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Hi all! :) I assume we all know that a good share of our users are not veterans in sharing their feedback in an Online Community. Often, their posts / topics are lacking important information, which is delaying internal feedback processes and also frustrates our superusers - they would like to help but lack the details in order to do so. There have been several initiatives on our Community to rectify this, e.g. by creating a "How to use the Forum" category. Unfortunately, many new customers do not bother to read about the best practices. Manuals are overrated, right? Furthermore, I also noticed that many customers do not mark a reply as an answer, or "forget" to un-tick the box that marks the topic a question. This pollutes our data and creates a lot of work, as we have to manually change questions to regular topics. I am certain that all of this could be reduced to an absolute minimum by introducing the "Feedback helper": Every time a customer starts a new topic, the platform cou

The Open Cases in the summary widget take its number from Salesforce Cases. But shouldn't it be configurable based on whether we are using salesforce cases, zendesk cases or whatever support system we are using

The idea of having comments in a report on a dashboard is great! But unfortunately depending on the length of the actual comment, there may be no good way to actually read them. Adjusting the size of the field can help slightly, but being able to "Wrap Text" as in an Excel spreadsheet would allow us to read all of the comments in a semi-permanent way. This would be a useful feature that greatly add to the legibility of comments in a dashboard report.

It would be great if all customers that were candidates for an outreach were logged in a table.  For example you could have Customer A, Customer B, and Customer C that should receive an email today.  The email for Customer A is sent and this appears in the email log table.  Customer B appears on Gainsights master reject list so it is rejected and does not appear in the email log table.  Customer C is missing a token so it also does not appear in the email log table.  The only way to know about Customer B and Customer C not being sent an email is to manually scan through every Outreach result email.  It would be great if these customers that are not emailed are also placed in the email log table with the reason why the email was not sent.  This way action could be take against those entries to notify the CSM that they need to current a customer email address or add a missing token.

I found the below description about how internal survey submission works, but would be great to get more clarity, please? We're trying to figure out if we can use this as an internal survey tool (that is completed on behalf of customers)  My questions:  Who needs access to the survey? Can someone without Gainsight access take the internal survey on behalf of someone?  Is the survey still sent to a customer? Can it be sent to someone other than the Contact ID it's associated with?  What I found:  ****** Allow Internal Submission Check this box if you would like to be able to manually enter responses on behalf of survey recipients. This might be used if you had a low response and decide to do a phone campaign to ask the same questions. When enabled, the internal submission option appears on the Surveys > Distribute page, in the Actions column. (this feature is not available if you distribute via CoPilot)

I would like functionality built into Gainsight that will allow tasks which are re-assigned to a new user to fire off an email or notification of some sort once that task is completed. This likely [i]must be a SFDC task (rather than CSTask) because the users completing those reassigned tasks do not have, and likely never will have Gainsight access. --------- Detail: Our CSMs work with a variety of other functions in the organization to complete technical builds, answer detailed questions, maintain or fix something that's broken, etc. Our organization is a heavy user of Tasks in SFDC. Both to report on what individuals at our company have completed, when, and how long they spent on the work; but also to help our end users manage their day and items on their plate. Before migrating to Gainsight, our CSMs would create a task (let's say build a search on our platform) for the technical team to go perform. After creating the task, they would reassign it to the technical team - along

When manually creating a CTA, it would also be great if you could interact with the tasks in the same form. For example, we have a custom CTA type for Product Feedback with one task associated with it. So, today, the CSM has to manually add the CTA and playbook, and then, after completing that, go back into the task to complete some additional information. Would be great if they could do that in the same step.

Hi there, I’m aware it is possible to check the # of contributors on topics in general thanks to this topic. However, wouldn’t it be nice to just see this number directly on control? Use case: We’ve recently had a serious bug on our product, affecting a rather large number of users. This typically causes for a number of duplicate topics, one of which identifies as the one with the most interaction. I will then moderate the topic, mark my answer as a mod break, then move all the duplicates to this topic. This way, comms about this issue remain in one place. Our engineers will ask about the community impact for two reasons: a) setting priority on fixing this, and b) to put together a postmortem once the issue was fixed, including the community impact (Emails, Tweets, Facebook posts, Help Community impact) Going to the collective topic and seeing a) Views, b) replies, and c) number of unique contributors would help me add to the report. a) and b) are already there. Interested t

Our CSMs heavily use the snooze feature when working with CTAs.  Unfortunately I am not able to look at the day a CTA was snoozed, only last modified date and when a CTA was snoozed until.  I am requesting that you track and provide the date a CTA was moved to a snooze status.

Is there a way on the Customer tab to sort first by Overall Health then by revenue? So all the red health ordered by revenue, then all yellow by revenue, then green by revenue? Right now we are simply filtering to RYG in the Overall Health column then sort by revenue but it would be nice to see all together. Is there a way to do this?

