Archived ideas

Hi folks, Currently, Gainsight support access a tenant via a user impersonation workflow.  Whilst this can be helpful in certain scenarios it’s less than ideal from an action logging perspective; who changed a rule, who took what action.  The same is true for any COM/TAM assisting with buildouts. Previously we’ve been told that it isn’t possible to implement separate logins for support if SSO is enabled, however surely there has to be a better solution than Gainsight employees piggybacking user credentials? Do any admins currently implement separate logins for support/COM/TAM?Does Gainsight have this on their roadmap to address? Thanks!

We had a participant that was dropped from an ongoing program and did not receive an expected email due to a backend server issue.My expectation would be that if a backend issue prevented a participant from being evaluated during a conditional wait, that the conditional timer would essentially be extended until the next scheduled check, rather than for the participant to be dropped from the program without notification and have it labelled as a failure.Is there a possibility that something like this would be able to implemented?If not that, would it be possible for there to be a notification for ops events that would show up here?If the Gainsight home notifications aren’t possible, would it be possible to have a field within a program that we could update with the email address that program failure notifications for that program should go to? That would solve a lot of our issues where the team member who created a certain program isn’t the one who should be receiving the issues, whethe

I would like to have My CTA as the default view for all. So that CSMs do not have to toggle and narrow it down every time and this will reduce the number of clicks and would be more user friendly.

Hello! With the impending sunset of the bionic rules and the forced cutover to Horizon rules, it would be fantastic to be able to filter the Rules list based on the “type” of rule. This would make our work in migrating old bionic rules WAY easier, in that we could filter the list to bionic rules and work down it to ensure everything is migrated.  On the flipside, today I found myself looking for an example of a horizon rule to test something and I couldn’t easily find it because I don’t remember the exact name. A filter would fix this, too. Add “Rule Type” here please. 

Hello,    I would like to be able to change colors on graphs for the Response Report under Surveys 2.0 analyze. I’ve learned from support this isn’t possible. Please see screenshot where a response of “Does Not Meet Expectations” is green and “Exceeds Expectations” is red. I would like to reverse these.    

Our admin team often uses an object’s data tab in Data Management to make quick updates. Being able to set the display fields (and ideally) the order they display in would be a time saver for us, since we often need to see those same fields, and we need to re-add them each time.  

There are times I need to search for a report, and I know either myself or a team member created it. I’d like to be able to filter to see reports created by myself or a specific team member. However, you can only filter on the same field once in Analytics. 

Posting on behalf of our VP CS. Use case: she wants to report on the entire dashboard for a particular segment and include it in a periodically shared slide deck, and then do the same with other segments. This currently requires changing filters, screenshotting, changing again, etc. She is looking for something quicker that does not require so many filter changes, especially when starting to think about combos of filters. The obvious solution here is dedicated dashboards for each of these use cases. However, this creates a scalability and maintenance issue long-term, for example when adding a new report or filter or making any sort of major dashboard update. It can also cause problems once considering sticky filters across dashboards. That said, I also see a “save as” function resulting in a similar problem. Aside from enablement, what are some best practices on mitigating the clicks required to achieve this sort of use case?

Please add the ability to create a custom KPI widget that can take a date and display it as # Years # Months like the Standard Widget can. 

Can Customer Goal Name be hyperlinked similar to Company, CTA and Success Plan Name in tabular and drill down reports. If the Goal Name is included on a report the name field is not clickable but it would be good if we could click and navigate to the Goal directly similar to CTA, Company and Success Plan. 

Looking for the ability for a user to change datetime to display in 24-hour time rather than am/pm. For Timeline, Activity Date has to be set hours, minutes, am/pm. Some users would prefer to use 24-hour format. 

Provide the ability to change the date format in JO/Program in final email

Any time I implemented Gainsight the goal was also to get CSMs to perform maximum amount of work with the least amount of clicks. As this influences user’s experience and their attention rate. This methodology does not seem to exist when rolling out new features to admins. When on this page and I am doing testing I can’t run the rule but I can when int he edit page? This means if I need to re-run the rule I have to go back to the edit rule page, click run, and then come back or instead of edit page I have to go to Rules Engine page. I know this is a minor thing. But minor these like this affects usability. Especially with how the horizon rles load pages has been having issues. 

