Gainsight needs custom Task Types so admins can control which fields and statuses appear for different kinds of work, ensuring cleaner data, consistent processes, and easier CSM adoption—just like CTA Types already allow.
Different workflows (Lifecycle, Risk, Renewal, Onboarding, Internal Ops) require different fields. Right now, every task shows all fields and all statuses for every user, regardless of context.
As more teams get moved into Gainsight, the needs and use cases widen, but this is a limiting factor and results in users seeing irrelevant fields and status options, which leads to:
- inconsistent data entry
- incorrect statuses being selected
- tasks that don’t follow the intended playbook
Because fields cannot be restricted by task category:
- admins can't enforce required fields for certain workflows
- reporting becomes unreliable since users skip fields that aren’t relevant
- compliance-focused processes (risk, escalations) lack enforceable structure
This was called out 5 years ago in a post that was more general and grouped multiple asks together, so carving this out into its own post.
