Archive

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?

We have a Subject field on the existing Log a Call in Salesforce that is a drop-down with our own custom values. The Subject field in Gainsight is just a free form text field. How do we get the values from the SF Subject drop-down to show in the GS Subject field? Also, if we are to implement this change, what is the best approach to avoiding overwriting the existing Log a Call subjects that have already been entered in GS?  So basically, Subject on Activities is a special "combo" field that acts as both a Text and a Picklist field. You can modify the fixed list of subjects by going to Setup > Customize > Activities > Task Fields > Subject Also, if you want to enforce the picklist side of the Subject field and not allow users to enter their own Text subject, you could create a validation rule: But when coming to Gainsight Activity timeline: Subject field, it is a normal text field. 

Hi All, Can the following that I entered as a question be entered as a product enhancement?  Thanks!

Within the client contact in C360. Is there a way we can make the relationship box editable making it easier to add a new contact to multiple products from the C360 page. Screen shot below shows the box that we would like editable or opened for a multi-select drop down auto feed using the product list. Darshana Shah

The ability to upload other systems outside of Powerpoint, as there are CS teams that use other systems such as Keynote. Therefore it would be helpful if we are also able to upload .key documents to Gainsight for Success Snapshots to be used. 

Team, It has come to my attention via the support channel that it may be beneficial to apply multiple Success Plans for one customer into one Success Snapshot so that the PPT can have multiple slides that cover each Success Plan for that particular customer. Are there any technical limitations or drawbacks to implementing this? Thanks! Josh

We had a User create a reoccurring Event CTA with a playbook attached, but used the wrong one. Is there a way to use Mass Edit or another method to Remove / Replace / Add Playbooks in bulk?

Most customers have a different way of naming their working environments (Production, QA, Stage, etc).  It would be helpful to be able to name the environments in PX to align with these.   

Gainsight PX requires you to pause an engagement when you are doing things that shouldn't be customer facing. I'd like to see the ability to do the following without having to pause the engagement: Change the name of an engagement while it's live without pausing Be able to preview guides (make eyeball available) without pausing. Often, I just need a screenshot or to show other team members what the guide looks like and I have to pause it in order to do this. Currently on dialogs you can click on the preview eyeball when the engagement is live but the same option doesn't exist on guides (you can only edit guide in-app).

I see that all InSided communities would benefit from a dashboard that would give us an overview on the email notifications sent to communty members.What I would like to see and track would be:How many notifications have been sent (overall and per template) How many community members have opted out of the emails (overall and per template) Email open rate (if possible) bounce rate (how many emails bounced)In addition to this I would love to be able to track whether community members click on the links - maybe sending an event to Google Analytics would be an option here? If I add a link myself I’ll of course add a UTM-tag, but that’s not possible for all of the links.I’d be happy to discuss this idea further :) 

It’s super important to have images/screenshots from the community posts when converting them to Zendesk tickets.At the moment, I make lightshot screenshots myself, upload them to the cloud and just insert links 🤯

We have ‘likes’ but these are often used to agree with a comment, or instead of a reply.  Could we consider a ‘super like’ button, where users are able to choose this instead of the standard ‘like’, for special occasions when the quality of the post is high?  That helps newbies to a thread focus on these quality comments (not just the ‘best answer, sometimes there’s multiple in one thread) and can mean we offer more points for quality contributions vs comments and likes, which are often more noise then signal…..

As an administrator attempting to update and configure our field mappings for our Company object (or any object), we have a plethora of fields available for mapping. It would be nice if we could SEARCH for a field part of a field name in this list in order to locate a value instead of scrolling and scrolling and straining my eyes 🙂 Can this please be considered from a UI ease of use standpoint as well as a time-saver?

What is the expected behavior if the dataspace from a data designer workflow is used in a Program and a field is removed/changed with the data designer workflow?I made an update to a workflow and removed/added fields. The dataspace object was updated and after which I needed to update/rebuild some reports in Report Builder that no longer displayed data due these changes. However, in Journey Orchestrator, the Program that used the same dataspace continued to be active and did not report errors but did not continue to sync. Editing the query builder provided an alert that a field had been deleted and so tasks had to be re-saved.Should there a notification when a field used in JO Program is no longer available/deleted or should the Program change the status from Publish to Paused/Draft?

Users often forget even after I beg, to check off their E2T settings to log to Company and not Relationship. This causes issues when it should be a global setting on an admin level from the start. 

With the new Timeline update, some of our users are commenting that the body text is tiny and are asking if there is a way to resize. Do we have any options here?

Working with a customer who had used a different survey tool historically and is asking if they can pull this survey data from the past into Gainsight in some fashion so that it's available for use within Gainsight. Is this possible?

We're new to Gainsight and would like to hear from other customers who have used the API or S3 Connector to send information from Intercom to Gainsight, and vice versa.

In C360, you can add Tags to a customer. You can also bulk assign them using the Customers tab. Is there a way to import tags to apply to certain accounts?

Search should support the ability to lookup company<>relationship - ie company name relationship name in same bar. 

When adding boolean fields to 360 sections, it’s sort of tough to immediately distinguish checked and unchecked values. (example in screenshot)It’d be easier to quickly identify true and false values if there was a higher color contrast or a different color for fields marked true.