Since only admins can build dashboards, the idea here is to have "Grouped" filters that can be applied and have users to apply/modify the filters within this filter group to reduce information accordingly. However, as a manager may want to filter down to individuals or different accounts etc. If they need to do that on a regular basis it can become a bit tedious. Therefore, If users could just use "Grouped", or Saved, filters under a certain Group Name and call them whenever needed this would come handy. Along these same lines, a general reset-all-filters-to-default for a given dashboard would be useful as well to start from scratch.  Thanks!

When in cockpit looking at a CTA with multiple tasks assigned to multiple people it would be nice if you could "poke" or chat with another user to get a status of that task.  It could be a gentle reminder that they have an open task.

I have a rule that assigns a CTA when a new renewal opportunity is created.  How do I set the opportunity link on the CTA when it is created?

Hoping for some suggestions/ideas here. We have a product that depending on the reason for purchase will not have "normal" usage.  Our CSM Leadership team is looking for a way to indicate whether a user will be a power user or a more seasonal/occasional user, and then, tailor alerts and copilot campaigns based on that designation.  Has anyone done something similar? I'm thinking we could create a field on the contact record to designate, and then, use that as a filter for Copilot.  Since we have multiple products though, that could get tricky.  Would love any additional ideas.

Currently, the UI label for exporting dashboard as a presentation says, Email Dashboard as powerpoint. However, PowerPoint is a Microsoft product, and the exported dashboard can be opened in Google Slides as well. Can we change the UI label to a more generic - Email Dashboard as Presentation?

Hi Community! We are gauging interest in a Slack Integration with Gainsight. Please vote for this post if you'd like to see a Slack Integration and provide details in the comments for what you'd like to see! Here's what we're thinking: Gainsight would surface a notification in Slack when the user is assigned a CTA. The user can choose from two buttons that say 'Take me to the CTA'  (would redirect back into Gainsight) or 'Remind me later' (the notification would reappear after X hrs). In Gainsight, we could add another option in our 'Notifications' configuration that would allow the user to check or uncheck 'Send notifications to Slack' (just like email notifications today) to allow the user control over the notifications.

It would be great if a Gainsight Admin was able to sort the Rules Engine by run time.  Currently, I have an excel sheet where I list out each run time and have to manually add and edit rules after I modify the Rules Engine.  If I don't keep this up to date it is very hard to find a window to run a rule. 

Example, if a lookup field from contacts is added, ability to have the hyperlink to the contact in a report.

Hi all, I'd like to have an opportunity for our moderators to see which topics are most in need of a response. For instance a topic set as a question, and without a reply after a given time, should go red and jump to the top of the queue for moderators to handle immediately. We would like to give customers a reply/answer within 24 hours. It would be lovely to have the opportunity to see these in the status overview without having to add another filter. Best, Ditte

Hi all, When users are sent notification emails about new content in their topic, they often respond to the email. Depending on workflows, these emails may take a while to get to. I'd like to be see customers email responses being posted in the topic they're replying to. Best, Ditte

Hi all, I'd like to have "Partner", and "Superuser" added to the Primary Role. Even better, I'd like to completely customise the list myself. I have yet to find a usecase for "Users awaiting email confirmation" or "Unregistered / Not logged in". Best, Ditte

Several of my customers are very excited about Timeline.  Specifically, they are looking to use it to replace existing "weekly update" mechanism.  In order for them to be able to do that though, enhancement to Timeline reporting are needed, specifically around the ability to show the actual text from the "update" activity.  The desired workflow works like this:  Managers set expectation with CSMs that they need to post an "update" on Timeline every week/two weeks/ month CSMs port "update" type of activity, and have an ability to mark whether this update go into an executive update report Managers consume the updates that have been marked "include on executive report" through a report in Gainsight, which shows all "update" type activities posted within a specific timeframe (e.g. last week) They can then export the report / use and copy it to an email they share with executives for the weekly update My understanding is that the key gap right now is showing the

I was creating my first email in CoPilot (yay!) but I was running into some formatting issues. I wanted to jump into the HTML and add a few line break codes to fix the issues. However as far as I can tell the only way to access HTML is if I paste in the code for the entire email. Then, once that's pasted in, I don't have access to edit the HTML. If I want to make some changes after seeing the text I have to paste it in again as the whole text. Is this accurate/expected functionality or should I be able to edit the HTML of text created with the WYSIWYG editor?

I would love the ability to visualize data in a Gauge Chart. This would be for visualizing % to goal for various metrics.  This is a key part of our executive and management dashboard and there is not a current chart option that gets this point across.  Along with the gauge chart option, you would also need to be able to specify the min/max/middle values. Ability to choose the colors would also be very helpful!   

Posting this one one behalf of a customer: We have the ability to have linked objects on CTAs, which has proven to be incredibly helpful for many customers use cases. I had a customer bring an idea forward on a potential way to build on this a bit if possible. The customer has the Opportunity object linked to CTAs, but the CSMs currently have to manually select which actual opportunity would be connected to the CTA. I'm wondering if there might be any way to automate this in the future so that we can select the Opportunity that should be tied with a CTA in the rule?