Customer Success (CS)

I’m using Advanced JO to do a multi-step program. I’d like to redrop the first email if it’s unopened within 5 days. However, I’m finding that Opened and Unopened are not available as Outcomes when you are tracking links within the email.  Is it possible to enable link tracking in an email and have the Advanced JO program show  the Outcome of Opened and Unopened instead of Link Clicked & Link Not Clicked? The only way I can see the option for Opened and Unopened is to turn off link tracking in the email, but then I can’t track engagement with the email. Is anyone one else running into this issue, and if yes, what are you doing as a workaround?

Hello Gainsight Community,My Gainsight Admin and I are trying to use the Packed Bubble report type to group our customers together by Billing Location. End goal is to have visibility into which locations have the biggest pockets of customers and signal to us to evaluate starting a new user group in the area.Our initial filter is the Billing Location State. What we’re finding is that the Report stops at the letter M, and we’re not seeing any entries that go to a state beyond M (Ohio, Pennsylvania, Rhode Island, etc). Is there something very obvious we’re missing? Is there a limit on the number of records you can generate with a Packed Bubble report? Any help here from more experienced Gainsight users would be appreciated! -Ben

We’re having difficulty figuring out how to export Gainsight Copilot responses - specifically in table format. I received an response in table format and it asked if I need an export of this dataset. When entering the next prompt that I do, it shows:“You can export this dataset using the following identifier:” The table again “To export, use the export or download option provided in your Gainsight or Copilot interface and reference the dataset_id above. If there is a specific export format you need or you require guidance on the next steps, please let me know!”There is no export option or id shown.I then clicked the copy icon next to the thumbs up/down icons and see it contains a URL, however when clicking the link, it only pulls up a Gainsight page with a 404 error. Not sure if I’m missing something obvious or if there is a setting I need to enable, but would anyone have any tips on how to enable exporting tables from

Hi Everyone, I am brand new to Gainsight. I am trying to figure out how to send emails from Timeline or Activities. I see emails available in CTAs, but I can’t figure out how it works with Timeline. The only option available is to share the Activity, which includes the activity information, but no option to pull a template for external use, as we log the activity and send an email to external participants. I went trough the email configuration settings and timeline settings and could not find an option to include sending emails from timeline. Am I missing something or the option is not available. 

 CS Q3 November 2025 Release Notes Update!The Gainsight CS Release Notes Q3 November 2025 is officially published for EU and US customers. Along with this release, the following new/updated help articles have been published:360

Difference between Customer Goals & Success PlansComparison of Customer Goals & Success PlansThere are two distinct things: What are a customer's goals and what are we going to do about them?How Customer Goals Came to the Picture:    The way we had success plans set up in the past (with an 'objective cta') we had linked the two of these.  

We are looking to use Customer Goals in 2026 for implementation, adoption, QBR, growth/established etc.  Struggling to find the best way to get started.  Do we create a library of just basic goals, and then allow the CSM to add additional goals?  Do we tie it to success plans (we only use a success plan right now for the implementation and adoption) or do we just add the goals separately?  Do the goals add to the Copilot or AI Cheat Sheet?   Looking for how y’all use goals and some best practices. We also do more at the R360 than most-we use the R360 to manage each individual product that a customer may own as there may be a different customer POC for each, so we do need to be able to things at the R level.

Hello Everyone,We’ve made some important updates to our data restoration process to ensure better clarity, consistency, and alignment across our Support and Engineering teams.🔍 Key Changes Any data restoration request that goes beyond the standard scope will now be reviewed on a case-by-case basis by our Support and Engineering teams. Please note that restored data may contain inconsistencies with dependent data. Identifying and resolving such inconsistencies will be outside the scope of the restoration process. The above is updated to the support documentation already. Document: https://support.gainsight.com/gainsight_nxt/Recycle_Bin/About/Recycle_Bin_Overview  

Anyone else seeing issues with the Gainsight Assist Chrome plug in/app?  Our CSM’s cannot connect their emails-it’s either not working at all, or it appears like it’s working for sending an email the first time, but it’s not appearing after that for any replies to emails.  Submitted a support ticket, but looking for more info to help my team. Not having emails go to the timeline is a big issue for us.

I’ve been thinking about how I can do this, but am coming up short. In a simple example, this is what the data looks like:ID1 / String1ID1 / String2ID2 / String3ID2/ String4ID2 / String5The end result of my data design is that I want to concat all the strings for each ID like thisID1 / String1 String2ID2 / String3 String4 String5Can anyone help me think of a way to accomplish this? Thanks!

Curious if I am just missing it or if there is no way to report on it today, but I would like to use the Associated Persons linked to a CTA in order to drive automation.   These were available in SFDC edition and I assumed the functionality would be replicated in Gainsight NXT.  

