Archive

Hey :) As a newbie to the Insided I was wondering if there are any workarounds to add a new tab under the “Forum” Module. Looks like we can only add Categories, recent active and unanswered but wondering if there are any ideas on how to add a category that shows the most popular by likes. Thanks! 

It would be great if when you logged an email via Gmail that it gave you the ability to tag the email via the plugin, right now, it’s quite admin heavy to have to go into your timeline and retrospectively tag all the emails you log. The majority of our communication is via email and this means we lose a lot of data if CM’s forget to tag

On behalf of a customer,      When an email fails due to a soft bounce, the current design is that an Admin must utilize email reporting objects (Email Log, Email Logs V2, Email Raw Events, etc.) in order to review the failures, since the email address will show as valid in Email Validator. This leads to extra actions being taken to review the failures.     It would be more efficient if Admins were able to review all email failures from within the Email Validator feature, by adding a separate tab or some other means, which integrates with the available reporting. This would provide for a centralized hub where Admins can review the failures, instead of the extra navigation and time spent.       Please take this into consideration for the future roadmap.

Hi,I’m newer to Gainsight so forgive me if this is possible, but in chatting with the Gainsight support team they said it’s currently not and there aren’t existing requests open. It would be great if fields were editable in various ways after being saved. For example, if the display name could be edited (i.e. not the field_name) or if values in a dropdown list could be edited/added to. It’s very difficult to predict future business needs/changes, and as a result, it’s not entirely feasible to have everything about a field exactly correct when setting it up for all future business cases. From what I understand the workaround is to create a new field, find everywhere the old field is being used and replace it with the new one, but that can require an extreme amount of work and I may end up with a new field name that I don’t want (ex: ‘Risk Status’ becomes ‘Risk Status - New’) as a result of a necessary business change. If this type of editing is possible, that’s great! If not, I hope it

I have often come across Customer asks - If they can assign a CTA to more than one owner? At times more than one team are involved during customer journey and even though the playbook tasks can be assigned to different owners but also CTAs need to have more than one owner from respective teams.Is there any roadmap for this in near future?

Recently I have been looking into the dashboards to speed up my data retrieval. Although I still put the data in Excel for more detailed use, I do miss some variables in the dashboards. The two biggest for me, 1- Custom user role We use this a lot to define different beta-test and other user groups. 2- Main categories With a lot of sub categories and no filter save option on dashboards I would like to ex- or include larger batches than clicking all the sub forums one by one. I would love to hear and see what else others may come up with. --- Besides the variables, I would like to discuss the filter possibilities. Yoeri said this: We've investigated saving dashboard filters in the past, unfortunately this is not possible because we embed the data into our Control environment @Yoeri To continue here, It might be my limited view form the outside. But wouldn't it be possible to just save the filter subsets you had selected and then save that? That would only generate data as you o

Hi Team, Client Name: Lockstep‍ has mentioned that it would be helpful if we can alert before deleting a folder. Currently there is no alert. 

When ever customer uploads the CSV file as the exclusion list in the JO program and if they have any spaces in the data then system is not throwing any error message at the time of uploading the file and hence customers are thinking that the file is fine and running the program. If there is any way to get a message stating that the data has some spaces in it while loading the CSV file would be very helpful for the customers.

There are some good bulk operations already available for topics, but I think there’s one missing: bulk replies. Use Cases: Relevant product update or fix to a specific feature and you want to add a note to existing questions about that product A notification to the Bulk Move action (if you want to be transparent that you’ve moved the topic) Any use case around engaging those on the thread One I have: we invite those involved in top viewed/rated questions each month to present on our Success Hour webinars and demo the solution.  Relatedly, it’s a nice engagement tactic to reinforce the type of behaviors you want to see.  “Hey, this was one of the top 10 posts of the past month! Thanks for posting it and adding to our knowledge base.” An interim work around would be to deliver this idea:  With this, bulk replies could be configured via Zapier/API automations to add a specific reply based on a specific moderator tag. 

When adding assets such as images to a post or event or other content, it would be helpful to be able to browse an external source for that asset such as Google Drive rather than just your local system. Alternatively, it those assets could also be pulled via a direct URL.

Today if a topic has the same title inSided doesn’t allow for this to be posted, you have to alter the title. Given that the location of the content is often unique, would prefer to have the system allow for duplicate titles.Places where this becomes annoying:Introduction categories - where new joiners need to creatively think up a new title each time rather than us being able to standardize these so they contain something like their role, city/location Communications that we need to post across multiple groups. In these cases we’re sharing the same information with each group generally, but mindlessly need to adjust the title each time.

Hi there,  I’ve noticed that we’re pretty limited on what we’re allowed to do when setting up Search Configuration at the Relationship level. Our use case is that a lot of our CSMs search for customers via a 7-digit ID that exists on the Customer object. We have this ID as one of our searchable fields at the Company level.However, in order to have this ID also be able to search Relationship records, we apparently have to copy that field on to the Relationship object in the MDA. This is inconvenient and adds unnecessary overhead. I’d like to just have access to the field via a lookup in the Search Configuration section. Thanks for considering.

Hello everyone! I am trying to evoke engagement in our community. I asked one of our customers that reach out to the support team frequently, to post his questions on the community on his behalf. Would it be possible to change the author of a question? - I mean to post it from my account and change it to the customer's account. 

