Archive

If I sort the comments for example “Newest first” and I go to the next topic I have to choose this option again.Why the platform doesn´t remember the option user choosed?

It would be great to be able to just reply to or send an email directly from timeline. Other systems such as Hubspot have this functionality. This would make it so much easier to interact with customers without having to go back and forth between GS and Outlook

I have a customer who are heavy users of Journey Orchestrator who have encountered a block in a key workflow of data syncing. With the recent JO to Timeline sync capabilities, it is now easy to sync JO communication for awareness within Gainsight. The problem is that the Timeline Type of these synced emails, “Automated Programs”, cannot be source=d into Rules Engine as the tokens are stored as separate fields in the backend. The token values which are stored in the custom fields can be separately synced to Salesforce however the entire text won’t sync then.This keeps customers from being able to sync the JO Emails / Automated Programs into the spaces where other teams outside of Gainsight can reference or report on them.

There are certain files in the AWS S3 Export that are better suited for CVS format and others that are better suited for JSON or XML format. I would like to request and option to have the integration allow for file type selection for each file, not just file type selection for all files. Use Case: For all structured files coming out of Gainsight PX (event, engagement, feature matches) a CSV file is a bit more manageable with automated processing tools like Talend as it allows for the entire file to be inserted into an existing table structure. However, when you get into some of the more “unstructured” or “dynamic” files, we run into issues where the CSV format does not allow for nested data structures or is now less desirable as column structure and order is no longer finite. The Request: I am asking that the AWS S3 Export Integration allow for a file type to be selected for each individual file as opposed to a file type being selected for all files included in the export. This would a

The Erase Data process in Adoption Explorer is ridiculously easy to screw up. First, when I am looking to erase some data, it is very unclear that we have to go into the “Erase All Data” to actually get into selective data deletions. Then, the filters look like they should provide perhaps a preview or confirmation that this is the right setup after hitting save, prior to deletion. However, that is not at all what happens. It goes ahead and processes the deletion right after hitting save. This is kinda wild. 

GS Schedule Analyzer is very lacking, in the sense that it fails to provide the following: 1.I wasted 15-20 minutes trying to find how to modify the hour interval because the page was zoomed in Chrome , at 125% and the hour interval zoom could not be modified to show a the hour increments and instead showed only intervals in 15m increments. This seemed to be a bug which I tried, but can not reproduce. (hence why I didn't submit it as a bug, since I can not provide proof)The main gripe I have with this is that there is absolutely no indicator of where I can click to modify the set interval. I had to discover, on my own, that the headers can be clicked; they are just white empty space and that's just bad UX, if I were to give my input.At the very least, the mouse cursor should modify when hovering above them or an edit pencil icon should be shown next to the Execution Timeline Report header.(Is there a UX team even working on this tool and what are they doing?!) 2.Ability to export a rep

Hi folks, Currently, Gainsight support access a tenant via a user impersonation workflow.  Whilst this can be helpful in certain scenarios it’s less than ideal from an action logging perspective; who changed a rule, who took what action.  The same is true for any COM/TAM assisting with buildouts. Previously we’ve been told that it isn’t possible to implement separate logins for support if SSO is enabled, however surely there has to be a better solution than Gainsight employees piggybacking user credentials? Do any admins currently implement separate logins for support/COM/TAM?Does Gainsight have this on their roadmap to address? Thanks!

We had a participant that was dropped from an ongoing program and did not receive an expected email due to a backend server issue.My expectation would be that if a backend issue prevented a participant from being evaluated during a conditional wait, that the conditional timer would essentially be extended until the next scheduled check, rather than for the participant to be dropped from the program without notification and have it labelled as a failure.Is there a possibility that something like this would be able to implemented?If not that, would it be possible for there to be a notification for ops events that would show up here?If the Gainsight home notifications aren’t possible, would it be possible to have a field within a program that we could update with the email address that program failure notifications for that program should go to? That would solve a lot of our issues where the team member who created a certain program isn’t the one who should be receiving the issues, whethe

I would like to have My CTA as the default view for all. So that CSMs do not have to toggle and narrow it down every time and this will reduce the number of clicks and would be more user friendly.

Hello! With the impending sunset of the bionic rules and the forced cutover to Horizon rules, it would be fantastic to be able to filter the Rules list based on the “type” of rule. This would make our work in migrating old bionic rules WAY easier, in that we could filter the list to bionic rules and work down it to ensure everything is migrated.  On the flipside, today I found myself looking for an example of a horizon rule to test something and I couldn’t easily find it because I don’t remember the exact name. A filter would fix this, too. Add “Rule Type” here please. 