Two Chances to See AI in Action: Join Our CS Demo Day We’re hosting not one, but two Demo Day sessions to make sure everyone gets a front-row seat to the latest in AI-powered Customer Success. Whether you join us on November 5 or November 6, you’ll get the same live walkthrough of how Gainsight CS and Staircase AI are transforming customer signals into retention and expansion, automatically. What You’ll See: Live demo of how Staircase AI captures sentiment, relationships, and upsell signals How these insights flow into Gainsight CS workflows to drive renewal plays and growth Real use cases showing how AI turns hidden risk into real action without adding headcount

Does anyone have a target for how many Timeline entries should come from the Outlook plugin versus being created directly in Gainsight? Year to date, 66% of CSM entries have come from the Outlook plugin which seems high given our CSMs are only logging in on average 13 times a month.

We just stood up AI Follow-Up (MS Teams), and the question came up if the customer doesn’t agree to having the meeting recorded, but is fine with transcript enabled only, can AI Follow Up still generate a summary? I see the documentation mentions both recording AND transcript enabled have to be in place for it to generate a summary, however wanted to get a 2nd opinion in case there has been any patches or updates made since the documentation was published. If it still needs to be both, if only transcripts are passed to the AI model why does it need to have both enabled?

We polled CS leaders recently. The results? Buckle up.100% have some responsibility for expansion revenue 50% have direct dollar targets on their backs 0% have time for more manual workReducing customer risk isn't enough anymore. You need to drive growth while preventing churn—without cloning yourself.That’s why we brought together 3 Gainsight teammates to talk about everything that’s changing in the world of customer retention at our annual EVOLVE product event. EVOLVE: Product Event – October 29th, 10:00–10:25 am PT In under 30 minutes, we’ll talk about:

We have recently set up the ServiceNow connector and I am finding out that it’s much more complicated than Salesforce to map and create hyperlinks in reports.  I’m looking for someone with some experience to solve for creating a hyperlink into our ServiceNow Gainsight reports that will allow the user to click to be taken to the ServiceNow Case external page.  I have the Concat formula method for Salesforce but the issue we are running into with Service now is the link changes based on the type of case created (Support, Finance, Service, etc.).  I don’t see a way to create logic in the formula to change part of the hyperlink based on the first 3 letters of the case number.  Examples:  https://support.company.com/now/sow/record/

Hello, I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occ

Hi Everyone! I am curious if anyone has completed an integration with Qualtrics to pull in survey data, detractor cases, and other data? If so, I would also be interested to know if you made a direct connection or used third party middleware. Our use case is one where a different team manages Qualtrics, and we simple want to start by bringing the data into Gainsight so we can add automated health score metrics. Once that is done we will look at further use cases. Any information would be very appreciated!

We are working on a program that would nudge new users to complete our certification courses in CE. I’ve created a query that will check their status and show them a PX engagement. Our goal is that we would like to send them a second nudge via email N days later if they have still not completed their certification. I added a delay step followed by an evaluate step that includes Course Name and Course Completion. My question is: Will this evaluate step look at the live data after the 30 days (so picking up if they completed the course in that time) or will it evaluate using the same criteria the user was qualified with in the first step? I don’t know if I need to do a second JO for the email so it evaluates every after N days.   

Is there a way that CSMs can set up Recurring task themselves that doesn't require building a flow for each CSM based on the specific task they want to make recurring? 

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

Hi Team, I understand what the viewer permission set is designed for, and we use it for our Sales team. The issue users are facing, is that there has been some confusion with SFDC Admins who have to assign these permission sets and if someone needs the Gainsight Standard permission set they're actually assigning ALL of them. If the highest most permissions (Gainsight Standard) would take precedence it wouldn't be an issue. What they’ve noticed, is that if multiple permission sets are applied they get some of the Gainsight Standard access (can view the C360, etc) but certain features are limited (like closing out CTAs). They’re able to fix by removing the viewer permission sets leaving just Gainsight Standard.  It happens most often for a users if a user moves from a role that previously only had Viewer access, but now needs Standard access. The new permission set is getting added, but unless they explicitly ask, the viewer permission set is not being removed. 

I am trying to re-establish our timeline to SF activity sync. This is currently set up to sync to Salesforce Events but the sync is throwing errors because the timeline entries have no duration. We do not (and will not) require that CSMs add a duration or end time for all timeline entries. Gainsight Support says there is no way to automate a work-around to this. Does anyone have a creative solution? Are you logging to Salesforce Tasks instead, even if timeline entries are not actually “tasks”? 

This is a question for Gainsight that might get converted to a request/idea. @anirbandutta can you help direct this? Context: If you've turned on Associated Records for timeline entries, your global timeline, and personal timeline in GS Home, will only show your original entries. You won't know if you've associated it elsewhere without clicking into it. My questions are:  Was this intentional? Are there any plans to incorporate associated records to the OOB Timeline displays, or a way for admins to show them? Or is it just a feature request? 

Does the Links clicked use an OR condition or an AND condition on the links. So if I enter multiple links, do all of them have to be clicked or any of them?  If it’s AND, how do I implement an OR