Archived ideas

Hi Team, Posting this request on behalf of customer. Gainsight fails to send email to any recipient if a user that is CC’d on the email is on the Gainsight bounce list. For example, if a CSM is on the “Email Copy to:” in Journey Orchestrator on an email sent to several customers, and the CSM is on the bounce list, the email is not sent to any of the customers. The correct/expected behavior is that email should be delivered to all customer recipients regardless that someone in the “Email Copy to:” is on the Gainsight bounce list. The entire program should not fail. It would be great if CSMs are not placed in bounce list since it is intended that CSM should be aware of the communications with their customers. Regards,Jagadeesh

Hi team, I found that .eml or .msg type files are not supported as attachments for an email template. Would it be possible to support these formats as well?

Hi Gainsight Admin community, Many at times we encounter a situation while sending emails from Gainsight i.e a Participant who should ideally be receiving the email couldn’t receive one. Whenever the email gets into a list of hard bounce for various reasons that email gets added into the list Deny list. [ FYI - In the hard bounce, When the email doesn't land into the inbox, it could be because of an invalid email address, an invalid domain name, or a recipient's email server has completely blocked delivery. It is a permanent deliverability issue. Even entered the correct email address, but if that recipient deletes their account, your email never lands in their inbox.There might be two reasons for the hard bounce of a valid email.Denied by Firewall: Your email may be getting blocked by any spam filter which exists on your recipient's computer. ISPs are blocking your emails: If any of the significant ISP b

Hi,Currently, we can hide/show entire sections of content, dependent on the user roles.I’d love to be able to gate/hide individual pieces of content within an open category. Use Case (Because @daniel.boon will ask me otherwise )Internal / early releasesWe are releasing a feature slowly. Before it is rolled out to all customers we want only specific customers, or even just only employees to be able to see the content. Currently, we do share the preview link, but I don’t think that that is a good practice. We also don’t want to have to move it to a hidden category, because it makes most sense where it currently is.Thanks in advance. 

A request came through in support to restrict CSMs in a way that only see the accounts they are assigned to in both the C360s as well as reporting and dashboards.   I know the latter can be accomplished through various filtering but this request goes beyond that to C360s. As far as I can tell through testing, there is no way to accomplish this.

An engagement (bar/dialog/guide) should remain visible till the user clicks the X to close theengagement, or clicks *Got it *button on the engagement. This should be possible without using an overlay. Also, the engagement should not reappear once the user has interacted with the guide (closed it or clicked a button). This ensures that the user keeps on seeing the guide on a non-intrusive format but is not blocked to take other actions on the page. 

Currently the Product Updates page only allows users to subscribe to ALL product updates. We want to allow users to differentiate between the products. So they will only see emails about an update to Product A, even if we post an update to Product A and B on the same day. 

When embedding videos (sources include YouTube, Vistia), it’s bound by a level 3 set of cookies that users need to accept to even showcase a thumbnail or picture of the link. If the cookies aren’t accepted, the embedded video becomes a text URL (that breaks the experience) and also takes users directly to the host’s website (and depending on the host, ask users to sign in.) It would be great to at least be able to showcase the thumbnail of the video so users understand it isn’t spam or any of that sort, and they get a glimpse into what they want to view.  

It would be helpful if there was an approach available to tag users or add additional additional custom user role fields only visible to admins/CMsIn my case I’d want to collect other attributes on users, flag certain folks for different future use cases, and being able to do that quickly. Then later draw down reporting with these details. 

In Control it would be helpful to display additional details about the groups the user is in. I’d love to treat the profile as a richer dashboard that can help me immediately see at a glance everything they are doing and have done and also provide outbound links to other integrations so we could view their profile details in SF.  On the front-end we could also display what groups they are part of showing off their status and participation for others to see. 

When creating a Dialog engagement based on URL logic, it is expected that the dialog disappears when users navigate to different urls. However we have confirmed with Gainsight support this is not the case in a single page application (SPA). Given single page application has become one of the most popular trends in web development (examples including Facebook, Twitter, as well as Gmail, Google Maps and Google Drive) this feature should be considered/supported . 

