Discuss Gainsight Products

Our support team has recently migrated to using Jira Service Management for handling support ticket. To continue offering a view into support tickets for our CSMs, I have set up a connection to our Jira instance and I’m now able to pull all tickets from the Support project.However, I’m currently struggling to link the tickets to the appropriate Company/Relationship in Gainsight. In Jira, tickets are linked Organizations, which would map to our Relationships. The only potentially related field I find on the Incident and Project objects in Gainsight seems to be fields.reporter.accountId but I cannot see the long hashes I get from that field on the Organization page (let alone produce a list of Organizations with their related accountID).Has anyone else synced Jira support tickets to Gainsight? If so, how are you linking tickets to the appropriate Company or Relationship?

I would like the ability to use Gainsight notifications for our own alerts, things that don’t need to be a full CTA but more of an FYI. This would held keep cockpit clear for things that require action/tracking but ensure we keep our CSMs up to date with key things happening on their accounts.  

Hello there!I just started making an image template for articles but found  different aspect ration between two post types.   Do we know why the ratio is different? And can I set the Event image specs to the same ratio as the Article image specs?Article = 1440 x 640Event = 600 x 300 

Hello -  We have some CSMs that don’t call their QBRs, QBRs and instead just call them “Quarterly Syncs” or something like that. Because of this the “Missing QBR” insight is flagged for them. They obviously cannot edit a meeting from the past, so we’ve tried the following to get it to go away, and it remains. How can we resolve this? 1. Manually added a meeting and put QBR in the title and description. 2. We’ve created a Lifecycle Event and marked it as QBR.  

It would be handy to add Tags to events such as Industry and Region. Then people could sort by the tags to narrow down just the ones that interest them. Any plans for this in the product, or ideas how to handle?

 📊 Unlocking Customer Success with Gainsight’s Success Plan feature: In the recent webinar Optimize ROI with Gainsight: Success Plans we focused on how Success Plans help Customer Success teams capture customer goals, track progress, and demonstrate value.We deep dive into addressing common challenges—such as inconsistent tracking of customer objectives and the difficulty of proving ROI—and showed how a structured, programmatic approach can turn these challenges into opportunities for stronger customer relationships and improved retention. We highlighted different plan types—such as onboarding, account, and ROI success plans—and demonstrated how these can be customized to meet specific business needs. Sharing capabilities were also covered, showing how Success Plans can be aligned internally and externally for greater transparency and collaboration.🚀 Driving ROI Using Success Plans:Success Plans in Gainsight provide a structured way to capture and align on customer goals, track progr

Hello Gainsters I want to track and interact with anonymous users in our community.Reading the documentation i notice the webapp vs website javascript treat anonymous differently, or so i understand.https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Track_Users_on_Your_Corporate_Site_Using_PX Can someone confirm I should be using the -1 website script (we currently use the -2 webapp script) and this will let me view anonymous users in the audience over view. Thanks in advance for the clarification. I will add that I can see the product feature usage of anonymous users as per documentation. https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Track_Anonymous_Visitors_of_your_Application_using_Gainsight_PX

Is there a way that I’m not seeing to remove someone from the list of registrants for a Community event? We have a gated Community, and one of our customers informed us that one of their employees has left; they want to remove his name from the registration list for an event they’re hosting to free up capacity. Even though I have banned the user in question, they still appear as registered for the event, and I don’t seem to have a way to remove them. Has anyone else run into this? Are there registrant management options I’m missing somewhere? Thanks!

Anyone else having issues with the API? The status page doesn’t show anything, but I’m getting a 503 error most times I try to get a token. Just checking if I’m the only one!

Is there a way others have improved their search in CC? I am running into an issue where I have 15k+ topics and there is no advanced search filters for users. There isnt a way to sort (to my knowledge) by post date, last activity or author. ect. Has anyone else tackled something like this?

Hi - I’m looking to feature webinars that happen every 2nd Tuesday, Wednesday, and Thursday of the month. I don’t want to have to manually create those events every time. Is there a way for us to create the event once then list the cadence in which it happens? Also, is there a way to copy an event? It would make it easier to adjust the necessary options without having to rebuild it from scratch.

