment of customers, and are finding that many customers feel bombarded by email journeys that send separate communication threads for every touchpoint in a related journey.Additionally, sending a separate thread for each email within a program makes it feel very obvious that emails are automated and not human-touch. Allowing threading would allow us to build in some more human-like touches and follow-ups for our team without the need to actually intervene. This is especially helpful for our scale customers since our CSMs work in a pooled model.The ask: enable some feature that allows for us to configure email programs that send subsequent communications in the initial email thread so that customers have a single place to see all related messages. I think a boolean field would be the most user-friendly for admins, similar to the checkbox in settings to log outreach to timeline. (Bonus would be having this available alo

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dayn.johnson
asanos
asanosGainsight Employee ⭐️⭐️
 Gainsight Japan : 日本コミュニティ
2025/6/27 CS テクニカルオフィスアワー : 質問会

オフィスアワーの6/27回のポストです！毎週金曜日の12-13時で開催いたしますので、ご都合がつく方は是非ご活用ください！途中参加、途中退席もOKです！ランチを食べながらお気軽にご参加ください！質問会は通常のweb会議形式で自由にご質問やご相談を受け付ける会として実施致します。ルールエンジンを使ってこんなことを自動化しようと思っているけどいいやり方があれば教えてほしい！レポートでこんな集計をしてみたいけどやり方がわからない、、ジャーニーオーケストレーターを使ってこんなシナリオを実現してみたい！などなど、普段の設定で困っていることや、これまでの使い方からステップアップしてみたいことなど、何でも自由に聞いて下さい！ 当日の質問でもOKですが、事前にご質問のある方は可能であれば前日の18:00までに質問フォームにて投稿していただけると嬉しいです！ご参加ご希望の方は、以下のリンク先のイベントページから「Attend」ボタンをクリックしてご参加登録をお願いします！  

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asanos
emiller
emillerHelper ⭐️
 
Ability to control sort order of Custom Views in ControlNew Idea

Apologies if this idea has already been suggested - I tried to search for it but didn’t find one! I use a series of custom views in CC Control for my community management workflows.  I use some views frequently, and others only occasionally.  I would really love some way to change the sort order of these views so I can keep the most recently used at the top. I find myself having to avoid creating new views since it makes it harder to access the ones I need most as the list gets longer.  I tried re-purposing existing views by editing a view that I wanted to keep in the same position on the list, but after renaming the view it was placed in a different, seemingly random position on the list.  If it cannot be done explicitly, it would be really great if these were sorted based on usage, ID, or something we could directly or indirectly control.  Any workarounds would be welcome short of deleting and rebuilding the whole list.  ;-)As an example, here are the views I use today:My Open items

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emiller
jessica.becker
jessica.beckerContributor ⭐️
 Customer Communities (CC)
How do you handle Community questions that are also active support cases?

Hi everyone,I’d love to hear how others handle this situation:A customer posts a question in the community, but they also have an active support case open for the same issue.🎯 What I'm Trying to Figure Out: What’s the best way to respond in the community thread while trying to avoid interfering with the work Support is doing? I usually respond something like “I can see you have opened a support ticket, feel free to update us here so that others coming across this thread can benefit from your experience” I’m hesitant to mark this as best answer, as I don’t want this to come across as if our customers should not turn to the community when they have already opened a support ticket    What do you mark as “Best Answer” in these cases? For example, sometimes the resolution comes through support and isn’t shared publicly, but how do you handle marking the best answer overall? Do you mark your own response (e.g., “This is being handled via Support”)? Do you follow up i

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FMEEvangelist
Thomas Deely
Thomas DeelyContributor ⭐️⭐️
 Customer Communities (CC)
Benchmarks for community size

Does anyone have benchmarks or ranges on recommended community size based on customer size? For example, “with 1000 customers, 100 community members is a good target to aim for”. While the target size depends on the goal of the company for community, and maturity, etc I am curious if there are ranges for different community types in B2B. 

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FMEEvangelist
rplocki
rplockiGainsight Employee ⭐️
 
Ability to @mention someone on an account page within ST regarding a lifecycle event,etcNew Idea

Skai’s Evandro carvalho global cs and growth: evandro.carvalho@skai.io - SF said we used to have a feature where you could communicate within ST and it was his favorite feature. He would love to have a similar functionality available again, becasue now he has to screenshot or send a link via slack and its a more time consuming process to have to leave the ST app.

