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Remainder email sending after responding the survey.reproducible steps.1.Survey sent to the participant2.Paused the program3.Responded the survey4. Resumend the programHere survey responded when the program was in paused state and once we resume program the remainder email sent.Can this be taken up as enhancement and get a fix that if a program is in paused state the response events should be tracked and the reminder email should not be triggered once the program is made active ?

Hi - We have installed the in-app widget to our product as a beta test - looks good! However comments including quotes do not display properly, as they do not show where the quote starts or ends, or who they are quoting. This makes it look like there’s lots of unanswered questions or that the user is talking to themselves.Here we see Melanie replying to Airworks Coordinator in the actual articleHere is the same post but in the widgetI put this in as a feature request, but it’s a lil “bug by design” too, cos there’s not any use case I can think of why you’d want to display as is. Cheers,Ben 

Currently we have a restricted view for new registered users and then we manually upgrade them by changing their role to give them full access once we verify they are a paid customer.However, we would like to be able to do this the other way around. Meaning new registered users would have temporary full access (to get a taste of all we have to offer) and then we would manually change their role to restrict their access once we determine that they are not a paid customer. 

In order to run their risk process in Gainsight, Usertesting is looking for an option to make playbooks necessary for manual CTAs. Many risk CTAs are created ad-hoc and right now there is no process to make them mandatory. Here are the ideas considered and rejectedCreating report for CTAs that are missing a playbook: This seems like an unnecessary overhead and one more thing to look at. Sending a JO for CTAs that are missing a playbook: his seems like an unnecessary overhead and one more thing to look to maintain. Emails are also easier to ignore.

We have a common need to pull label values from our hubspot dropdowns and CS currently only brings in values. Please enhance the product to support dropdown labels.

Hi Team, I am creating this on behalf of one of our customers.For BCC to timeline feature, when we add users present in MDA user object or the users of same domain, those users are automatically classified as internal attendees when timelines were created in Gainsight.It would be great if you could implement the same functionality for emails logged using chrome/outlook plugins as well. Regards,Jagadeesh

Instead of pulling the entire Playbook or Template it would be great to have the ability to chose which one should be added to the success plan..   Even better would be if I could drag and drop with an unser friendly interface. Lets say I have a success plan open on the left, on the right I have a list of potential onboarding tasks that are recommended. Because my engagement is very bespoke or some of the tasks have been previously completed, I just want to drag and drop the relevant ones into my success plan.   I think success plans need to be more flexible in general.   Thanks

Hi Team, One of the customer has requested that the help text icons should not be available in absence of the help text. Since help text is entered at SFDC record level, can we have the functionality to not show the grayed out help icons if no text is found for a field?  

Posting on Behalf of a Customer.   It is found that given a rule in NXT loading to an SFDC Object, if a field on the target object has been deleted,  permissions error gets thrown in logs, but user is unable to make further changes to rule actions as it never loads ( In cases where you want to remove this field from the action to fix). In some places of our product, I believe if a target field is deleting the mapping goes blank (prob also gives notice) ,  which you can still update to remove it. If we don’t have this, it be great to give this ability to rules, it would allow admins to tackle this without having to go to Gainsight Support.    

Hi Team, A customer would like to have a color blind mode for the Gainsight application and reports as they feel like the dark grey used in the Health Score report is not distinguishable from R/Y/G for a color blind user. Please share your thoughts.

Rules Engine only allows you to use the Contains operator with Values, not Fields: Options for Value​​​​​​Options for FieldIt would be very helpful if we could use the Contains and Does Not Contain operators when using fields fields because there are some cases where we want to look at a larger string or text area value and see if it contains or does not contain another field. For example, if I had String A and String B and want to see if A contains B.  I can see this being useful for filters as well as case expressions. If there is a current workaround for this, I would love to hear about it! 

We have noticed that regarding the “External Attendees” field on Timeline, we can only add Direct Contacts to the account, but not Related Contacts. Is there a way to be able to include Related Contacts or it is in road-map for future releases?

Is there a way to display the activity’s Last Modified Date on the activity itself? There are times when csms return to an activity and update it and it would be nice to know just by looking at the timeline view (I know this field is accessible in reporting). 

Hey Team, We have come across User data being pulled from SFDC Production to SFDC Sandbox during the Sandbox Management refresh. However, the Username in SFDC production is different from the Username in SFDC Sandbox while the SFDC User ID can be the same. This causes issues in duplicates as multiple Users have the same SFDC User ID. Would it be possible we make this a choice or prevent pulling in the User data(except for the Oauth)? Kindly do let us know if there are better ways to avoid these Duplicate Users.

