Archive

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. 

On the Proximus forum, we are often asked to reply to private messages. At our last meeting, one of our colleagues suggested this idea: - When we log in at the beginning of the day on the forum frontend or via the insided interface, would it be possible to have a pop-up to warn us that we have new private messages? At the moment, we have a red bubble with the number of private messages but it would be interesting to have this little pop-up... 

Example, rank filter allows you to select matching ranks, but you cannot select all or none, you have to manually check hundreds of rank boxes.

It would be great to add a phrase next to someone’s name in the ‘Community Content & Category’ widget such that it would also specify locations of content, such as Product Updates.

I really appreciate now having the ability to filter by “Last Activity” in the User Overview section of the platform, but to really measure monthly active users for our community members, I need the ability to see if there were activities completed (bonus if I can get the actual quantity too) within a time period. For example, if someone’s last activity date was in June 2022, I’d like the ability to see if they also had any completed activities within May 2022. My workaround won’t help retroactively, but at month’s end I could, in theory, pulled the “Last Activity Date” for the current given month and go forward. 

When you're at a user profile at the frontend there are links to each reply (or topic) they posted. In Control you only see the topic they replied in, once. There is no way to click to that reply directly in Control.We have some topics that have thousends of replies, finding a specific one can be very tricky that way. When you click on Control while at the frontend, you don't always end up on the same page in Control (I suspect because of trashed replies).It would be nice to have a similar view in Control like the ons at the frontend, like on our profile :)

Can you please allow for the profile field type to be editable once created and still in testing. Granted, profile fields can’t be messed with once they’re published and already in use, but for the purpose of set up before anyone has used it, can they be edited - would save time in writing a long list of options to then realise a different type would be better when I test it. Thanks 🙏

Having an easy way to make community member profile pages hidden for all non-logged in viewers when membership is required to engage and the community has been set to have public visibility.We have a paid product community where we want to get seo value + visibility for prospective members without sacrificing our members personal info (full name, business name, website url, etc.) being viewable. An alternative would be to have the ability to hide specific member profile fields although this solution will not be as good.

Much like in Slack it would be helpful to be able to receive notifications (email or in-app) when keywords match. This would make it easy for community members and or our own team to monitor for particular activities without having to visit the community.

One of our community members shared some feedback with us that it would be helpful, within the platform, to have a calendar view they could access that would show all the events they have RSVPd for vs. those they haven’t and could/should RSVP for.I know there is the blue checkmark, but maybe there is something more obvious we could display or some kind of filter for this.

Currently, the webmaster email name and address use the same setting for all system emails. I’m watching this webinar from Richard Millington on a case study around improved engagement, and one of the recommendations (around 14:15) is to leverage knowing the Community Manager’s name / more personalized communications from Community Managers. This could be effective for many System Emails, but not all. After awhile they could be “noise” that the recipient ignores. Emails I’d want to use my name or someone else’s: Welcome to the community Welcome to the group (might want to use the group leader’s name/email) Join the community Join a group Is your question solved (maybe … perhaps a more personal appeal would increase effectiveness)Emails I’d want as generic platform notifications:Private message Question answered

Are you able to create new tabs in the profile section? For example, “Getting to know you” “Advocacy”, “Areas of Interest” etc. so it’s not so overwhelming having all the questions in the same area  Also - I am a new customer, but I don’t have access to the product idea section, could I be added?

We’d like to have the option of switching off system wide emails for a limited time. Example - we need to migrate a whole lot of content that weren’t included in our initial migration, and we’d like to do it without unnecessary spam to our users. 

Would like to be able to customize the column view to add custom fields to the Segments Overview page and be able to filter with more advanced logic include “OR”