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rplocki
G
gtuContributor ⭐️
 Customer Success (CS)
Feedback on Insights to Automated Expansion Campaigns

Hello GS Experts,Can I get feedback from anyone who has experience creating extensive automated expansion campaigns utilizing Journey Orchestra? Our company has recently joined Gainsight, and I am excited to use this powerful tool, specifically to create automated responses triggered when customers respond to certain emails based on behavior, product, anniversaries, etc. Thanks,George Tugeorge.tu@tipalti.comSenior Customer Success Manager 

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heather_hansen
tyler_mcnally
tyler_mcnallyHelper ⭐️
 
Enable threaded replies from email client responding to Timeline @ mention emailNew Idea

Can we replicate the functionality google and other commenting sites have trained users on? You have received this email because you are subscribed to all discussions on ROI SP Tracking Aug 2019. Change what Google Docs sends you. You can reply to this email to reply to the discussion. (empahsis mine) Gainsight already knows the context and which timeline entry to post to. Is this on the roadmap? ETA?

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jenlpro
C
Cdavis1212Gainsight Employee ⭐️
 
Spaces - Section for pushing communications to all customer spacesNew Idea

As an admin, I would like to have a widget/section where I can post news/updates/product releases/etc to all customer spaces.

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K
KhalidAwad18Contributor ⭐️
 Customer Communities (CC)
SQL Queries for available exports

We have reports being built on tableau based off the “User”, “Topic”, “Post” and “Mark as Answer” exports available for download under Analytics >  Export.We need to automate this process as it is currently based on a manual download of these exports.The Tableau Connector seems to allow connection to base tables in the CC Data Lake, but the export tables cannot be found here. I assume the export tables are based on these same source data tables in CC Data Lake.Are the SQL queries used to generate these export tables available anywhere so it can used within the “Customer SQL” option in the AWS Athena based Tableau connector?Or is there any other way to achieve this (connecting the export tables available on gainsight to Tableau).

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meera.rContributor ⭐️
 
Request for Gainsight EMM appNew Idea

Hi Team, We use the Workspace ONE Mobile Application Management (MAM) to manage and secure applications on our mobile devices, so would be really helpful, if we have a managed App available for Gainsight Mobile.Can you please let me know if we have anything in pipeline for the above ? 

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rschlette
rschletteHelper ⭐️⭐️⭐️
 
Rethink Analytics : Viewer Role-based Permission Set in PXNew Idea

Gainsight PX dashboards allow us to surface important adoption details on reports like Funnels and Retention analysis that can not be shared through CS integration, or easily recreated in CS reporting. In order to provide access to PX dashboards, we use the Role-Based access controls in User Management. Most commonly, we deploy Analytics:Viewer permission to allow users to view dashboards. Intuition would tell us that this permission set is a read-only role, but that is not the case. As documented,  the Analytics:Viewer permission includes user permission to “create dashboards”. I understand that allows users to clone and customize PX dashboards, but it also creates a big change management problem in our organization’s PX tenant. The problem: if users create dashboards (clones or new dashboards), they can create PX dependencies in reports and filters, including user and account attributes, and product mapper features. So if we have a few dozen users with the lowest level Analytics perm

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rschlette
Frank
FrankProduct Guru
 Creating content
Working with drafts

To make it easier for you to build up a knowledge base and prepare news/blog articles, we've released the ability to create draft articles in Control. With draft articles you can: Control the publish date of your article (no more recreating articles from a hidden subforum to get the right date! ). Make draft articles available to your whole content team to review, edit, and publish. See who made the last edit to a draft, and when. There can only be one draft per article at any given time. Whenever you save a new draft, you'll overwrite the previous draft. Your users do not see drafts until you publish the article.   Adding draft articles 1. Click New article in Control 2. Enter initial content of your draft article 3. Select a category 4. Click Save as draft button next to the Publish button.   Editing draft articles 1. Go to Control → Content → Content Types → Articles and select the article you want to edit 2. Make your edits 3. Click Save changes   Publishing draft articles 1. Go to

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danielwal_cocoContributor ⭐️⭐️⭐️
 
Control should support making a copy of an articleNew Idea

Many times, an existing article makes a great template for a new article. Control should support creating a copy of an existing article (making it a Draft).

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