Archived ideas

Adding this on behalf of a customer I was working with that would like to add some sort of filter for the account mapping sync in the Zendesk connector. In the specific us case, some records were failing due to null Zendesk organization id and name.

We've been starting to setup Quick Insights and I've captured feedback on this feature below. It's working pretty well and the team is really excited about it! Graphs are unusable when they don't respect the date summarization set in the underlying report. It either needs to use that or provide for the option with the admin screen (see screenshots). Filtering from within Slack is awesome for text fields and drop downs! For numeric fields, we need additional operators beyond "equals" to provide more value.

My team is looking into using Email Assist but it doesn't look like the emails sent don't find their way onto the Timeline and there is no option to add it. This could be remedied if we could edit the BCC of the outgoing email and add our BCC to Timeline email address.

Hi , While configuring drill downs in a report builder, we have a limitation that we can only control the order of the columns in a drill down view and the selected view remains sticky only for SFDC objects but not for MDA objects. Customers are facing issues while use MDA objects in this scenario. So can we also please provide this feature for MDA objects. Thanks, Prathap

I understand that the 2000 report table limitation is built-in to avoid performance impact, but I would like the ability to easily define what 2000 records should be displayed as the default for the end-user via report builder functionality. I have no idea what's possible, but perhaps an area below the filters that could be 'flagged' to activate the '2000' record definition, where the functionality reacted similar to a SQL Case expression, but only required user input for the 'Then' section. Example: 1- System defined default: If result record count exceeds 2000, select....... 2- Report Builder User Input: Option to make selections based on DESC, ASC, ranking, and the ability to pull-in fields from the report object that would help define which records to display 3- System defined default: Else, return all results There's probably a better way to go about it, but I'd just like to be able to force the system to display top records b

One of our customer (Wisse) from the "Bynder" company would like send along the Brand-field along with the Zendesk ticket, as they have multiple brands in their Zendesk instance. Currently there is no provision to fulfill this request via connector, as it is not possible to send the brand-field along with the ticket in a zendesk instance as we're not dealing in handling multiple brands in our zendesk instance. However, It is possible to pull this info via the API (see https://developer.zendesk.com/rest_api/docs/support/brands). So, I'm adding this as our product enhancement and improvement request. Best, Hardik - Senior Support Analyst L1

When creating an S3 dataset task from bionic rules, can we please consider autofilling the "MDA-Data-Ingest/input/" prefix for file names that come from Gainsight's Managed S3 bucket? Or at the very least, put an in-product guide that reminds admins to put that prefix in front of their file name.

We would love for there to be a way to automatically assign a point value to different actions such as: Replies, Likes given, Likes received and Solved by user. These points could then be used as a more comprehensive leaderboard. By having these points visible to all community members it would also create a healthy competition among our Super Users and potentially make it easier to recruit new super users. This is particularly important for our community because we offer quarterly incentives to the top performing members as long as they remain within the top 15. One of the biggest complaints by our members since the move to Insided has been the lack of a leaderboard. We have also found this to be the cause of their decreased presence ever since the move. Currently, Super Users have to wait until the end of the month for their points to be manually calculated to find out their position for the month. Here is an example of what the leaderboard on our old community looked like:

Under the Analytics of an Advanced Outreach, it shows top level metrics of all sends. Mousing over the four metrics across the top has a hover behavior that would seem to indicate they are clickable but the only one that is is the Participants metric. OR and CTOR mean less on an aggregate level if I can't see what the metrics are on an individual level - as there is no way to improve on something that I don't know is underperforming.  I've tried clicking each email step in the Snapshot view but loads participant activity which shows the activity in the outreach, not the activity of the email. Looking at the Activities of all participants at the Outreach level, it's not even possible to see what emails were sent because rather than including the name of the email, it is just the step name (Send Email) so this view is not much help.  I thought maybe metrics were at the template level, but can't find anything there either. Searching the documentation returned 0 results.

Hi all, we track NPS data in our saas tool and I tried to implement the reports in Gainsight but we are not able to fit the requirements for the NPS Survey Responses object. (account Id etc)  I uploaded the NPS data to an NPS raw object in Gainsight. I used a bionic rule to transform the data BUT I'm not able to load this data to the NPSSurvey Responses object. This object is not available in the settings for action type "Load to SFDC object". Do you have an idea how to load this data to the NPS Survey Responses object?? Thanks for your help, Christian 

[Posting on behalf of a customer] I use the Scorecard all the time and then I want to drill down to get more color.  When do you see Gainsight allowing you to click on the Scorecard (for example the Company section) and have it move you to the cockpit only highlighting the relevant CTAs that are causing Company to be red? This would be a huge improvement.  Otherwise, I need to go on a fishing trip through all the CTAs and find which ones are relevant.

