Discuss Gainsight Products

Hello folks! I noticed after we installed the Gainsight Customer Success package, the browser tab labels (we use Chrome) display the same text on all tabs. Ours displays “Gainsight | Salesforce” Previously, the tab labels displayed the area of the app I was in. Ex. Cockpit, Reporting, Rules Engine, etc. With Gainsight being somewhat of a “tab happy” app, I find myself with LOTS of open tabs in the run of a days work. I now have to click on each one to see what section of the app that tab is for. Just thought I would ask if any others are experiencing the same?Cheers,Wes French

Hi This is Tim Wong from the ION Trading. We are wondering is there anyway we can export the email template? or a way to back them up. Please let me know. Thank you

Our course Catalogue requires that you apply the filter twice.  When clicking Catalog, there is a Filter option, but the filter/apply does not work on the first try. If you do it once (it doesn't apply) and then go back to the filter and just click APPLY again, it seems to work.Does anyone else have this experience?Thank you!

We are likely not using the Conversation style on our community and just questions. I notice if a user does not have access to any category with conversations, they still have the option to select Conversation when posting even though there are no categories in the drop down. Is there any way to fix that or just turn off the option for the whole community? Thanks! 

I’m trying to implement updating a custom profile field using a Connector and the Widget Service SDK (PUT method), and I’d appreciate guidance on the correct implementation approach.Specifically: What is the recommended way to update a custom profile field via the Widget SDK? How should dynamic path parameters (e.g., {{userId}}, {{field}}, {{value}}) be configured in the connector? How should those parameters be passed from sdk.connectors.execute()? If the field value contains JSON, what is the proper way to handle it? It would be extremely helpful if someone could share a working example of: The connector configuration, and The corresponding sdk.connectors.execute() implementation in the widget. Looking forward to guidance and best practices.

Hello! Seeking thoughts and experiences on something I got asked about today.Context: One of my colleagues is hoping to use the knowledge base to host some of their guides. Their questions would require integrations/APIs, so wondering if anyone has guidance on what would work.Questions:If they leave files in the articles, can we track who downloaded it through a tool? They asked if they could see beyond the regular analytic dashboard and track which users are viewing the posts. Thanks in advance.

Hello! How do people get around not having an “Events” option for the sidebar. 

I have used html to edit the messages in phrases, but what is actually shown is a stripped back html.From this:  To this: 

Is there anything unique or specific to Admin users for widget visibility settings? I added myself (an admin) to a segment and removed myself from another, yet I still see the widgets for the old segments and don’t see the widgets for the new segment. 

Hey,We’re planning to add new sources to our federated search, but we were thinking of color-coding the the different sources in the search results. Has anyone done such CSS application based on the source? Any tips on how to achieve this?

Hi all,We’re starting our Khoros->Gainsight migration and there’s one workflow I have in Khoros Care / ACM that I’d like to replicate. Here’s the current workflow:In ACM, we see a queue of forum posts. When a staff person responds to a thread, we then mark it as resolved (within ACM – this is unrelated to marking a Solution or Best Answer). When it’s marked as resolved, it disappears from our queue. If the discussion receives another response, it returns to the queue so we can check if it needs another staff response or if we can just mark it as resolved again.Is it possible to have a similar flow in Gainsight? Thanks!

Hello, we’re excited to enable AI Answers on our community soon and noticed we have the option of using OpenAI or Google Gemini. Have you tested AI Answers with both? Any difference? 

Hey Team - We’re going to push implemented ideas from Jira to Community via Workato. We’ve got most of it sorted - except all the ideas come over as new. Is there a call for idea status we’ve missed? Any help is appreciated!

Hi Community!I’m floating an idea in my head and wanted to see if the strategy works.🤔I have a robust rank system for our community members (customers) and we currently reserve “rank icons” for our company employees on our community. This makes them visually distinguishable from our customer base which makes up the bulk of our community forum.I have a customer award recognition program I am rolling out and while it’s not tied to Gainsight’s ranks/leaderboard point system, I wanted to leverage something new for visuals like a ‘rank icon’ vs a community badge (as we are climbing up in quantity of badges). My question to community is:What do you think about this strategy? I feel like its fresh and new (for our members) and sets them apart visually in our community feed vs the badges. Is there a technical limitation which is, they must have that rank in order to have that rank icon? Does that mean that it messes with my rank system already in place?Any help/insight and feedback is appreci