This was identified by one of our community users: There’s no way to flag an idea like there is for other posts.Use case: User wants to delete their post. 

This feels about the right place for this one! But feel free to make it a question if that makes more sense.Just recently, there’s been an increase of spam and hacking attempts from “security researchers” on the OVO Forum. For most of it, a quick Flag and blam! @timcavey destroys it for me. But the Ideation module doesn’t seem to support Flagging and as it’s publicly accessible on the OVO Forum, makes it harder to reliably report such junk and ping all moderators at once about it.While it’s fairly easy for me to warn these “security researchers” that the OVO Forum is out-of-scope for bug bounties and vulnerability disclosure programs (the poor quality efforts I’ve seen would barely qualify anyway), it’s a little painful that it’s the only area of the forum that I can’t use the Flag tool on.It would be really great if I could though!

As a Software company, we would like to use our Ideation section as the central place for all Ideas on how we can improve the platform/tooling for everyone. This should include an internal discussion.Internally we (moderators mainly) discuss the way of implementation, maybe the impact it has on all different products, if the idea is feasible, and many more different replies could be thought of. In the back-end we do have a “Team notes” field, but this is way limited in its capabilities and not suited for a discussion between moderators (and/or employees).I think limiting replies to be only visible to a set of roles or moderators and above could be a nice way of making it possible for moderators to discuss an Idea, at the Idea, so we do not have to deviate from the Community platform and use e-mail or such to discuss particular ideas. We would like to keep the Idea and the (internal) discussion together.

What: we know that we can add code as content type in InSided textWhy: our target audience, developers, are picky and love details. We would like it to be easy to copy/paste text with just a single click (specially when the code is more extensive)Example: when you hoover the code you see the copy icon on the right

In the Timeline Administration section, the Associated records filter criteria under the “Global” type configure option shall only apply (or comes into the effect) when the Company/Relationship Associated records filter criteria isn’t configured in the first place.As soon as user setup individual filter criteria under each configure type (i.e Global/Company/Relationship), then the Global filters criteria as per the existing behaviour no longer start to honor them. It will start to honour only the Company or Relationship filter criteriaCurrently the UI experience depicts that a user have an option of setting up individualAssociated filter logic for each configure type(i.e Global/Company/Relationship), but it isn’t.It would be helpful to illustrate the differences or to mention them in the UI for better user experience to the end-users so that they can understand the differences between each Configure options and the way they behave.   

We are rolling out the KC Bot in multiple products that share the same global navigation menu. We would like the KC Bot to be integrated into a help icon within this global navigation, rather than use the floating icon for the bot. We were told that while it is possible to attach the KC Bot to a static icon, if we do this we lose the notifications. Since the KC Bot is where we will surface release notes and guides, we need notifications when there is new content.

Similar to the Export CSV functionality within the “Members” sections of Groups, also add that same button to the “Join Request” list.

The My CTAs default view can not be edited, We have a need to edit to eliminate confusion amongst our CSMs where Tasks are appearing in the My CTA view.The My Tasks list shows just Tasks. The My CTAs list shows CTAs & Tasks.Possible solution(s):Edit “My CTAs” view to be called “My CTAs & Tasks” Create a new view for “My CTAs” filtered to just CTAs.This way there’s 3 Default Views that covers these basic scenarios:My CTAs My Tasks My CTAs & Tasks  

Hi Team,One of the customer has raised an issue in accessing sally when their email ID’s are different in both MS teams and that of the Gainsight instance.We are aware that it is a known limitation. As of now we can be able to sync the email’s for 1 user or few with the help of a support ticket from backend. But they want a permanent fix so that all of their users access sally with out any issues irrespecitve of email ID’s. 

If Timeline entries are selected to flow into CX Center, the algorithm currently adds keywords to CX Center if they are frequently mentioned, despite not having those keywords configured in CX Center settings.This in particular affects the word map displaying sentiment against certain key words.One example from our instance is that in one customer’s timeline, there are 25 emails logged that have the word “Ryan” in it because that happens to be our point-of-contact’s first name. Because of the frequency that the word Ryan is used - CX Center thinks that it is an important word to add as a Keyword, which is great in theory, however problematic when it can’t manually be ignored/omitted.My recommendation would be to implement one of two things (or both):Some logic in the Keyword configuration to omit specific words from influencing CX Center AI Updates to the algorithm which specifically look at Timeline entries and, in the case of emails, ignores salutations and signatures. Perhaps only l

Our organization has many products (20) and our Accounts can have multiple products. The problem is that Account Custom Attributes are global and if each of our products sends a value (Version 10.8, or 11.2) then all of our products are competing for the one default attribute of “Product Version”. We are going to have to setup 20 custom account attributes just to track version numbers for each account on our products. I wish there was a better way of having custom attributes per product rather than having to have what will end up needing 100s of custom attributes simply because we have so many products. This management of custom attributes is a mess with the number of development teams we have touching the Gainsight PX portal. 

The PX field Account -> Parent Group ID is a field incorporated in the PX Account model for the purpose of linking multiple PX accounts to a single company record in CS. While this field is available in Audience Explorer filtering, it is not available in Account attributes in Engagement audience logic or in Segment rules.The customer use case involves using complex filtering to isolate 500 Accounts that, would Account -> Parent Group ID be included in  the Account attributes in Engagement audience logic, could be replaced by a single rule.