Archived ideas

Hi Team,There  is a use case where  a CS member can  fill a slack form about an escalation.It would be great if we can push the data back to Gainsight. Thanks,Harika

It would be really great if in various places throughout the platform you could @ a user to create an action.For example, if you are in renewal center and you want an update on an opportunity, you could @the user in the next steps section which would trigger a CTA for them to provide an update.

We would like to be able to view segment membership in Gainsight PX and export a spreadsheet of users in the list. 

Hi,It would be good to be able to add an mp4 (silent video) to an engagement without uploading it to URL.Similar to adding images, we want to add mp4s that are not too large directly to an engagement. Thanks,Bharati 

It would be optimal if I could specify in the request whether I want to have the text of the article in the result. For my usecase, I only need the category, subject and link to the article. The complete text only makes the result larger and slower.

It would be good if I could specify the maximum number of results of the REST endpoint /searchI usually only need the TOP 3 or TOP 5 of the search results.

I use the REST endpoint /search to get a list of articles for certain keywords. There are a few categories that I don't want to search. In the endpoint I can only give a positive list of categories. To get my desired result, I first have to get a list of all categories, then filter out the unwanted ones and then specify the result as categories to be searched.This is cumbersome and not optimal for the runtime.I would like it if I could also specify a list of categories that are ignored for the search.

I’m currently transferring our Salesforce Knowledge Base to the DH platform.This means we directly pushed around 200 articles to the new platform. In our use case, we wanted to first save all these articles first as drafts, before we actually publish them, to really make sure that content, styling and tags are all up to date.With this, what I would have liked, is that I would have been able to already add moderation labels / tags to the articles, so we can easily track the progress of all our efforts.Unfortunately, this is currently only possible when an article is already published. Which in our case of this big transfer doesn’t really make sense.I think for future customers who are going to transfer their help center at once, this can make a big difference as well.

We need to make sure that leads/ opps cannot be edited once they are closed bc we have that ability in SFDC. By allowing to edit at any time, there will be issues with the sync failing to SFDC if a CSM attempts to edit after and then we have GS and SFDC out of sync

I use various filtered views to show the state of various threads (Unread, Unresolved, etc.) and in some cases, a customer has to open a support case.  I follow up on the case every few days to see if we have a resolution yet so I can share it back for posterity.I document the case number in the Team Notes section.  I also have the Moderator Labels column enabled so I can see which case has an incident opened at a glance.  However, I have to then go into each topic to see the incident number since I can’t add a column for Team Notes.Is this something on the roadmap?  I understand team notes can be HUGE, so showing only the first 10 characters (and hover over for the full) would be fine.Thank you,

It would be great to add a Northpass LMS integration. The Northpass integration could work similarly to the Skilljar integration, but it would be great to ensure course enrolllment and completion events in Northpass could be used to award badges to users in inSided/Digital Hub.

It would be great to embed Product Updates configured in inSided directly into our SaaS web application via an embedabble widget. I see this as a separate widget from the available community help widget. Our Product teams are always looking at other tools for announcing updates in-app, so if inSided (emm...Digital Hub) provided this functionality, it would make it that much more powerful and compelling. The widget could list a handful of the latest product updates when clicked, and then have a link out to the community for the full history of product updates. It could also show an optional counter for unread product updates. The CSS should be customizable so that the widget can be embedded seamlessly into various products.

Request:Enable record deletion for a record in a low volume object via the C360. Use case:Gainsight does not have a way to capture whitespace identification in the CS Platform.  We created a low volume object and applied to the C360.  Sales and CSMs can now go in and create new records for whitespace! (yay) - but there are some cases where the CSM creates a record by mistake or is no longer needed / voided.  They are not able to delete the record, instead, they have to create a help ticket to our Admin and have the admin manually delete the record 

Hi everyone,Over on our Community, a user wishes he can attach .webm videos as GIF files are limited in length due to the file size and have low picture quality. I understand it is possible to ZIP the .webm videos, but it is not the ideal way of attaching the file to a question topic.The .webm file type support will allow users to better show and explain the situation they experience without having to resort to currently supported file types. An image tells a thousand words, but a webm can contain a lot more valuable information.

