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LizetteAkker
Contributor ⭐️
July 24, 2026
Solved

Survey URLs being removed by customer email security tools

  • July 24, 2026
  • 3 replies
  • 145 views

We're looking for guidance and best practices regarding customer survey invitations sent through Gainsight. We've noticed specifically in the last month that many of our customers' email security tools appear to be rewriting, scanning, or stripping survey URLs, which has dramatically affected recent survey participation. Based on the research I have done, this is a widespread problem currently impacting all survey tools in the market.

Anyone else noticing something similar and how are you addressing this?

 

Best answer by Yogita

Hi ​@LizetteAkker ,

Many customers configure a custom domain to reduce the chance of survey links being blocked by corporate security software or email gateways. A custom domain doesn't guarantee that links will reach every recipient, but it often improves deliverability: a recipient's organization is more likely to trust or allowlist the sender's own domain than a third-party domain such as Gainsight. If needed, the recipient's IT team can also explicitly allowlist the custom domain.

A custom domain does add operational overhead, however. It requires initial DNS and SSL certificate setup, coordination with your IT team, and ongoing maintenance—including renewing and updating SSL certificates before they expire.

For more information, see Rendering Surveys Using a Custom Domain: Rendering Surveys using a Custom Domain
 

Thanks,
Yogita

3 replies

M
maddisonstorey
Contributor ⭐️
July 24, 2026

We have had issues with this in the past. We end up having an employee manually send the unique survey links to each participant, which is very time consuming but has helped us get the links to users when needed. I’m curious if there are more sophisticated solutions others have found!

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LizetteAkkerAuthor
Contributor ⭐️
July 24, 2026

Yup - that is what I have been doing for every participant that replies to the email saying the button doesn't work - and then when I send them their unique URL back, it goes through fine and they can submit the survey. But I cannot do that for all 80 000 contacts LOL. Would love some other ideas :-)

Y
Gainsight Employee ⭐️
YogitaAnswer
Gainsight Employee ⭐️
August 4, 2026

Hi ​@LizetteAkker ,

Many customers configure a custom domain to reduce the chance of survey links being blocked by corporate security software or email gateways. A custom domain doesn't guarantee that links will reach every recipient, but it often improves deliverability: a recipient's organization is more likely to trust or allowlist the sender's own domain than a third-party domain such as Gainsight. If needed, the recipient's IT team can also explicitly allowlist the custom domain.

A custom domain does add operational overhead, however. It requires initial DNS and SSL certificate setup, coordination with your IT team, and ongoing maintenance—including renewing and updating SSL certificates before they expire.

For more information, see Rendering Surveys Using a Custom Domain: Rendering Surveys using a Custom Domain
 

Thanks,
Yogita

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