Archive

For the emails sent by the system (*.insided.com/email/system-emails) like “New reply”, “New topic”, etc… I would like to see statistics about performance and use of this emails. In particular I think it is useful to know:How many people opened the mail? How many people clicked in the call to action? How Many emails were delivered How many people click on the unsubscribe linkThanksAlfons

We’d like our CSM’s (non-community admin) to take the lead on groups that community-admin has created for them and their clients. However, currently (as I understand) only community-admin can approve / deny ‘join group requests’ for private groups. We cannot make these groups public to avoid the approval step because these are account-level groups discussing account information.

Meltwater has 8 different product lines and most customers only purchase 3-4 of these lines.   We love the Product Update subscribe functionality. What we are noticing are customers are unsubscribing after a while because they are getting too many updates not related to the product they’ve purchase. It would be great if a customer could select the filter (product) to subscribe to instead of all updates. 

Hi Team, In report builder, we can drag fields and add them to show me or filter section but the same is not working in Scorecard Section Reports.Can we maintain the same functionality across all the features.

Due to the large number of available dashboards, CSMs are often clicking through multiple dashboards until they find the one that they actually need. Some kind of homepage containing tiles with a preview of the dashboards would help them more easily navigate to the right one.

We currently have the ability to associate email timeline entries with CTAs through “Associated Records” (on the timeline entry). However, any subsequent responses to the email will have to be manually re-associated with the CTA. Can we develop a feature that allows for email threads (for existing emails that have previously been tagged to a CTA) to be automatically associated with that CTA? That would save us time with the manual association. 

Hello!My ask is that we have an automatic milestone created for Customer Goals. This auto milestone ideally would indicate when a goal has been created and its status changes. I am currently creating a rule to pull the date goals are being achieved, along with pushing them to the health score and the timeline, but having the timeline push this information would be much easier.

Most areas of the Insided platform (feeds, content moderation, widgets) show questions with one of two icons: the magenta question mark or the green checkmark. It’d be great to also have this context in the Content Dashboard’s table of “Popular Topics.”  When filtering by views, likes, and content helpfulness, the question status helps answer these important questions: What are my most popular (views/likes) answers?  Do any of them have troubling content helpfulness ratings?  What are my most popular open questions?  Should we try to answer them and solve a significant user problem? (almost always, yes) I guess an alternative solution would be bringing some of the content dashboard metrics into the customizable columns for content moderation, similar to how reply count can be shown as a column or filtered upon. Another alternative is to add a filter for best answer yes/no like other parts of moderation. The current solution is that you need to click into each topic to check the status

There are situations when I must knowHow many users / registered users have visited certain child category + how many times + their nicknames How many registered users have posted to the certain child category + how many times + authors nicknames How many best answer are given certain child category + how many times + authors nicknames Additionally: How many likes they have given and received there + their nicknamesThere is a partly workaround for this, just export Post data from Analytics and pivot it but this is so important data for us as a community leaders, this should be out of the box view in Analytics. 

It would be helpful if the Daily active users could be updated in real-time and added onto the PX dashboard. At the moment there is a delay between when the users log into PX and when they are officially added onto the dashboard.

When creating a people map at C360 for first time there is no option to give that people map a name. Only when a second map is created does a user of Gainsight have the option to give the map a name. Could Gainsight make it possible when creating a people map for the user to select whether it is an organization map or a sub-map of the organization and allow naming of the initial map?We have deep customer hierarchies with Multiple CSMs serving the account, and the ability for them to use the People Mapping feature is dependent on understanding what customer department or business unit(s) it represents. A naming option even for the first map would go a long way, because the first map created, isn’t necessarily a full organization map.

Hi Team,The customer reported that in the New C360, the Calculated fields were not visible and were unable to be added to the List view or Chart view.   The customer expects to see the calculated fields that are created in order to be able to add them in the New C360 List view.I could see the same behaviour in both Old and New C360.Could you please take a look and suggest. 

Our users are asking for the following enhancements that do not seem possible at the moment.After creating a Success Plan make it possible to correct the Company or Relationship it is associated to. We have deep Company Hierarchies, and it is not uncommon to choose the incorrect C360 or R360 in the hierarchy when creating a Success Plan. To correct this our users seem to have three options. Clone the Success Plan and close out the original, associating the new Success Plan with the correct C360 or R360. Contact an Admin Start from scratch After creating a Success Plan at the C360 make it possible to associate the C360 with one or more R360s. It seems that after creating a Success Plan at C360 there is no option for an end user to associate the Success Plan to an R360 without starting from scratch. The Clone option or contact an admin option will not work.Grateful if the Gainsight Product Team could look into this in improving these capabilities.