Hello,    I would like to be able to change colors on graphs for the Response Report under Surveys 2.0 analyze. I’ve learned from support this isn’t possible. Please see screenshot where a response of “Does Not Meet Expectations” is green and “Exceeds Expectations” is red. I would like to reverse these.    

Our admin team often uses an object’s data tab in Data Management to make quick updates. Being able to set the display fields (and ideally) the order they display in would be a time saver for us, since we often need to see those same fields, and we need to re-add them each time.  

There are times I need to search for a report, and I know either myself or a team member created it. I’d like to be able to filter to see reports created by myself or a specific team member. However, you can only filter on the same field once in Analytics. 

Posting on behalf of our VP CS. Use case: she wants to report on the entire dashboard for a particular segment and include it in a periodically shared slide deck, and then do the same with other segments. This currently requires changing filters, screenshotting, changing again, etc. She is looking for something quicker that does not require so many filter changes, especially when starting to think about combos of filters. The obvious solution here is dedicated dashboards for each of these use cases. However, this creates a scalability and maintenance issue long-term, for example when adding a new report or filter or making any sort of major dashboard update. It can also cause problems once considering sticky filters across dashboards. That said, I also see a “save as” function resulting in a similar problem. Aside from enablement, what are some best practices on mitigating the clicks required to achieve this sort of use case?

Please add the ability to create a custom KPI widget that can take a date and display it as # Years # Months like the Standard Widget can. 

Can Customer Goal Name be hyperlinked similar to Company, CTA and Success Plan Name in tabular and drill down reports. If the Goal Name is included on a report the name field is not clickable but it would be good if we could click and navigate to the Goal directly similar to CTA, Company and Success Plan. 

Looking for the ability for a user to change datetime to display in 24-hour time rather than am/pm. For Timeline, Activity Date has to be set hours, minutes, am/pm. Some users would prefer to use 24-hour format. 

Provide the ability to change the date format in JO/Program in final email

Any time I implemented Gainsight the goal was also to get CSMs to perform maximum amount of work with the least amount of clicks. As this influences user’s experience and their attention rate. This methodology does not seem to exist when rolling out new features to admins. When on this page and I am doing testing I can’t run the rule but I can when int he edit page? This means if I need to re-run the rule I have to go back to the edit rule page, click run, and then come back or instead of edit page I have to go to Rules Engine page. I know this is a minor thing. But minor these like this affects usability. Especially with how the horizon rles load pages has been having issues. 

There is a lack of clarity regarding which time zones are displayed in different areas of the product (application timezone, user timezone, etc), such as Rules Engine or Connectors. It would be immensely helpful if the same tooltip that displays in Report Builder could also be pulled into these other areas of the product. Examples:Report Builder (Desired Result) Rules Engine (Lacking Tooltip)Connectors 2.0 (Lacking Tooltip) 

It would be great if our community members could select more than one option at a time under the various Sources that we have in our federated search (i.e. Knowledge Base and University).

We use MadCap Flare to create our help documentation. Among other functionality, the software lets us to publish tooltip text online that our developers can scrape to place directly in our app. This lets us keep the tooltips up to date without any need to involve Engineering. I’d like a similar functionality in Gainsight PX so we can keep engagements up to date with the latest automatically, rather than relying on a process to update our docs in both Flare and Gainsight.

We recently rolled out Success Plans to some of our Professional Services team and noticed that by far the most useful information on the Success Plan for project planning is the Gantt Chart.We’d like to be able to have the Gantt Chart tab appear first and then Objectives, Timeline, and Plan Info last. In order to do this, we would like the ability to re-arranged the Success Plan UI layout much like how the sections on the C360 can be re-arranged. It would be useful to make this part of the Success Plan type layout so it could be customized by type of Success Plan. 

[Customer request]:Hi Team,While adding the activity from the calendar widget or E2T, the company/relationship resolution is not Honouring the active flag of the contact(ie.. in Relationship/company person).Customer wants to consider the only companies which are associated with the active contacts. Can we check the feasibility of this request.

I would like to survey customers to find out how helpful they find the engagements.Currently, I can run a survey automatically after a customer completes any of a set of engagements. However, there are no reports available to correlate survey results with the preceding engagement.Any of the following possibilities would help me:Correlation report of some kind Drill-down into survey performance results to see prior-run engagements  Configure survey screens to run at the end of every engagement, and see scores as part of the in-app performance