We are hoping to allow our Community users to share a little bit more about themselves through via their social media platforms. I have not been able to find a way to effectively do this yet. We ideally would like it to be Profile Field on the user’s profile. The issue we are experiencing is that if we use the text field, they do not hyperlink out, which feels like a strange end user experience. Has anyone found a way to use a text field or a different type of field that allows for a website or social media link to be shared on the profile level? Thanks! :)

When you connect your academy to Single Sign-On (SSO), you can add a layer in that workflow to automatically enrolling learners into groups. This means learners will see the right content as soon as they log in, without an admin having to manage group enrollment manually. What are the benefits?! 📈 Save admin time: No more manual group assignments each time a new learner joins. Personalized experience: Learners land directly in the content that’s relevant to them. Scalable growth: As your audience expands, automation ensures consistency and accuracy. How does this work? 🤔SSO tokens can carry information (attributes/claims) about each learner, such as department, role, or region. When those attributes are mapped to groups in your academy → The system reads the group information from the token →  the learner is automatically placed into the matching group(s).For example: if the SSO token includes "groups": ["Onboarding-Cohort-2025"], the learner will be enrolled into the “Onboarding

What might I be doing wrong? First I thought it might be related to using wild cards in the URL or the px-auto-resolve token. But I’ve been testing going to the exact URL, no wild cards, no tokens. My engagement isn’t triggering (even with throttling turned off and the qualification rule to be once per session) My page views are not matching segments that use those rules Audience Explorer filters by that URL and/or the query parameter don’t return any usersI’ve tried the query parameter rules (Audience criteria for Engagement, Segment rules) using IS, CONTAINS, and STARTS WITH. Nothing works. What’s the trick to this? 

I started searching in the KC Bot for some API help while working in PX.For numerous search queries the results all redirect to the SAME article that happens to be the first in the list.  Just letting you know as I hope it is only me 😬    

There is a great baseline analysis in Staircase AI titled ‘Accounts dark’.  It would be helpful to export or allow this data set in data designer to develop an audience for JO programs.  Use Case:  Identify the accounts that we have not reached out to, or have been unresponsive as a target audience for a webinar and to drive specific messaging (around capabilities, value, adoption, etc.).

The star of the Community Unplugged, DJ Skemaddox heheIf you are like me and need to get your dj fix on.  May I suggest, A State of Trance on youtube? I need it when I am updating customer records for misspellings.

I’m curious as to how teams are leveraging Copilot to support their Customer Success organization.I would also love to hear from the product team as to what the direction of the feature is and what enhancements we can expect. We have a pilot group of Customer Success Managers who find it very challenging to use because the prompts need to be so specific and compared to other AI out there it doesn’t seem like the most user friendly...Below is some feedback from our team: “I noticed you have to be a bit careful with how you ask it things. It's not as "easy" as Chatgpt or Gemini where it tries to find the closest thing to what you asked "intuitively." For example, when asked "What are the main risks noted for [Company Name]?" it acted as if that account is non-existent. However, when I used the same language Co-Pilot had used in a previous question in the same chat, it worked. Moreover, it was then able to give me suggestions and recommendations to take based on the data it retrieved, whi

Is it possible to have a survey link that is tied to the company record but be a link/survey they can share to an unknown extended audience so the results come back as anonymous, but we still know what company it relates to. Our use case: We have partners that deliver projects to end customers and we would like to have a CSAT survey link we can share with the partner that they could then send to the end customer as part of our Partner Certification Program. 

Hi - I was wondering if its possible to enable conversations and discussions for events? I am hoping to have the comments section for all our events - so that people can begin discussing the event, share questions and engage before. Is this possible?

Use Case: Prompt to join the communityEngagement: Multi-question survey (you’ll see why below, perhaps there’s a better approach?)Step 1 is a single question with two options: Take me to the community I already have a community accountConditional Logic desired based on response: Take me to the community -- end survey (and will set logic to open community in new tab) I already have a community account -- proceed to step 2 (with open text question to collect their email address) Objectives: Drive community sign ups and adoption for new users Collect associated email addresses for existing users who already have accounts We have some users (ex. our partners) who user our product via multiple emails and logins When identified, we will update our records so that their user attributes reflect that they have an account  I’m using a survey because I need to collect the email addresses when option 2 is selected, but is there a better way? 

Hi all. We’re preparing to launch our new Community end of October. I’m thinking about whether or not to use a Knowledge base in the Community, when we already have a very comprehensive and publicly accessible Support platform with Zendesk, and University courses and videos with Skilljar -- both of which will be accessible in the Community via federated search. We don’t want to duplicate that content in the Community.  So I'm thinking of things like this for the Community Knowledge base:Us vs. Competitors (great for SEM) Checklists, How To's and other content produced by Product Marketing (some of which is on our website) Helpful resources by our CS org having to do with adoption or deeper engagement with our softwareWould love any other ideas!