Create new CTA/task/timeline from Gmail, NOT calendar. 

Hi Team, Customer request: We have two fields that are mandatory upon Close fields. They work properly when a CTA is created fully and then CSM navigates to close. However, if a CSM creates a CTA and closes the CTA in the same step (meaning they mark it Closed Success before the actual creation of the CTA, the user can successfully not fill in those fields).The customer want to show the closed mandatory field even while creating and closing the CTA in one step. 

It would speed up my workflow if I was able to, with a keystroke, open the hyperlink modal and immediately paste in the URL. That’s a fairly common UI pattern for hyperlinking functionality (in fact this platform does that!), but I’m tired of forgetting that Gainsight works different and having to redo the work because I just replaced the text I wanted hyperlinked with the URL, please and thank you! (have fun at Pulse y’all)

Hello Community!I’m you friendly Gainsight Support Agent, submitting this Feature Request on behalf of a customer: ...we are unable to see the breakdown of the score. Is that planned for the Zendesk widget? ...I'm thinking about seeing the Measures making up the Overall score in the widget (similar to how it's displayed in C360). End users can now view the revamped 360 experience in the Gainsight widget of Zendesk. While the widget displays Health Score with History, it does not show the Measure making up the Overall Score. Having this ability to view this in the Gainsight widget of Zendesk (through a toggle or dropdown) would be very insightful. Please continue this discussion below and Upvote this Idea if you, too, think

Simply, star your favorite items from the menu in NXT. Especially as an admin, I navigate to some pages very frequently. I tend to bookmark them in my browser but that can be too many to hold.Much like you bookmark a Dashboard, bookmark a menu item at any level so they can appear in the top of menu for your frequently used items. 

Right now, when you use the “sync to opportunity” in Leads, it will display ALL opportunities. Ideally, we should be able to filter what are truly CSQL vs all in the UI section. This is confusing bc the section has verbiage throughout the pre-configured section that you cannot edit “CSQL” or “create lead”, but I cannot filter to only show truly CSQLs, it will display all Opps for the account  

Right now the Leads section in C360 only allows the user to create leads and see in tabular report. It would be great to add some of the OOTB reports that come with leads as well. We are working the Beta C360 and I cannot create a new group in the “Leads” pre-defined section to add reports, but ideally the visual reports would live in the same section as the tabular report for Lead creations

I recently saw an onboarding flow for a product I was using and their guided walkthroughs also provide a pulse animation on the element.It would be great if PX could do the same.I did take a look at using PX to add in CSS3 pulse animations but it doesn’t accept CSS3 in the editor unfortunately.Current workaround is to add a badge icon or hotspot which isn’t ideal. Note: @Brianna Goodrum posted a similar idea about guide animations but appears to be more related to the delivery of the guide (grey box in the example above) than of the element selected.

When setting a survey end date, if the current date is used, an error shows up stating “The end date cannot be less than today.”  The wording should be changed to something like “The end date must be in the future” to reflect that the following day is the earliest you can set the end date to.  In the example below it was 5/5/23 when 5/5/2023 was attempted to be set as the end date.    

We have a use case where we take data out of GS Analyzer (mainly the rules tab) and put this into Tableau to track Gainsight Platform health. This would be much easier if we had a way to export data from the Analyzer page itself or to have the object exposed where I could build a report off of it. For now, we have to manually input this for each individual day 

After launching the new 360 experience I came up with the following ideas related to improved UX:Don't force widgets to snap to the top of the page on summary - it would be nice to have it work like dashboards where you don’t force everything to the top Add a rich text section like we have in dashboards - this allows for a place to put help text and explain content users see in the summary section Current workaround is using a rule to update a field on EVERY company/relationship record and then show that field  Ability to have a hover-over description field on reports Section descriptions within Attributes (this was available on the old 360 but not on the new one)