Archive

One thing I’ve seen a lot of recently, is Tag Spam abuse, in particular for stuff that “security researchers” try to post and of course, (inevitably) spammers. It also feels like a potential AutoMod bypass, as I’ve previously seen Tags created that would normally be blocked by the filters.While it is possible to manually go through and sweep them up to get rid of them, it’s quite a chore if there’s loads of them to get rid of. It would be helpful if the spam filter could be extended to help deal with these issues, with the usual exemptions for Tags created by trusted users i.e. Super User or higher.For example, anything with special characters in beyond dashes or underscores probably don’t deserve to be a Tag and it’s unlikely to benefit anyone other than a spammer or hacking attempt. It would be great if those could just be blocked outright with the option to notify moderators to either approve the tag and link it to the relevant posts automatically, or deny it and zap it completely.I

A very user-friendly (and also very SEO positive) feature is showing solved topic as rich results in the google results list. Google recently announced a new functionality to display structured data, this time aimed at FAQs and How-Tos. After announcing the "Knowledge base" function, that aims to provide easy and user-friendly access to FAQs and How-To Articles throughout the platform, this new Google functionality would provide a similar easy and user-friendly access to this content outside the platform. So my proposal is: inSided provides its customers with tools to enrich FAQs and How-To Articles with code snippets in order to be featured on the search results pages. This way it will be possible to provide users relevant information straight on the google results page and to stand out between "normal" results. Example:

If posts are editable, users can only change the description not the title. Make both editable. 

Can we have Customer Goals in the mega menu?For CSMs with large portfolios navigating to the C360 of each customer can be time consuming. Having a navigation spot to all goals would allow them to see what they are working on and update them all at the end of the day or review goals for multiple companies when talking to a parent company about their children.It would also give their managers the ability to see what the team is working on especially if these goals are sorted in views similar to CTAs or Success plans. 

 Ability to search/filter within this widget.  

Whenever entering attributes into a field in My Portfolio, the only warning provided currently that the character limit is exceeded is a couple of thin red lines on either side of the text box. If this warning goes unnoticed and you attempt to save the text, it gives an error and clears the field causing our customers to re-enter their text again. A more apparent warning (e.i., pop up window) or an error that does not clear the text would be very helpful to not create extra work while entering text in these fields.

Per current functionality, Account Id and Account Id GSID will only auto-populate when adding records to low-volume custom objects on the C360. However, this creates an inconvenience when adding records to an R360, as these fields are still prompted for, but you have to fill them in manually. Auto-populating the Account Id and Account Id GSID fields when adding records on the R360, would be a massive improvement. Related community post:  

CSMs at a client I’m working with (Productiv) would love to have the ability to edit existing timeline activities from Sally the Slack bot.  Reason for this is that they use the Gong integration so almost all of their activities are synced automatically to Gong later. They do have a strong culture of posting updates on Slack, and would love to then be able to push these notes into Timeline but by adding on to the activity that was already created through the Gong integration vs. adding a separate activity.  The merge capability available to merge Gong calls with other activities doesn’t work well given the posts/updates are typically not within the allocated time frame. 

I have a customer who would like to be able to insert text in the description blocks within a success plan template. Use case is that they used to do their version of success plans from a Google Doc in which they would have free text for some fields as a guideline for how to handle a customer.  What they would like to see, as you can see in my screenshots below, is to be able to add text in the success plan description box, for example. Any thoughts on this?

We are using the Gainsight - Freshdesk connector to pull ticket data for health scoring. However, one important element that is missing is ticket CSAT results. The related CSAT objects (satisfaction ratings, in particular) are available by API, but not available by the connector. Please consider an enhancement to include CSAT result data via the connector, since this helps paint a more complete picture as to support dimensions of customer health. 

We have a ton of JO programs that I really wish I could set a naming convention for, but it’s not possible because we are restricted on updating the names of active programs. I don’t want to have to stop the active program, clone it, rename it, and then restart the program (which risks issues with duplicate emails, email errors, etc.). I want to use a naming convention for these programs so I can easily search them in a dashboard I’ve created for program analytics and not have to look them up one-by-one.

