Archive

Connecting the AWS S3 integration only has the option to provide an access key and secret. But few company's prefer (and more secure) way is to use IAM Roles, is there a way to use this and can get this it on our roadmap?

We also use Influitive and would love to see an OOTB integration with Gainsight.  It would be nice on the C360 to see how customer contacts have interacted with Influitive - challenges completed, feedback provided, etc.

When scheduling a call from the Customer’s Timeline (Adding an Activity) it would be great if this was integrated with WebEx so that we could schedule Bridge Line & WebEx details from one place.

I have a customer that would like to be able to move a couple objective categories to a new success plan type. Currently the only way of doing this is to remove each category and add it back again but that can be a hassle to do if a lot of these need switched around. I would like to start a discussion here so we can get some input as well as some feedback from the product team.

Users, who have activated notifications and who are being mentioned anywhere on the community, are getting an email notification. So far, so expected. But: The system doesn't check if the user has permission to access the category the mention took place. So when users get mentioned in a category they don't have access to (because they don't have the needed role), they still get a notification. They open the notification like always, click on the link and expect to read the content / context they have been mentioned in. But instead they get to an error page (403) instead. In our opinion this is a bad user experience. And we've already seen on our community, that it can lead to a bad atmosphere. Because users might think that other users talk about them behind their backs and they have no idea what it is about. Our use case: We have created a restricted category where only power users and moderators have access. In this category our power users can support our moderators by alerting

It would be really nice to use the space more effectively in the scorecard configuration. No matter how big my monitor is, the scorecard configuration is limited to never show more than about 4 metrics at a time? Would be great if it could use more space and give me a better line of sight to the entire scorecard. Screenshot attached.

We all try to improve our email notifications (rank notifications, phrases..) in terms of layout and copy, but do we actually know how they perform? It would be much easier to decide what we have to improve if we could check the basic metrics of the notifications sent from our Communities (open rate, CTR, unsubscribe, spam score etc). What do you think?

We have a feature on our forum that shows people that have been online recently, but one of our superusers has suggested it would be handy to know who is currently online, especially in terms of moderators. They advised this would help them if they need extra info or clarification from a moderator, so would be able to tag whichever mod is 'currently online' to get a quick reply, rather than having to guess and hope someone gets back to them! Other online forums/chat apps (like Discord) do this bu putting a red or green dot next to/on the user's avatar.

We're a customer experience company called HappyOrNot, and we use our own standard called the happy index to measure the customer satisfaction, as opposed to the normal NPS. Ideally, we would be able to customize Surveys 2.0 to use our 4 smiley faces as buttons, as opposed to the NPS , or the normal 4 choices. I understand this use case is pretty specific to our company but I thought I'd open a discussion on additional survey customizations

As we develop more content in Journey Orchestrator (Email Templates, Programs, Power Lists) it's becoming increasingly hard to find what I'm looking for. I'd like to see a better way to stay organized, for example a Folder System or Hierarchy. If each section in Journey Orchestrator had the same logic as the Playbooks section in Cockpit, that would resolve this pain point. To stay organized with Email Templates, here are a few examples of how I'd want to use folders or hierarchy: - CSM Emails - Tech Touch Emails - Test Emails - Live Emails - Playbook Specific Emails - Archived Powerlists: - Product - ARR - CSM - Tech Touch - Archived Current state, they're all mixed together making it difficult to manage and identify the template/list/program you're looking for. PLEASE UPVOTE MY IDEA :)

I was creating an engagement which was almost done but then I got occupied in another critical task. When I came to this page to complete the engagement, I had to refresh the page. But I lost the almost-done task. It was not even saved as Draft to continue working. I had to start creating the same once again from scratch.

I've been using gainsight for a minute now and it's still 50/50 on whether I go to the site I intended, support or community. Here are some suggestions: 1. Better iconography, GO is a meaningless verb when it comes to support. Some kind of "I have a problem" icon, like an exclamation point and a question mark would be better.  2. More realistically a quick tooltip would help, just adding "Support" and "Community" alt text to the a tags would improve my success ratio. Additionally, it would be nice if there was a direct link to the post creation flow. If I'm in-app, my intended destination is probably to post something. You can verify my assumption with what the funnel looks like from Gainsight to your community to your post form. If that's just me, then I guess I'm an anti-social jerk!!!!

