Archived ideas

On occasion we need to to change the field types in the Zendesk object but cannot because this is a system object. Example: Ticket Id is a Number field so it shows in the UI with a comma, e.g. 60,002 when it should appear as 60002. It's not a true number but is an Id field - except it's set as Number by the system. Can we look at ways to make this more admin-friendly in the future? 

PROBLEM We may notice a bump or spike in activity of some kind, but don't have a way to easily show WHY it happened. Maybe the CS team recommended a customer perform some changes, maybe the product team released new capabilities. Would be great to be able to optionally visualize this. SOLUTION Have a free-form "milestones" section that functions much like the Product Mapper (from a hierarchy perspective). These "Modules" are places that people can put milestones (title, short description, date). From within a report, a user can easily enable visualizing a "module" and any milestones below it would show for any date-based charts. Could be a simple flag pole on the chart with a title, and when you hover over it it provides the description. VALUE Easily see exactly WHAT caused the change in adoption, retention, utilization, or any other chart-based graph. See something weird in a grap

I would like to link/create a CTA other than risk. Task would be great!

We cannot set custom colors for lookup fields in reporting. Will this ever be an option in the future?

Spoke with a customer today who would like to adjust the colors associated with the stages that are on the 360 page. 

We have a few customers that sometimes have to merge accounts and we have the ability to merge everything but milestones at this point. Currently the only way to move milestones is to manually recreate them on the other account and delete them from the original. This is very time consuming. We would like the ability to be able to reparent milestones.

A CSM wants to be able to associate a Contact to the CTA and have that same Contact populate on all the Tasks automatically. Is that possibility or is the only option to have to manually populate the contact on each task?

It would be great to be able to add the DS likelihood score to the main customer health scorecard.what if there are multiple opportunities? The DS likelihood seems to be calculated at company level, so should be fine?Is this a never ending loop? Health score is used in the DS likelihood, so need to be sure we don't start a never ending calculation of health scoresWould be great if this metric just automatically became available and was auto updated, rather than having to use a rule, etc.

Following up on this idea. I’d like to be able to change the placement of a widget, specifically the HTML block. This would enable users to create an ad or alert that stands out a lot more on mobile. Where would I like it to be? Above the breadcrumbs or between the first message and where the ‘This topic has been closed for comments’ alert. Some 'hacking' in the third party scripts would be fine, of course 🙂

JO's email editing tool is pretty limited in features and functionality, and not able to be superceded in HTML code. Some examples of limitiations: - there are only a handful of fonts - font sizes are limited - can't insert tables without coding in HTML - font styles get 'stuck' and can't easily correct My team is doing more work with Programs, and we'd like to see the email editing tools have more features to create emails in a WYSIWYG-like UI to improve the experience and productivity.

When logging Program emails to SFDC Contact, we're able to log to a task owner or a default owner, but I'm wondering if you might be able to include functionality to ALSO log that email to any contacts that are CC'd in that email as well?

PROBLEM I would like to be able to hone in on accounts that have an increased or decreased level of adoption of a particular part of the platform. Today, I don't have a clean way to do this. This is one example, there are likely many more scenarios. ​ SOLUTION Gainsight internally calculates a "trend variable" that can be used to filter or sort by. I could create a report that asks: Show me a list of accounts that have user activity in Asia that are trending upward. VALUE Ability to pinpoint accounts and usage activity that's going in the right (or wrong) direction is incredibly powerful to help product teams figure out who to reach out to for validation and feedback (not to mention the value to CS)

A timeline provides an overview of placed responses in time.

We've started utilize the feature to email dashboards to stakeholders. However, we don't like how the notes section is just plain text. It would be FANTASTIC if we had rich text formatting capabilities in the notes section so the emails sent to stakeholders look a lot better. Right now we're just utilizing dashes and spaces to group the information we email to them....

Hello everyone!! We're working on getting our Person view setup in the 360 - and it would be awesome if we could set fields as required. Simliar to how we do with other sections in the 360. Thank you! :)

When creating a dashboard, we would like to have a description other than the report name in or next to the container. Something like a title, etc. you have in SFDC dashboards.

In order to preserve precious real-estate, could you please consider an option to toggle the display of the global filter bar on dashboards (or perhaps only when all are locked)? On several dashboards, we are implementing multiple locked global filters based off of several ID fields in order to only display information relevant to the user. I certainly appreciate the value of presenting the values to the users, but would also like either the Admin or User ability to toggle it's visibility.

PROBLEM I have a bunch of nearly identical reports I'm trying to create (activity based on location). The only option I have is to re-save the already saved query. SOLUTION Give me the abiliy to clone the current query (or add a Save As option). VALUE Same time rebuilding every query from scratch.

PROBLEM: I cannot share views and filters of Audience and Accounts Explorer like I can the rest of the reports. I also have to manage two different locations for my favorite reports, not to mention a completely different favoriting mechanism for each. Dashboards also have their own favoriting and sharing mechansims. SOLUTION: The Bookmarks capability inside of the Audience and Accounts explorer is nice, but I'm not sure why it is a completely different system than My Reports and Shared With Me functionality that's in the Analytics section. I would recommend allowing Audience and Accounts reports to be saved to My Reports and shared via Share With Me, just like any other report. Ultimately removing the Bookmark feature. Similar to this, I would incorporate Dashboards here as well. VALUE: Simplified and unified interface. Fewer features to manage and maintain for PX team. Lower learning curve for users. Mo

In the Team View Widget on the Account page, it would be nice to have the "Show Data From Children" checkbox. Our Viewer license users were interested in being able to see this data.

We use rules to import an email template to Gainsight via a token. The tokens have a limit of 10k characters, however, that limit includes formatting characters that do not appear in any character counter. There is no way for us to identify if a token will exceed the character limit and we need to run a test of every template prior to sending to ensure it does not exceed the limit. We opened case 76790 and it was determined this is an enhancement request. Our ask is to remove the character limit or, at minimum, provide a counter to determine the number of characters Gainsight is counting.

I have a customer that would like an enhancement to the current way the text analytics work. The issue: They are unable to distinguish the colour basis on comments provided by the customers. The customer has rated the survey with a detractor score and a negative comment, positive, and passive. As you know it scores the actual sentence or text which can throw off their users as if the customer responded with a 4 for the score but the comment shows green they think there might be a discrepancy. The best way for this to work would be to show "sentence score" and "sentence" rather than just "sentence" and overall score of the nps response so we have all that data in one spot. See image

Hello - I have a survey that I want to export the data results of. I also want to add additional information on the recipients (namely, contact type from Salesforce.) Is there an easy way to do this from the survey page?

Currently, The True NPS Score is calculated based on the date when the Survey was published date. This could create a confusion as there are certain times it pulls in Published date from a year ago which then gives the wrong results on the NPS rating for an Account. If the same is calculated based on the response date of the Participants( maybe the earliest response)- it might draw a clearer picture of the same.

Thanks for recently adding the comments section in a timeline entry! Very useful collaboration feature! My colleagues and I would like to be able to also attach a file to comments we make in timeline entries entered by someone else. Is that on the roadmap? Thanks! Lyne