There is a lack of clarity regarding which time zones are displayed in different areas of the product (application timezone, user timezone, etc), such as Rules Engine or Connectors. It would be immensely helpful if the same tooltip that displays in Report Builder could also be pulled into these other areas of the product. Examples:Report Builder (Desired Result) Rules Engine (Lacking Tooltip)Connectors 2.0 (Lacking Tooltip) 

It would be great if our community members could select more than one option at a time under the various Sources that we have in our federated search (i.e. Knowledge Base and University).

We use MadCap Flare to create our help documentation. Among other functionality, the software lets us to publish tooltip text online that our developers can scrape to place directly in our app. This lets us keep the tooltips up to date without any need to involve Engineering. I’d like a similar functionality in Gainsight PX so we can keep engagements up to date with the latest automatically, rather than relying on a process to update our docs in both Flare and Gainsight.

We recently rolled out Success Plans to some of our Professional Services team and noticed that by far the most useful information on the Success Plan for project planning is the Gantt Chart.We’d like to be able to have the Gantt Chart tab appear first and then Objectives, Timeline, and Plan Info last. In order to do this, we would like the ability to re-arranged the Success Plan UI layout much like how the sections on the C360 can be re-arranged. It would be useful to make this part of the Success Plan type layout so it could be customized by type of Success Plan. 

[Customer request]:Hi Team,While adding the activity from the calendar widget or E2T, the company/relationship resolution is not Honouring the active flag of the contact(ie.. in Relationship/company person).Customer wants to consider the only companies which are associated with the active contacts. Can we check the feasibility of this request.

I would like to survey customers to find out how helpful they find the engagements.Currently, I can run a survey automatically after a customer completes any of a set of engagements. However, there are no reports available to correlate survey results with the preceding engagement.Any of the following possibilities would help me:Correlation report of some kind Drill-down into survey performance results to see prior-run engagements  Configure survey screens to run at the end of every engagement, and see scores as part of the in-app performance

Based on the feedback from GS PX Support, there is currently no way to see where Segments are being used.Having visibility on this would help, among others, to:Clean up data Revise current Engagements Take an informed decision on whether to remove/update a segmentAs a reference, you can see what is happening with GS NXT and the Templates. I can see in how many Programs they are being used: And also the details of the Programs, when I select the number: Thank you!

The suggestion here is to block Ideas of a certain status from showing up in the search.We get a lot of idea submissions for the same feature and currently manage these by merging into the oldest one and changing the status of the duplicates to “Merged.” But the Merged ideas are still showing up in the search, which clutters up the search a lot.

My company just started using Gainsight NXT this week. There is a loss of some ease-of-use that would be great to have back, if possible.When selecting “validate email” with a Success Plan CTA with this as a Task, the Menu Bar with all the editing capabilities for text is not stationary whole scrolling down on the email. This makes it incredibly difficult and time-consuming while editing an email. Can you please have the Menu Bar freeze and only the text of the email scroll?Also, my Grammerly extension use to work with the original Gainsight, but in NXT, it no longer works. Can this be remedied?Thanks!!

Hi all,In the Freshdesk connector, and elsewhere, it looks like we’re unable to use the updated at datetime to identify records updated yesterday (rule date minus one day, or during the span of yesterday or any other timeframe except for a specific date on the calendar (not helpful).That’s a shame because it probably syncs data for a good reason and could end up pulling a heavy weight on the API.Can we please enable filtering on “during the span of next/last X days/weeks/months/years” like we do in rules engine and data designer? For reference, that’s how it looks like in Data Designer for a date time field: Thanks for taking this into your overall parity considerations! That would also help us tremendously in syncing only the data that was updated within the same span as the job schedule. 

Add the ability to add CTAs directly into Gainsight (like you can in new timeline activity) when using the outlook widget.  Link timeline entries to existing CTAs within a customer 360. 

As we’re adding new engagements every day using Journey Orchestrator, one of the methods of communication we would like to explore is sending a private message directly through the Digital Hub community to my customer. Perhaps a workaround for this is to enable private messages via the API but that isn’t the end goal for me. Use Case: Customer has an upcoming EBR/QBR, send them a private message using Journey Orchestrator