We generate a default type of Account Success Plan for certain types of customers. When someone re-names that SP incorrectly or creates one before the Rule runs and it is mis-named, a duplicate Success Plan is then later created by Rules Engine. This can cause problems: When reporting on what plans might be missing key fields it will show the SP that has the missing data but you wouldn’t know it has a duplicate SP that actually has it. CSMs put information in both plans and they have to get merged but hard to tell what information is most current. Idea is to have the ability to set the identifiers in the Rules Engine like you would with a CTA rule. The default identifiers include Name, which is usually the culprit. Simply using Type, Status, Account are sufficient most of the time.

Currently, you have the ability to adjust the Start Date and Due Date on individual Objectives within Success Plans. Unfortunately, you do not have the ability to adjust the Close Date for Objectives though. Currently, Close Dates are controlled by checking off the Objective within Objectives or the Gantt Chart - and cannot be applied to previous dates. Additionally, if you accidentally uncheck an Objective and need to re-close it, you are not able to keep the previous Close Date. I can give a few use cases of when it would be helpful to be able to manually adjust the Close Date of an Objective or Task within: If one of our Consultants are on a site visit, and they accomplish a number of tasks within the Success Plan, but do not have the time to check these off until they are back in the office a few days later. currently, the Close Date (when the task was completed) would be inaccurate. If we are sharing a Success Plan with one of our clients to manage our project plan, and one o

We have a large number of existing Success Plan templates that currently live in Google Sheets, and these templates all pertain to various strategies and recommendations we could be working on with a customer, depending on their specific needs.  The CSM is intended to compile any number of these templates based on what the customer needs to focus on into a singular template.  Due to the large number of templates we would have, it would be tedious for the CSM to have to scroll up and down a long list of templates in the Success Plan UI.  I would like to suggest the idea of including a search function within the template selection picklist for easier and faster searching.

As we are working on rolling out new Success Plans and Reason Codes while still having the old Success Plans in operation (this will be a long transition), I've noticed that you cannot inactivate a Success Plan nor a Reason Code. This seems like a simple feature functionality considering for Calls to Action, you can inactivate Types and Reason Codes. This allows you to still report on the older versions until they are no longer in use (i.e. completed and/or migrated) without the CSM accidentally using them. Right now, I have to mark "OLD-DO NOT USE" before the Success Plan type and Reason Code so they are not used...hopefully. This makes it difficult to share the success plan via link as the Success Plan Type and Reason Code with this add verbiage would be shown.  Please note the Reason Codes I no longer want used are the default Global Reason Codes available for all Success Plan types, so they are visibile even if I have Success Plan specific Reason Codes.

 As of today we do not provide any configurable options to change the week settings for MDA objects. By default it will be Monday (start day of week) - Sunday (end day of week). Having Monday as the start of the week does not make sense for all orgs, do we have plans in the future to be able to have this adjustable?  

We use the rules engine to upload NPS survey responses to a custom SF object (people need to see that but don't need access to the rest of Gainsight).  One of our additional questions asks about top improvement areas.  It's a multi-select list.  Current functionality does not allow that to update properly on additional runs.  We'd like to have that be possible so data doesn't have to be downloaded and uploaded each time.

Hey all, I needed to turn off a schedule for an outreach. In the process, I accidentally deleted it. Is there a recycle bin or undelete option?  Help! Thanks -Ben

Hi Team, While having a discussion with customer we encountered a problem How to Handle Duplicates/incorrect file . Customer wants to get notified when file has duplicates/incorrect file. So we used File Analyzer , it resolved our problem temporarily but it would be great if we have below options: 1) It should accept date pattern similar to rules/AE. ​​​​​​​2)we should have schedule option so that every day this analyser runs and validates file 3)It should send mail to customer with clear error details . ​​​​​​​Please correct me if am wrong.

Right now the Zendesk connector only refreshes data once a day which is good to get a basic idea on what is going on with our accounts, but not enough to be up to date with what is going on with our Support team. Is there any way to increase the frequency of refresh for the ZenDesk connector? This is something that almost everyone we introduce Gainsight to within our company asks and once we tell them it is currently once a day is kind of a let down. Thanks! Marcelo

For data privacy reasons the users records that we load to PX are anonymous, i.e they don’t have their name or e-mail included. In CS, when we bring the PX data in via the connector, we match the users back to their name/email using the PX ID as the unique identifier. However we’re currently unable to do the same in reverse - we want to run an in-app engagement triggered by JO in CS but the target audience would be based on matching by e-mail address (which doesn’t exist in PX). Please can you allow other unique identifiers (our use case would be PX ID) to be used between the platforms?

Hi,   Is there anyway to send alert/notification when a connector (or connection) is removed from Connectors page? Also, who would be the appropriate audience to receive the notifications?