Archived ideas

It would be fantastic if emails could be logged onto the timeline of CTAs rather than just the general timeline for the account. Use case:Our CSMs have CTAs related to risks.  These CTAs have their own associated timelines.  Frequently, emails received needs to be pushed into the timelines within the CTAs for reporting and documentation purposes.  This would help our CSMs streamline their processes and help us in reporting the progress of our goals.

Hi Team,One of our client is looking to have feature, which allow them to change the Survey Name(Title) once it get published. We are currently able to edit the name from UI but not changes are not getting been reflected in live survey. Or when we click on preview.

I wish I can promote event(s) in topic page. I can do this with custom html widget but if there is out of the box widget it would be the best option!Maybe there could be Events calendar in the widget, and/or there could be 1-3 upcoming events?Most of the users visits in the topic pages and (one) topic(s) page only, so it would be really nice option to promote events there.Thanks!

When adding a task to a playbook, we can only select an email task or a standard task. It’d be great if we could add additional Task Types? This would allow us to hopefully have different task layouts where, for example, a "description" field could be editable for one task type, but not another.

Hello!I noticed that it is not possible to remove/hide the “Duration (in min)” field from the Activity Layout for both the Call and Meeting Activity types. We are not currently using this field and it creates unnecessary clutter for our CSMs. We would like the ability to remove/hide this field from all activity types. The ability to remove/hide this field from the Activity layout already exists for other activity types, but it is ‘locked’ in place for both “Call” and “Meeting” types. Adding the ability to remove/hide this field from the Activity layout would actually bring consistency to this section of Gainsight as all activity type layout configurations would function the same. I found a related idea about more customization in configuring activity type layout, ability to move the ‘standard’ fields would also be nice.:  

Currently, exclusion rules are not supported for Gainsight PX Engagements, and as a result, it is recommended that when seeking to exclude a specific audience, we do so at the user or account level, however, this can become quite messy and tedious to maintain when seeking to exclude a large audience. Use Case: Generate biannual NPS Survey targeting 25% of users, and exclude respondents from selected engagement(s) (e.g. previous 2 NPS engagements).We’d like to accomplish this via exclusion rules, but in the absence of exclusionary rule criteria, we would instead need to restrict the audience by manually entering the email address of each respondent of the previous surveys. As noted above, this is a pain to maintain and in addition to being inefficient, presents unnecessary risk of user error/error in transcription. 

Posting on behalf of customer         In engagements, users are able to target particular set of audience through segments.         But incase, if user wants to launch a particular engagement for audience satisfying certain criteria using a segment and a different engagement for users not satisfying the same segment, they need to create 2 segments with inverse conditions in both.        But if there could be a condition in Audience rules to select either audience satisfying certain segment or its inverse, it could be of great help.

Currently, PX engagement audience logic allows for the creation of Segment rules, but the only available operators are MATCH ANY and MATCH ALL Users may want to define an audience as everyone except a particular segment. Given the current capabilities, we can’t define audience logic by excluding a segment. The request is to add an exclusory operator like 'NOT IN' for Segment rules in Audience Logic.

I want the ability to see in one screen all users and what features they’ve used over a selected date range. Right now I see high level usage statistics at a company level, or granular data at the individual level, but there’s no way to group the data by all users in one company and corresponding features. 

Using the API we are trying to see which CTAs are open for a given user’s email account. We send a query and get a response that the result is false, and the is an Unknown data type of the field - EMAIL. Username fails as well though full name does work (which is our workaround). Per L2 Support “After re-visiting this behavior with our product and architect team, this is treated as an expected behavior as per the product setup as the "Email" datatype field isn’t supported in the filter section of Cockpit/CTA and SuccessPlan APIs. The Engineering team considered this as an enhancement and started working on this development. Our team is requesting you to please log an idea community post as a track for this enhancement from your side. The Product team will soon get back to you on the post-logged with an update. And for the time being, we request you to go with the workaround suggested i.e., using the full name field in the filter section.

I’d like to be able to disable email notifications for end-users as an admin. Bonus points for the ability to do this via API.

Hey Gainsight!It would fabulous if we could get the ability to create CTAs from Microsoft teams manually and using Power Automate (the real dream). Our company does a lot of mentions in teams and having the ability to click and make a conversation or channel post actionable would be great. Example: We have an escalations framework where to make sure there is visibility company wide anytime a potential issue that could have a customer become “at risk” occurs we post it in a teams channel for the CSM to hop on create a CTA in GS and then begin actioning on it. Having this capability would allow us to either have CSMs create CTAs from the post or even better set up a power automate to create a CTA for them!! 🕺🏾 Thus lessening the time it takes but also making sure nothing slips through the cracks.

I have a few of time-intensive rules like this that run on a regular basis. These rules look about like this:Perform a very small query on an MDA table. Perform a very large query on a Salesforce table. Left merge MDA->Salesforce Perform some action.On most days, step #1 returns no records. But Step #2 is still executed regardless. The resulting left merge is zero records, and no actions are performed. It would be great if there was a way to tell the rule to abort if step #1 returns no records. One of these rules in our org takes roughly 20 minutes to execute (thanks to step #2), and 90% of the time, there are no actions completed. But I have to leave it running “just in case”. If we had the ability to abort the rule, it would take a mere 10 seconds to execute instead.  I wonder how much rule processing time could be saved, across all tenants, if something like this were possible.

