The Gainsight Connected App within Salesforce is currently inactive, which is causing disruption to several capabilities that require a live Salesforce connection. Engineering and Product leadership are actively engaged and treating this as a P1 customer-critical incident. Investigation and restore paths are in progress.
What’s Impacted:
Any function that depends on reading from or writing to Salesforce is affected. This includes:
- Connector data sync
- Rules, Data Designer, and Reports that touch Salesforce objects
- Cockpit, Timeline, Journey Orchestrator, Renewal Center
- Mobile & Plugin login via Salesforce
- GS Assist
- Metadata retrieval (object listing/describing)”
Pulling or pushing data from Salesforce, and referencing Salesforce metadata, are the core areas impacted.
What’s Not Impacted:
You can still sign in via Salesforce. And all Rules, Data Designer jobs, and Reports that do not touch Salesforce objects will continue to run normally. Most in-app workflows that use Gainsight-native data are unaffected.
What You Can Do Today:
- Identify which Rules and Reports do not involve Salesforce objects and continue to run those.
- Pause any workflows that depend on Salesforce-input data
- Continue using Gainsight native datasets, dashboards, and internal objects without interruption.
- If there are any critical processes that can't wait. Load data to S3(through some other means outside Gainsight), use S3 in the rules.
What We’re Doing Next:
Engineering is validating restore paths and performing checks to avoid downstream data issues. We’ll continue to send updates at regular intervals. If this incident extends, we’ll offer another round of office hours and more comms
How we’ll continue to support you:
The impact varies by customer, so we’re hosting live office hours for the Gainsight Admin community to answer your questions in real-time.
We encourage you to join one of the two time slots below:
Thursday, November 20 at 10PT
Friday, November 21 at 10PT
Also, as we are working around the clock to resolve this issue, we will continue to post updates at https://status.gainsight.com.