Other than it’s ‘not possible’ in NXT, I can’t seem to find an explanation as to why we can’t create formula fields on system objects...specifically Call to Action. Our use case is one we initially had in SFDC...a formula field (boolean) to tell us if a CTA was closed within 30 days or not. This is an essential metric for our teams. The work-around during our transition was to build a completely separate data design and calculate the field there, but it’s far from ideal.The data design is a separate object, so now we can’t include this field in our API pushing the rest of our CTA data to our warehouse. They now have to recreate a formula field there (more work, and room for error) We’ve started pushing users to take advantage of self service analytics and have our CTA object as one thing they can build reports on. Now, we have to give them access to the 2nd data design object just for these few formula fields. It’s confusing for end users and makes taking advantage of this new reportin

Hey folks, I’ve come across this scenario a couple of times now, and wanted to put it forward as an idea. When support/TAM etc log into our tenant it’s done through impersonation; however, the impersonation isn’t just at a permission level, it is at the user level.  The issue this creates is that there is no way as an admin to tell if a user has taken an action/run a rule etc, or if it’s been support. My suggestion is to create a system that allows gainsight admins to see that actions (such as running a rule, creating a report etc) has been done by tech support; this could either be achieved by a dev solution, or allowing accounts to create a support-only licensed user without using a seat from our license count. Thanks!

Our team has recently begun using journeys for automated NPS surveys and other emails. We plan on using it for a number of other surveys and automated emails; that may use similar segments or may need to utilize the same setup.Currently it is not possible to duplicate simple journeys, which means that we need to create a new one each one we want to either update a journey (since you can’t stop one then restart it), or create a journey that is similar to one that already exists.It would be great to have the option to “duplicate journey” like there is in the advanced journey orchestrator and other areas of the system.

We run large trainings and webinars on a company-by-company basis and it would be really useful if the CS team could upload a CSV/Excel file with the attendee’s email addresses and that associate the Company Person to the timeline entry as an external attendee. 

I’d like the ability to control what query options users have in Slack when querying Sally. For instance, we don’t use Sponsor Tracking, so I’d like to not have that display as an option from dropdown menus. I’d like to be able to limit our Sally for Slack to only be able to query basic information on the Account - CSM, Summary, and NPS - and disable all other queries.

What? Include an option to add an additional indicator that shows whether a customer is Healthy, At Risk, or Escalated. to the customer’s Customer360 page. Why? This indicator is easier to spot at first glance when viewing a customer and will indicate how the Customer Owner proceeds   

Can Gainsight update JO so automatic email responses, such as out-of-office emails, go to the “Reply-To” email address instead of the “From Email”?

After receiving multiple End User questions about seeing incomplete data in an export from the default displays, such as the highlighted one here, I reached out to Gainsight Support to find out that the row limit of the file (file size) could not be increased.Then, an End User suggested the addition of an error message that could display so that the End User can learn of this limit at the time of export, and apply filters (which also need to be increased) so that they can obtain the desired data in the export.An example:Run report wide open Get an error ( “Data has reach Limit, data is incomplete, please refine search.”) Refine the search Re run the report Repeat until error goes away.I again chatted with Gainsight Support and they noted that while this is not possible, it could be beneficial and to add an idea here. I then searched for similar topics and it appears that export file size limitations are a historical, unresolved problem. Please listen to this feedback and either increas

Currently if a SP that was once in Status = New gets moved to a custom status still representing “open”, such as “WIP”, the Rule that created that SP will not recognize the first one as existing any longer and will create a dupe. Same thing applies for CTA unique identifiers. Instead, we should be able to further configure uniqueness criteria, at the very least to the point of using Status Category of Open or Closed. 

It would be super helpful if admins have the flexibility to assign custom colors to the Status types. In the below screenshot, I wanted to assign Red color to the “Draft” type since the colors are very few I could not achieve my end goal    

[Customer Request]Currently, Object Analyzer doesn’t support the rules which are configured with ‘load to GS opportunity’ action. Can we make this enhancement so that customers can validate the rule from Object analyzer. 

Hello Power at be: We need a glossary on what each field is mapping to. (I know this is a big ask) but would love to better understand all this data coming in from PX. I have used PX before however the organization i am at does not understand how this data is being curated and our business analyst need some documentation. Passing this along on their behalf: @tonyqu A comprehensive list of tracked events/page views (theoretically available in G360 if triggered,) along with in-depth definitions for each (perhaps in dictionary format or some other form of knowledge transfer.)What currently holds us back from reporting more on G360 data is mostly the ambiguity around event definitions. ·One of these challenges is understanding whether an event is a page view, click, or specific action completion. For example, is the C360 – Attributes counting the number of times a user clicks the corresponding sub-page text on the left-nav of C360, or does it include tracking for when a user scrolls to tha

Question Library is a neat idea, but it feels very redundant. Instead, I’d love if questions that I create on a survey automatically stored themselves in Question Library in an “Uncategorized” folder. I don’t always know I want to reuse a question when I create it. This functionality would allow me to use Question Library more.

On creating a CTA and adding a playbook to it, I would like the ability to customize tasks in a playbook that has been pulled into a CTA before saving the CTA.  When these are saved you can customize the CTA tasks, but at that point, these items have already been automatically assigned out and in reality may not be needed.