Background/Context: Executive Leadership Teams need the ability to easily manipulate and quickly export customer data for thorough ELT client review/discussion. Situation: Currently when exporting a bar chart you can only select 1 bar to export at a given time. For example in the screenshot below if a leadership team is assessing customer initiatives that are red/yellow and green, they have to click each individual bar/which groups that data, export, then consolidate all 3 data sets into 1 excel. This is extremely cumbersome.  In the example below each bar represents an ACCOUNT. It would be great to export all 5 data sets within this account (1 red) (4 yellow). Instead you must click the red section to export, then click the yellow to export and consolidate in excel. This is only for 1 customer. Doing this for every customer requires that same manipulation over again. Product Enhancement Request: Add the ability to click to select/drag multiple bars that should be exported in 1 excel. 

Current email variables delineate between a variable being able to be used in subject or the body and also differ from email to email.I’d like to suggest that there just be a list of variables that you can use anywhere in messaging that are standardized and available as placeholders.So rather than this: I should be able to use a variable anywhere I think it’s best to include. For example, if I want to say the community name in a subject or in the body, that shouldn’t be restricted based on the email I’m sending.

Can we have individual Objective CTAs associated with specific customer goals?We are using Success Plans to track our customer goals - for our enterprise customers; they will most likely have 2+ goals that CSMs will work towards a path of ROI.  With the current configuration, CSMs can only associate the entire success plan to a goal, and not individual CTAs.  Unfortunately that causes some attainment tracking issues since goal tracking is tracked on the overall success plan and not the individual objectives tied to the goal.  I know that we can technically create individual success plans for each goal, but that seems unnecessary and causes more work  

Currently you can tie a goal to a success plan and CTAs but not objectives within the success plan. What if a CSM is working on multiple goals, or multiple objectives as part of a goal in one success plan? It’s a major sticking point with my team that I’ve been struggling with. 

Currently, it is great to be able to use Slack to create a CTA, but is it in the roadmap to be able to add Playbooks via Slack? This would be a great feature enhancement to have this available.

We would like to be able to include additional elements in the zoom version of Gainsight (including CTAs, Success Plans, and custom items). Use cases:A CSM is working with a customer.  While on the call, they are building or reviewing Success Plans. The CSM would like to be able to open the Success Plan from within the app to enable a smoother and quicker experience.Additionally, CSMs would like to be able to access CTAs.  For example, is a CSM is creating a task or reviewing existing tasks while meeting with the customer, this would streamline the process.Finally, we have some specific items that are custom-built for our organization that would benefit CSMs.  Example: We have a custom object that brings over all information about open trainings.  It would be great is the CSM could access these elements (even if it was just in a report). Thanks!

Not sure why, but I can’t seem to add a survey email template to a playbook (non-anonymous survey). It doesn’t make sense to not be able to do that especially when the email survey task should be followed by some other actions. Asking CSx to create a CTA and then an email task is just… (and other tasks) when they could just use a ready-made playbook. Please evolve this. 

I love the fact that you can put my CTAs on my calendar. It would be neat if they went away if I had completed the CTA, or if the subject could be updated to say Closed Success: Name of CTA. Sometimes I look at my calendar and see a bunch of CTAs, but after clicking into them it looks like I’ve done them already. I suppose we could roll our own solution by using a rule to update the subject of a CTA with it’s status, but I’d have to do some Rules Manager digging to see if that worked. 

Use case is I’ve manually created a CTA by adding tasks and find that it would make a good template. Rather than having to copy and paste to create a playbook, it would be nice to be able to select an option to turn the CTA into a playbook to be able to reuse in the future.

On a few of my in-app guides, I see the “Engagement Missing Mapped Element” error in the Admin Console.   The root of this error is that our application has granular role permissions which determine feature visibility.  It would be nice if there was an option to allow a step to “skip” if the mapped element cannot be found and to proceed to the next step in the guide (e.g. look for the next mapped element).

From Navigation > Available Buttons, I can select the Previous button. However, that button shows up only when navigation forward is through the navigation bar.There are some parts of the UI where we need to use the Next button to move people forward (for example, they must perform a few actions before they continue). However, sometimes people are too quick click Next and want to go back. If the next tooltip navigation is set to Click in Target Element (perhaps prompting the user to save), we still want a Previous button to show up. In fact, this is a scenario where someone must currently close the guide to continue, because the product screen might not let the user save without completing fields.I tried adding a custom Previous button, but it doesn’t show up in the navigation section, where customers will expect it.

I’m looking for flexibility in my guides. You already have “Skip Option if Element is Not Present”. However, my scenario involves drop-down menus or accordions. Guiding a user to activate an accordion when it is already unfurled will hide the next element and break the guide. I’d like the guide to be able to look ahead, and see if the element is present, and skip appropriately. Maybe it’s a toggle, like in the above mentioned feature. I also would love branching options, as well - if this is present then this, otherwise this. But that’s for another idea ticket.