The Account Hierarchy view in the C360 is a very useful view that allows users to expand and collapse hierarchies. It would be cool to have this as a reporting capability outside fo the C360 section so end users can see information in a similar way, but more customizable.

Hi everyone, I made a video to help out anyone who has ever struggled with customizing scorecard label colors when building reports in Gainsight. This video will show you how to customize colors as well as give you general best practice ideas for scorecard reporting. Please let me know of any questions or feedback in the comments!

Formatting dashboards feels like it could use an update. If I want to place a new report at the top of the dashboard, I first have to drop it in then need to move it above each report, one by one. It becomes a cumbersome process and the UX does not feel smooth. I would like to drag the report from the bottom all the way to it's final destination in one move as opposed to 8-10. Ideally, when I drag the report in, other reports dynamically update on the view to show where it could land. This link illustrates what I'd like: https://anmolkoul.wordpress.com/2015/07/06/drag-and-drop-visuals-in-your-interactive-dashboard-gridster-d3-js/

The order of categories in the dropdown when you open a new topic, is not in the right order (not the same as displayed on the homepage). Instead of using the category orders like you see on the homepage and the menu, the categories are now placed in chronological order of the published date. In our case, users will see irrelevant categories first and put topics in the wrong categories. Idea: It would be nice when the dropdownmenu of Category in New topic is synchronized with the correct order of categories as displayed on the homepage.

I have a user who has reached out to us because her name was wrong. I edited her user details in Salesforce but it went out wrong again - I'm assuming once it's in the program that's it! Is there any way to change what this user is listed as from within the participants list?

Posting on Behalf of Customer- Data management restrics formulas to only numeric fields. Even though rules engine gives us the functionality to have String formulas, It would be great to have this directly on Data Management.

Hi Team, I've a client who is looking option of having a direct integration with customer? This mean having a new integration with as a partner in order to enable mutual customers to work with us and get from Gainsight their tracking coonversions. Best, Hardik

How cool would it be if a community member received a notification as soon as they got a vote on his or her idea. Also the option to thank the person for the vote. This stimulates mutual contact, as well as involvement in the community.

Posting on behalf of customer. Currently when you add a checkbox on the acitivty layout it defaults to not being checked. It would be nice to have the ability to have a way to default a checkbox to being checked when creating the entry.

I think it would be very beneficial to Gainsight Admins if there was some sort of failure dashboard that can be checked by Admins. It would be cool to have one place to see rule failures and outreach failures(and any other that I am missing) in one place. I feel like this would be a lot easier to check than relying on emails. You could also configure email notifications as well for them as well. Not sure on the feasibility on putting the failure excel sheets in the 'dashboard' but it would be cool.  This would also help support as well!

I found the folder system/ability to categorize with Reports to be EXTREMELY helpful and a great improvement to the user experience. Having said that, when can we expect a similar feature with Copilot? I currently have ~30 Outreaches and those are steadily growing, so are my Power Lists and Email Templates. It's already becoming tedious to go through these since the naming convention for the different functions are similar.(i.e. numerous outreaches, lists, templates that start w FY_ Q_, etc.).

As we can't send operational surveys, shouldn't we not be able to mark survey email templates them as operational? This causes volume in support as customers select it and then can't find the template in their program.

Use case is to send reports filtered to specific users or other user attributes Outreaches - Even when setting up a user level power list and outreach, when you add a report you can't filter down to specific users. For example, when adding an opportunity based report, when you go to add any filters you will only see fields from the base object as well as any account id fields on account and customer info. Despite the opportunity and account object having user lookups like CSM, you can't filter based on them. Programs - Right now it is not possible to send non account or contact filtered reports. Relevant community post here. I hope once this becomes possible we will be able to add user level filters as well.