Archived ideas

At the moment if you want to show milestones overlaid of a report in C360 you need to click three times. It is more likely that the user would want to see this than not, so better to default to it being on. This will add valuable insight and save time.

A user in my org has created several CTA's on the wrong accounts. They would like to transfer them, rather than deleting and recreating them.

Our company takes advantage of Journey Orchestrator quite a bit! When a contact is added to the "blacklist" for whatever reason, our end users have no visibility if the client was added. It would be great if email validator was not limited to the Admin's access so that our reps could be able to follow up accordingly with our clients if their communications bounce.

Good Morning- We've received some feedback from our CS team that manually creating a CTA is too click heavy. Our CSMs have requested that they have a list of all playbooks available when manually creating a CTA and have the CTA type (Risk, Expansion, Lifecycle, Activity) pre-determined by the admin team and pre-programmed to populate. Having to figure out what type of CTA you want to create to see the playbook you want to use is confusing and driving down our adoption of Gainsight. Thanks -Jim

Hi Gainsight team, This is my official request for better consistency in the design of the various new features of Gainsight, as it relates to admin configuration.  It seems that on every page, the configuration settings are completely different.  A prime example is the Shared360 Layout configuration page.  You'd think, since it mirrors so closely the C360 Layout configuration page, that the two work in the same way.  However, something as VERY simple as "edit a section name" is different between the two: While obviously this is a very simple example, more consistency would allow admins to learn (and adopt) new features much more quickly.   Thanks for hearing me out :) 

For a quick preview of what's new in the NXT 6.5 release, check out this 8-min. video and the final release notes!   Then share your questions and feedback here!

When troubleshooting, it would be really helpful to view what records were updated in the Gainsight Connect logs.  I've been doing some rules testing which involves making Customer Info updates and, in turn, updating Gainsight Connect in between runs to update Company object.  I was not getting the results I was expecting, even though I had manually run GC and saw there were records synced.  Would have saved me time if I could see what records actually synced to Company from Customer Info.

Customers have expressed concerns about some of our vague error messages in the past. While they are definitely getting better, there is another error message about timeouts that can be a little frustrating.  In this case, our customer needed to completely log in and out of Salesforce to get rid of the issue, as well as refresh the page that this error popped up on. Adding a little clarity where possible would help save our customers time. Thanks for all the hard work! Logan T.

The ability to create Aliases in Report Builder has been an awesome update– I find myself using it more and more to make reports/charts easier to digest for people that aren't as close to data and field lables as our GS admin team. One thing I wish I could do though is use duplicate values in the config as a way to group different values in a chart. I could certainly get around this by adding fields to object and populating with "groupby" values that I'd want to use, but being able to do so in Report Builder would allow for faster, more ad hoc report customizations. One example I've run into, pictured below, is reporting for surveys (from a custom SFDC object we sync responses to). We send several surveys to our customers, and I would like to report on responses by on product. But since each of our products has mulitple surveys associated to them, the only way I can do so is to create a new field that I want to use as the "By:" field and popul

Hi, Our leadership team needs reporting on half-year basis for NPS. It would be great to have this as a native functionality where you can group the Responded date by half-year. What do you think? Regards, Lucian

The idea here is that along with having just a link to the document showing the reject reasons/reason for posting to draft. Would it be possible to add a link to the timeline entry in the drafts? That way we don't need to keep seracging around the timeline drafts for the email.

I am working with a customer who has done the CTA linkage to cases, but we've discovered an issue based on the configuration. What is happening is that the "owner id" field for this client can either be a user id or a group id because it can either be assigned to an individual or a "queue". When trying to link an individual user to the case via CTA, the system defaults to showing only the group id's ("Queues") and not the userid's (individual users). There is no way within Gainsight to set the search configuration on these CTA's to look at the user id vs. looking at the groupid (queues). This means they cannot assign to an individual, but rather can only link the CTA to a group. My Ask: be able to configure the search option for case linked CTA's to either look at the user id OR the group id OR both if appropriate. Currently it just appears to default to the group id (queues). Please sync up with me if there are any questions an

I'd like the ability to hit a button to refresh the report that is built via Mass Edit. I'd like to see this similar to the function in Report Builder to refresh a report. Right now, in order to refresh the Mass Edit report, I have to make a change to Show or Filter (change it back) and hit Run to refresh. There are some scenarios where I'd like to ensure that the Mass Edit report is current before hitting the Action or re-run the report right after an Action to ensure success.