Like I guess a lot of people out here, contact data quality is a constant fight. But we’re not helped by the fact that some of our customers have got dual email addresses, and they sometimes use one or the other to register to events or CS sessions. In Gainsight, we can store the email in the standard email field. But we’ve created a secondary email field on the person object to recognize users who have done certain things with their other email. To match data, it would be handy to be able to perform merges with OR conditions (and not just AND conditions like is the case right now):Left Data Set Email Field = Right Data Set Email FieldORLeft Data Set Email Field = Right Data Set Secondary Email FieldI know we can do a lot with data designer, this included, but I think being able to OR condition the merge task would bring value for data matching and keeping things simple. 

We would like to request the ability to make fields that are editable in a C360 attribute section to be searchable via lookup by the end user. As an example, having a CSM click on the editable field and being able to search for a person/company person name or email. This could be used to identify a key contact/executive sponsor/etc. Thank you for your time and expertise!

Hi,It would be great as admins to have more flexibility over this notification our CSMs receive when trying to log a timeline entry using Gainsight Assist when recipients are contacts at multiple companies due to their account structure/hierarchy.In the example below it can be difficult for a CSM to know based on the information provided which is the right account to select to have the timeline entry logged to. In an ideal world admins would be able to tokenize fields (for example, include an account ID/number etc.) next to the account name to make it more clear which a CSM should be selecting based on their knowledge of the account.The workaround today is for a CSM to navigate in Gainsight to see which is the proper location they should link the timeline entry to -- us being able to provide more detail up front would make for a smoother logging process for our teams. Thanks for considering! 

Request for leadership today to be able to customize the fields on the left hand panel of the Success Plan screen in the Overview section. We have a specific Success Plan for Risk Mitigation, and they’d like to be able to view the Active Date in that section.  Would like to give the admin the ability to customize that widget.  

Hi community,One of our end users suggested something that we believe could be a major quality of life improvement. Currently, from within a CTA, it’s possible to create a new timeline activity. However if the user wants to just associate an existing one (ex: and email logged via google plugin) they have to get out of the CTA and have to go to the Timeline.Again, this may be more a quality of life improvement but I believe it’s a great one, particularly when it comes to efficiency.  

Hi allIt would be extremely useful if for fields on string texts we could select the option to case match or no case match when applying filters.This is currently missing in DD/RE - I know it’s present in some areas of the platform, but we really do need this kind of flexibility.Thank you!

Currently, Gainsight only allows reporting off the second level of lookup ID (when set up properly of course). This works fine when you need to report directly off something like:“Company » CSM » Manager » Name”This works because the Manager lookup is on the 2nd sub-level. The issues arise once you start trying aggregate reporting off Success Plan data. The scenario above now becomes:“Success Plan » Company » CSM » Manager » Name”This won’t work because the manager lookup is on the 3rd sub-level. This matters for our organization because we heavily leverage Success Plan data for contractual deliverables, renewals, and escalations. The only workaround I’ve come across currently is leveraging a rule to pull in the Manager lookup ID from the User table to fill in the limitations in the reporting. Doing so is not only tedious, but requires me to write to a whole new table to report what’s already living in another area. 

I’m currently putting together a two-page survey with one question on one page and two more on the second page. I’d like to put some text at the bottom that says “step 1 of 2” then “step 2 of 2” but I don’t see any option to just add an additional text box in the survey step anywhere. Is this on the roadmap or if not could it be added?

When creating a Segment there is no checkbox with the option to include null values for multi-select dropdown.They are attempting to recreate a report as a Segment but the options are not the same so it makes it difficult to use the same data. It is expected that the functionality would be similar across the platform. Image from report builder 

We would like to track individual users total session time (across sessions) to determine if there is a critical amount of time users spend in a trial environment that leads to a sales opportunity.  For example, if a user initiates 5 separate Gainsight sessions for a total session time of 30 minutes and that leads to a sales opportunity, that could tell us if that’s a critical number to achieve consistently.

If you could have a sent vs received view it would make it so much easier to manage PMs in an active Community.  Right now, for every badge a user earns I have it set up to send a PM to the users, these to show in my PM list.  While good to know, it is just noise when trying to find PMs sent to me., vs what I have sent. 

Rather than having to run a ton of API calls, it’d be great if we could use the many new filters in the Users Overview to bulk award a set amount of points to that selection of users.