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We use rules to import an email template to Gainsight via a token. The tokens have a limit of 10k characters, however, that limit includes formatting characters that do not appear in any character counter. There is no way for us to identify if a token will exceed the character limit and we need to run a test of every template prior to sending to ensure it does not exceed the limit. We opened case 76790 and it was determined this is an enhancement request. Our ask is to remove the character limit or, at minimum, provide a counter to determine the number of characters Gainsight is counting.

I have a customer that would like an enhancement to the current way the text analytics work. The issue: They are unable to distinguish the colour basis on comments provided by the customers. The customer has rated the survey with a detractor score and a negative comment, positive, and passive. As you know it scores the actual sentence or text which can throw off their users as if the customer responded with a 4 for the score but the comment shows green they think there might be a discrepancy. The best way for this to work would be to show "sentence score" and "sentence" rather than just "sentence" and overall score of the nps response so we have all that data in one spot. See image

Hello - I have a survey that I want to export the data results of. I also want to add additional information on the recipients (namely, contact type from Salesforce.) Is there an easy way to do this from the survey page?

Currently, The True NPS Score is calculated based on the date when the Survey was published date. This could create a confusion as there are certain times it pulls in Published date from a year ago which then gives the wrong results on the NPS rating for an Account. If the same is calculated based on the response date of the Participants( maybe the earliest response)- it might draw a clearer picture of the same.

Thanks for recently adding the comments section in a timeline entry! Very useful collaboration feature! My colleagues and I would like to be able to also attach a file to comments we make in timeline entries entered by someone else. Is that on the roadmap? Thanks! Lyne

It would be helpful if more detail was included in the failure to post to Timeline from BCC to Timeline. Currently, you just get the email subject and the reason for failure, but would help if you also maybe got the recipient or some additional details so that it was easier to figure out which email it was. If you send a few with the same subject, it can be hard to determine.

I would like to receive a notification email as soon as there is a new community member. This allows me to work more efficiently and effectively when allocating rights, roles and onboarding, among other things.

I understand that Gainsight NXT is the next evolution of the platform. I also understand that only new and specific customers are being onboarded to the new platform. My org is on Gainsight SFDC and we heavily rely on Salesforce for a lot of our processes... so it's unlikely that we'll transition. As we continue to grow our organization and processes in Gainsight, I worry that certain feature requests and new releases will only roll out on Gainsight NXT. I've already seen two instances of this: 1. Global Filters for Cockpit 2. External User interaction w

Hi, Can PX filter the audience or account relative to a certain date? For example, can I filter "where trialEndDate less than $TODAY"? (unexpired trials) or "where trialEndDate equals $TODAY+5" (i.e. trial expires in the next 5 days)? -Matt

I have a customer who has added the Gainsight Widget to Service cloud.  We would like to see the ability to edit this width and height of this widget.  Right now you only see part of the widget screen shot attached.    

It would be great if I could set something explicitly for an email template that would automatically sync any emails sent using that template to Salesforce activities, rather than CSMs having to manually sync them. We've started using email assists for certain emails that we want to be able to track and follow up on whether or not they were sent. We can do that through report builder, but it would be nice for visibility if we could specify at the template level that we want them all synced.

Customers from EU would need the date formats for Dataload to Scorecard history rules reflect tehir localised date format. Right now the rule only shows mm/dd/yyyy and nothing else. It would be a good idea to let the customer have the choice for the format.

I'm working on some scaled outreach and I'd like to embed a.gif within an email template. Is this possible with Gainsight's email templates? I tested one out and it didn't seem to work, but I wanted to check if there are any requirements that I need to be mindful i.e. size. Or maybe there are workarounds like using an HTML template?

As an admin within Gainsight I currently have visibility to all dashboards when in the Gainsight view. I only use 5-6 of these dashboards, with the others built primarily for specific user groups, are currently work in progress or are no longer applicable. I do not want to delete any of the dashboards as I may need them in the future, however it would be great to flag certain dashboards as inactive so they are removed from the dashboard dropdown list in Gainsight.

As of now, the renewal date is calculated based on the status of the customer. For ex. if the renewal date is 12/31/2018, for active and inactive customer it would show number of days b/w today and 12/31/2108 but for churned customer it shows zero. However, there are instances where customers do renew after being churned. Also, if a customer is already marked as Churn risk (which is done via the Status field), for whatever reason this may be, this heightens the overall risk significantly and we need to know about it.

Requirement is to have the success plan included in the uploaded template which has company logos or the template prepared by customer. As of now we are not supporting 'including the success plan on uploaded slides' and instead we are allowing the success plan to be exported on blank slides. So, as this is not designed in the product to support custom slides prepared and instead the success plan is exported on blank slide, I created this enhancement request. ​ Please have a look at this.

I know there is an option to see response rate of playbook email sent through CTAs, however is there any way to see also the response rate? Or to create any report/dashboard where we could track it? Thank you for any tips or thoughts :)

Submitting a feature request to export Success Plans via Excel on behalf of my team: Business case: CSMs will like a way to share the details of the plan without showing completed tasks, maybe edit what is shared with a customer, share internally only relevant tasks or objectives with say Support….etc

In Salesforce you can create a "help" description on fields that display on a view to assist users in understanding the field's purpose: Would be nice to have this ability when adding fields to C360/R360 sections:

Hi, My organization currently has a need to filter on "Other Users" on custom fields in reports. I was told only Standard Objects can be filtered by All Users, Current User and Other Users. The custom fields are only All Users and Current User.  Our use case is on the My Customer Health report. We use a CSM and CSE field. Managers of CSE's would like to easily enter their employees to view their accounts and health scores associated with them.  Any feedback or workarounds are welcome! Thanks, Joe

hello is there a way to delete several contacts from the Person section in customer 360? currently we need to delete one by one thanks ariela

In Program Analytics, we can see the total Open Rate and the opens for each individual day that the Program has been live, but we currently don't have a way to get a comprehensive list of all of the participants that have opened the emails/surveys. It would be awesome if we could some how click into the Open Rate at the top of the Analytics page to get a full list of the participants names/emails that have opened the emails/surveys in a Program!

Our CSMs can go and view Power List results and use the filters to view their contacts. It would be really great if they could export a filtered list from the preview so they can easily check their contacts.

I was chatting with a customer and we found an enhancement request that I think could benefit all orgs.  In the cockpit tab the customer has made a CTA view for specifics columns and data and they would like all of their CSMs to be able to use this view.  The ask is to make the global views either editable and/or allow custom views to be shared/copied to other users.  For instance lets say I want 100 CSMs to have this view, I would need them all to recreate it as the product sits and that could cause discrepancies in the data viewed they are viewing if they are setup wrong.

Currently you can create a filter in the cockpit that will be default named "Custom" and appear as an option to filter by in the future. It would be nice if users had the ability to name their own filters, so they can filter their CTAs by certain, frequently used, filter criteria.