With the ability to email dashboards now, it would be great to be able to name the components of the dashboards something different than the report name.  So, I have a naming convention for the reports that lets me know which report goes with which team and dashboard.  That doesn't necessarily mean anything to anyone other than me, so it would be great to be able to give the report a name in Reports 2.0, and then, edit that name in the dashboard so that when it gets sent, the slides make sense to the person receiving.

For customers with the Zendesk Productivity pack, it would be great if PX can integrate the Feedback support tab in Knowledge Bot along with Zendesk so they can get all the proper fields filled out when someone submits a feedback/support ticket through the Knowledge Bot. If you are not familiar with the Zendesk Productivity pack, essentially when a client goes to submit a ticket they select an option from the first drop down and then based on that selection, different drop downs populate below.

One of my customers would like the option to create a default setting for the Milestones display that you can toggle on/off in some C360 reporting. This customer uses milestones to track quite a few customer lifecycle moments, and showing these in reporting next to support ticket counts, NPS scores, etc. gives great insight into why some data points around a customer might be trending positively or negatively. The problem is that currently you have to update each report in the C360 to turn this display on, and there is no way to do it by default. This is difficult for the end users to constantly remember to do. Small change but would be greatly helpful!

It would be great to receive these types of metrics all in one place: % of Total Active Accts per week and per month (I figured out how to get the total #s but not the %, short of downloading and doing the math... which is complicated since the total fluctuates over time) Average # of users per account (per month) Average # of actions per user, per session (per month) Average # of sessions per user, per month Average session length/user

At a high level, my question is: are dashboard filters designed to support the same report/widget across multiple dashboard filters? I have a dashboard titled My Clients - RM. There are three global filters on the dashboard to encompass the data sources of different widgets. Relationship Manager from the account record, CTA assignee from CTAs, and Opportunity Owner from opportunites. The Relationship Manager on the account does not always own an opportunity associated with an account. We have a group called Sales Specialists that own opportunities for accounts that they are not Relationship Managers on. Conversely, the Opportunity Relationship Manager isn't always the Relationship Manager on the account. This could occur due to recent account transition. In having the opportunity owner filter set to the current user, the Relationship Managers are not able to see opportunities on their accounts owned by others. This is by design, such that they may manage their own opportuni

I am in the process of testing the July and August updates in my QA org and I've got a couple of questions about the new User Management UI: 1. I have 5500 users (synced from SF), and of those, 5495 are showing "ACTIVE" - whereas in my Production environment (still on the old UI) the majority of my users are "INACTIVE". My understanding has always been that only users with Gainsight License assigned would be ACTIVE - is that incorrect or has that changed with the new UI? QA: PROD: 2. In the online documentation examples, you show the User Management UI is sorted alphabetically - but in my environment (as you can see above) it's not, and I see no way to change the sort order - am I overlooking it? Please forgive me if I've missed a documentation point someplace.

Posting on behalf of a customer. Like Google Analytics, they would like to surface the source HTTP referrer. Please see screenshot below as an example.

I'm looking for a way to generate the shared link for C360. I'd like to generate the link in bionic rules and push the value to a field on the SFDC account. Is there a way to generate the shared links in mass or would I have to generate it one by one?

I noticed that when our CSMs log emails to Timeline it creates the activity under a different profile then when they log activity manually or from a CTA. I assume this is because the user they use for manual activities or from CTAs is actually separate from the user coming from their Person record. It would be nice if they could sync. When I look at Timeline Activity, I can see two different users creating activities that are the same CSM - one the logged in user and one from the Email to Timeline address. I'm not sure if this shows up on reports differently but would be curious to know in case we need to reference CSM activity in the future.

Hi! I think it would be really useful if you could see who the Topic Starter is in the @mention list. Maybe just with a simple 'TS', color or different font?

Love the Object Graph in Data Management - wondering though if the Description information can also be added to the field hover information?

I'm working on a new welcome email to go out from my company's VP.  Can you make the photos (like you see in the Meet Your Team! template) auto-populate based on who is assigned to the account in SalesForce? So the CSM, launch person, etc would populate where the faces of the Presidents are.  If not, then I don't think it makes sense to use this. If it DOES work to have the photos populate, then it's the greatest thing ever.  Thanks for your help. --Cail