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I have a power list set up and it's returning 1 failure for an email address with an apostrophe in it. To the best of my knowledge it's a valid email: https://mailto:john.o'doe@example.com

Hi all, It may be beneficial for some customers to view a comprehensive list of CoPilot analytics by Activity rather than by Outreach, Customer, or Contact. For example, adding Sent, Opened, Clicked, Bounced, etc. into a dropdown to view comprehensively, regardless of outreach, contact, or customer may help in viewing these data points independent of Outreach, Customer, etc. This would prevent users from having to build out a report to view this comprehensive information. Thanks!

Format the comments fields – change font color, at bullets or numbering.

When exporting the CS360 can you add the ability to include the attributes section in this report with out having to create a new UI view?

In report/JO contact can be pulled using account lookup other than out of box salesforce lookup. Same functionality is not available to configure for Sponsor Tracking. This is not allowing us to use contacts which are related to Account using customer lookup field on Contact.Not having this functionality - we can't take advantage of Sponsor Tracking functionality

As of now early visibility of new release is only possible into Production org. This does not help to judge whether our customization will work or not. Also we can't demo of new functionality to user groups. Having ability of upgrading sandbox instances to newer release will help a lot for us.

Does anyone have any recommendation on the use of internal cases vs CTAs?  Currently (and pre-Gainsight) our CSMs create Salesforce cases to send to internal agents for account issues, technical issues, etc via assignment rules.  However, these internal issues are not sparked by a rule or CTA.  We have tried to move our CSMs into creating CTAs for these internal agents but it is far more cumbersome for them to decide a CTA name, reason, type, and select a playbook and then transfer it all to the necessary agent.  Not to mention it is very hard to report on when they are selecting various CTA reasons that don't always correspond to the actual reason of the case (user error!).  If we had only a few CSMs I could see how manually creating CTAs for others to do would work but when you have about 300 CSMs creating dozens a day it gets tricky. 

Allow the 'Tags' that are added to Gainsight to be history tracked so that you can tell when that tag is applicable to the account and when it is removed indicating that the tag no longer applies. This would allow us to create Milestones for some tags while using others to simply report on. 

It would be super helpful to be able to reorder (drag & drop) the fields in the Show and Filter sections on the "Setup Rule" page. For the Show section, mainly to help with aesthetics - preferred ordering of columns in the preview and excel export. For the Filter section, there are times when specific ordering will help Advanced Logic to be done more easily. Also, there are instances when date and/or picklist fields need to be moved to the top in order to help with performance and timeouts.

In instances where it is not necessary to provide a reason for why a CTA was snoozed, it would save time if this step could be skipped when a CTA is snoozed.

We don’t have option to set order on the columns that will show up when we click on a data point on a chart type report. We will have to manually drag to set the required order each time. Order will not be sticky once we close it.  Customer wants to know whether can we add this as a feature request?

Patch release 5.3.7 was pushed to Gainsight orgs today. For details on the fixes included in this patch, please review the patch release notes.

We currently have a slew of dashboards that are broken out based on the function that they provide. This is a little cumbersome as we are starting to have too many dashboards to shift through. It would be great to be able to create a single dashboard that then has sections. For example:  Dashboard: CSM Management Groups: Account Distribution, Customer Engagement, Team Performance In the example above, we have to have this broken out into 3 separate dashboards to help keep them organized. Something as simple as groups or line breaks would help provide separation and singular dashboards. 

If there is a contact on more than one account with the same email address, what happens when that contact unsubscribes? Is that contact unsubscribed for all accounts (since it's the same email address) or are they only unsubscribed from the account which the email was sent for?   Thank you! Lauren

With the upcoming release of notes, we are excited to begin leveraging them with our team. It would be great to be able to port over notes from another internal system to have a history of the customer in the C360.  It would also be helpful as our CSM team begins to move more into Gainsight. This would allow the CSM to work in one place instead of multiple. *Note - The notes from another system are not in SFDC.