In Audience Explorer, when a user select’s certain filters, they do not persists and would be reset to the usual values after a page load. It would be good if a user has the option to save their own filters.  

Hi Team, One of our internal employee has shared the following use-case with the support team. Could you please have a look and see if this can be taken up as an enhancement request? When you select the date in the Gantt chart, there is a date overlay shown that hides the month in the UI. The second date being shown is not needed and just makes the experience harder for the user 

Would it be possible to add the data designer/section name to the confirmation box when you select delete on something?I see this has been brought in to the rules engine, and it would be good to also have it included in data designer, or in company/relationship when deleting sections, so that it reduces the risk of deleting the wrong thing.

We’ve been discussing the best options for evaluating/tracking our CSMs on their individual performance metrics. Someone on our leadership team commented that it would be great to have a CSM scorecard based on their metrics just like we do for our customers - I agree! Is this something Gainsight has considered? We know we can build out dashboards, but then have to build out history tracking, etc. and the UI just isn’t as streamlined as the scorecard view. We’ve also toyed with the idea of adding our CSMs as a separate relationship type on our test account, but with 250ish CSMs, that is a huge undertaking as well. Other thoughts/work-arounds other teams are using to streamline CSM metric tracking?

NXT developed rules with salesforce sourced lookup object fetch or filter fields are not x-org migrated.We are following a culture where any new project developments are approved for Gainsight to be developed and tested in sandbox tenant first without implementing directly in production instance.At times we stuck to see many rules having sfdc cross object lookup fields or filter fields not migrating with in NXT tenants via x-org. 

With Draggable turned on, the KCB Container overflows at the top, clipping the essential options. It would be nice, if the KCB can determine the available height/width on my screen and display accordingly  

Hi,We have an amount field with data type “currency” on our company object. The currency of that field may vary, some use EUR, USD, INR, CAD, SEK etc. When including this field in the “Mass Edit” report type the amounts are displayed in different currencies (the ones originally stored on the company) which makes it hard to compare, filter or sort.It would be helpful to be able to select a preferred currency, or use the currency of the logged in user to calculate the amounts to the same currency in the report. thanks!/David

Currently, in Connectors 2.0 for our User Sync job the upsert key box for User Id is grayed out and we are forced to select another option. Our Salesforce team uses firstname.lastname for user names and emails are firstname.lastname as well….so anytime someone gets married, we get a duplicate user in Gainsight. We’d like the option to use the User ID as the upsert key, so any name changes would flow through seamlessly.

Hello Team,We could see  "NPS" field gets populated by default on the Company object and uses the True NPS and not the NPS.Can we give an ability to change NPS value type which is displayed on Company::NPS. Thanks & Regards,Srikanth 

Hi All, I can see that we can have a rule set for in app engagements (so if a user has seen this they will then see this), but it would be great to have that include emails too. So if a user receives a Gainsight email, the next time they log onto our system they receive a follow-up engagement.(but it only appears to those who have received an email so a message can flow from off app to on)

In the C360 Layout configuration (Company Admin Configuration), it would be helpful to see the Type of Section displayed in the layout versus having to hover over to see Section Type to more quickly identify what sections are in use and edit appropriate since sections are often renamed to something other than the default name

Team, We have customer who wanted to set the percentage values as shown in the below pie chat visulazation to 0 decimlas instead of showing the 2 decimals. Currently, doesn't have any control to set the decimal points for this percentage calculation from UI Level. The percentage which is shown in the below screen is calculated from the backend    

I'm looking to track growth opportunities to create a pipeline of customer opportunities by increases in usage. Like SFDC tracking a deal value, i would like to track a new growth opportunity by either an usage increase and/or revenue potential.

Customer would like to see the ability to report on event framework meta data.  It would be nice to see this data exposed for reporting purposes or rules engine.