One of the most commonly used survey types used is CSAT (customer satsifaction) survey. We use it internally in support and our process for this is to send virtually everyone a survey once their support ticket closes. Once we recieve that survey, we follow up with the bad responses to try and resolve the issue and address their concerns. In certain scenarios (especially mistakes) customers request to have a follow up survey sent so they can change their initial response from negative to positive. Here are a few suggestions for JO/Survey 2.0 with regards to CSAT: Currently it doesn't appear that we can re-send a submitted survey today in either Survey 1.0 or 2.0 Currently we don't have any OOB calculations for CSAT. It would be great to have CSAT as a "standard survey" type with analytics built in so you could manage CSAT similary to NPS if the organization (depending on how the customer wants to calculate CSAT).

Currently the short user stats that are displayed on top of a posting (see screenshot below) only consist of the number of replies. We propose this stat to be improved by also listing the number of topics. Because the combination of topics started and replies posted are a better indicator to show the user's activity and engagement. It could look like this:

One of our customer (Wisse) from the "Bynder" company would like send along the Brand-field along with the Zendesk ticket, as they have multiple brands in their Zendesk instance. Currently there is no provision to fulfill this request via connector, as it is not possible to send the brand-field along with the ticket in a zendesk instance as we're not dealing in handling multiple brands in our zendesk instance. ​ However, It is possible to pull this info via the API (see https://developer.zendesk.com/rest_api/docs/support/brands). So, I'm adding this as our product enhancement and improvement request. Best, Hardik - Senior Support Analyst L1

Would like to have the ability to track unique clicks in an outreach.  IE if the outreach has four different links it would be nice to be able to see which link was clicked the most.

I'd like to be able to add a HTML sidebar to certain topics. Use case: promoting certain relevant help pages or product pages in popular topics.

In the report builder, report on success plan data should have the data formatted similar to the formatted data in success plan page. ( as shown in the attachment). Current scenario: There is no additional formatting done in report on success plan data. Request is to add the formatting of data in the report section of report builder.

Customer have an active success plan on this account that is showing correctly in the Summary Widget - where it shows open success plans and open objectives on those success plans.  https://newvoicemedia--uat--jbcxm.cs80.visual.force.com/apex/JBCXM__CustomerSuccess360?cid=001D000000sAUdlIAG We've added a custom status to objective CTA type called Waiting for Customer. This has an open reporting category. I would expect this Reporting Category to make that objective also show in the success plan widget but it doesn't seem to be. screenshot link: https://cl.ly/322R0A3w260a, https://cl.ly/3n1b041t2j1x Currently, our Summary widgets only shows information like number of Active Plans and its type along with number of open objectives Is it possible to add a open category 'custom status' to the success plan widget?  (or) can it be done by hacking the json? If, not can we please consider this as enhancement request

One of the customer has an use case i.e., to drag and drop tasks from one CTA to another. When we create a task under a wrong CTA, is it possible to drag and drop the tasks from the incorrect CTA and place them under correct CTA.

It'd be nice if we were able to edit Journeys while they were still active, so in essence just changing the participants we pull through from the query. I'm unsure why once a query turns 'on' the participant list query becomes fixed but it's not efficient. Requirements change and often this will require us to retouch our target lists. At this moment we have to clone the outreaches and close one in order to make changes. This leads us to have multiple outreaches that are basically the same and require us to go to multiple locations for analytics.

When you open an inSided Community on your smartphone, you see the homepage's brand hero image and the subforums' images as scaled and cropped versions of the original desktop image. (On the homepage the scaled version of the original is left-focussed, in the subforums the scaled version of the original is center-focussed. I already created a support ticket for that inconsistency.) Desktop version: The image is displayed as it is uploaded. Smartphone version: The original is scaled, cropped and focussed in the center. The proposalAs the share of users that visit our community (and most likely yours too) is above 50% and rising, I propose that an administrator gets more control about how the brand hero image and the subforum image is displayed on smaller screens. Not always it is the best option to focus on the image's center, sometimes the focus fits better on the left or right part of the image. It always depends on the chosen images and/or designs. That's why I would like to se

On a stacked bar report, with Show Data Points turned on, the data points don't always show in all boxes, even when there is clearly room: I would also argue that based on the size of the numbers, the smaller empty boxes in the graphic above would also have room.

Every once in a while, we need to clean up our power lists. It would facilitate clean up if a few enhancements were available: - number of times a power list is used in the Power list list line (so we can easily spot the ones that aren't) - total number of power lists returned when we search for a subset (currently the total only matches the filter) Thanks

Customer wants to have click rate and open rate as out of the box fields in JO as these are standard rates companies use to determine the success of campaigns.

Hi all, Below I want to share with you a proposal of how to drive community engagement by creating richer member profiles as well as enriching community content and lacing this together via notifications, subscriptions, push-notifications, badges etc. Why do we want this? Because more than 95% of the users come to the community, register, ask a first question and disappear. But as Community Managers, we want to create an experience that pulls the users back into the community and engage, contribute & share and become regular members of our community. So, how do we achieve this? The basic idea is that if you know what people are interested in and which content correlates to this “interest”, you can increase community engagement because you can deliver exactly the content tailored to the individual interests (at the right point in time). However, when a Community Manager now tries to achieve this, s/he currently faces several challenges: Sub-Forums are a rough topic container, wi