New guides & tutorials on Gainsight Go: Tutorial: Create a Power List using Account Data Space Create CSAT Survey Reports Tutorial: Managing Multiple Products as Separate Relationship Types Comparing Survey Distribution Options Load Usage Data in Gainsight using S3 Connector Configure Reports for ROI of CS: Land New Business Configure Reports for ROI of CS: Expand Your Business Configure Reports for ROI of CS: Retain Business Tutorial: Salesforce Sharing Settings are honored in Gainsight New training videos: Intro to Sponsor Tracking (12 mins.) Intro to Email Assist Tasks (9 min. video) Overview of Zendesk Integration (5 mins.)We've also updated 99% of the articles on Gainsight Go to reflect the current UI and navigation paths. As always, if you have feedback about a specific article, or suggestion for new content, please contact docs@gainsight.com

When viewing customer responses to a Survey through the Survey tab, it is currently not possible to copy those responses to paste them elsewhere. This feature would save time when compared to exporting and sifting through a CSV to copy these same replies.

I have a customer who has setup a support portal where users can log in and view/manage open tickets and reference closed tickets.  We are firing off a CSAT survey to these users via Gainsight when a case closes and an email is fired off to the contact. What this customer would like to be able to do is grab the URL from the survey that we sent them and surface that into their portal.  I've talked to 2-3 different people and I don't think this is possible at this time. Any ideas on how we could do this?

I often build a table report in Report Builder and then export it to Excel to play around with the data, even if I'm not doing anything particularly complex. I think a key reason is that when looking at a table in Report Builder I have limited real estate, even after hiding the Salesforce menu. Curious if others have this issue – I think if I could collapse the Show Me/By/Filter section I'd be more likely to interact with tables right in the Builder, especially since the in-column filtering is so easy. 

We use Segment to get our website usage data into Gainsight.  Currently, it's set to run and grab data from the previous day - only 1x a day.  The problem is we need either: 1. to be able to update this manually OR 2.  bump up the data push to hourly OR 3.  get a constant feed Would this help anyone else?

Very excited about the upcoming "timeline" feature.  A challenge I've heard many customers talking about before is getting a sense of which of their customers have they engaged recently.  My idea/question is: would the activities in the "timeline" view be reportable? E.g. would I be able to write a rule / report to show all accounts that don't have activities logged in the last X days?  I think this will be a very strong feature that many customers are going to be interested in. 

Is it possible to provide an option to set dependencies (like predecessors & successors) between ingest jobs?  Suppose, consider there are two jobs - A and B. B should run only after successful completion of A. With the current situation, we will have time gap between 2 jobs to run one after another. But, if we introduce a feature to select an option to have actual dependency btw them on the execution results instead of time, will be more helpful.

I know we have several requests for a customizable export to the CS360 page, but I am logging a request for R360 as well. Currently, the only option is to create a success snapshot to export out for that customer. There are some limitations to this, and the customer doesn't want to edit the snapshot if they change R360 sections etc.  Just an idea of what the customer ideally wants (this functionality would be for both R360 and C360).  Navigate to R360 page > Click Export Button > Popup comes up where you could select which sections you want to export out into the report > Reports that you want get exported out to the user

I have a couple of usage reports on my r360, but I'd like to be able to display the usage of just the "Power" users for accounts with a large number of users.  ie. Display just the usage of maybe the top 5 users.  I *thought* I could use the Ranking function for this, but if I try to Rank by User, it gives me the top 5 users in the Alphabet, since Username is a text field (Is this really how ANYONE would want it to work?!?!) I've tried ranking by the "Sum of Usage Hours" but that just gives me the one week with the most usage, which is what I would expect if I ranked by "Date". Ranking by "Date" gives me the most recent date, not the date with the highest usage. Here's my account usage for ALL users on an account (this one has 20 users): http://screencast.com/t/s6WvKRPU5 Here's what I want - Just the top 5 users usage data: http://screencast.com/t/Lme0InEh  Is there any way get this short of visually picking out the users with the most usage, and manual

This is incorporating more Box innovation into Gainsight.  We would like to use the widget and have the widget show automatically the folder of the current customer.