We create a lot of articles for our community. I can follow the metrics at a general level, but not at the author level. We want to know how each content creator’s content is performing.There is no easy way to track this, and I don’t want to work with Excel exports.Then I got an idea:I create a custom role for each content creator. For example: 10 Content Creators → I create 10 custom roles I assign each role to the corresponding creator Finally, I sort Analytics by Author → Custom User Role  The problem is that when I select a custom role from the drop-down menu, there is no data to display. I have tested different time frames and several roles. I also tried adding a Content type filter.Still, there is no data to display.Then I went to the new dashboard, as someone suggested in this thread:  But there is also a problem: I can’t find the custom roles I just created.  Any ideas on how to easily monitor how content creators and their articles are performing individually? Maybe I create A

I’m looking for a list of voters for specific ideas. When I searched in this community, the AI gave me this:  Does anyone know if the second bullet is available yet? 

Hi Community,Quick question — does GS CC support automatic group enrollment?For example, if a user selects a specific location or product during signup (or in their profile), can they be automatically enrolled in corresponding groups within GS CC?Thanks in advance!

Has anyone else noticed a change in how many results are being returned in search? There seems to be much less coming up, in some cases on 1 or 2 results returned, we’ve had a couple of users complain now. Is this a bug or are changes being made?

Recently, we conducted a webinar on the topic "Maximizing Business Impact with Effective Engagements in Gainsight PX: Best Practices & Strategies." If you missed the session, you can access it through this link, and here is the PPT deck.During the webinar, we started by discussing the different types of engagements available in Gainsight PX and how they can be effectively utilized:Guide Engagements: Use Cases: We explored how guide engagements can be deployed for onboarding new users, educating them about core functionalities, and introducing newly launched features. They can also assist users in navigating complex workflows with step-by-step instructions. Examples: A guide can walk a user through the initial setup of a product, highlighting essential features along the way. Dialog Engagements: Use Cases: Dialog engagements are ideal for communicating important announcements, such as policy changes or new feature launches. They can also alert users to outages. Examples: For inst

Hello Community!We are looking at integrating our Community with Marketo. Honestly, not sure how to put in the use cases and success tracking metrics.What have been your objectives?What metrics do you track?What are the use-cases you are solving for? 

We are noticing meetings coming into our Gainsight Timeline through Microsoft Teams AI Follow Up that do not have have recording and transcription turned on. Is this an error or is this documentation inaccurate? It states that you need both recording and transcription turned on.https://support.gainsight.com/gainsight_nxt/Timeline/02User_Guides/AI_Follow-Up_User_Guide#Limitations 

Another one of our automation scripts broke yesterday. This time, the one that posts Product Updates to the community. Previously, when posting to the API to create a product update, you would need to parse the returned value to get the new ID. This was done by splitting it by “/” (forward slash) and grabbing the fourth item. I unfortunately don’t have an example of what exactly that looked like. The change that occurred last night, it now returns an object with id and publicid fields. While I do think this is a good change and how it should have been done the entire time, I can’t get behind these changes happening seemingly at random, causing our automations to break. Maybe I missed it, totally possible, but I did search my emails and the community and didn’t see any mention of this change.. Snippet from our script on how it retrieved the id previously:Here’s what the returned result looks like now: So, please keep this change, but also let folks know in advance if these types of chan

 Product Experience February 2026 We’re excited to share the latest insights from Gainsight Product Experience. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together.Let’s dive in!😀  Guide Users with Speech Bubbles Knowledge Center Bot has even more customizations to assist users in your product. Speech bubbles are the newest addtions in the KC Bot editor, allowing you to proactively guide users to the bot and set clear context for its purpose. Admins can select the visbility, background color, text color and message content, including personalized messages. Learn More  Notify Users of Unread or New ContentNotifications have been added to the new Knowledge Center Bot editor. You can configure them to highlight newly added or unread content in the Content Group and Recommendations widgets. The notif

 Skilljar February 2026 February may be short, but our release list definitely isn’t. We’ve packed this month with meaningful updates, thoughtful improvements, and a few features we think you’re going to love. Here’s what’s new, what’s better, and what you won’t want to miss.Let’s dive in!😀 ICYMI: Skilljar Release WeekAt the end of January, we launched several impactful new features, including Course Ratings, Course Families, and a smarter Dashboard Homepage, all designed to help you scale your programs more intelligently. Head to our release page for interactive demos so you can see what’s new and start putting these to work.Learn More  Bulk Operations For More Efficient Content Management Bulk Operations makes managing course content faster and easier by letting you take action on multiple Assets, SCORM files, Quizzes, and Question Banks at once. Whether you’re downloading files, cleaning up outdated content, or detaching materials from lessons, you can now get it done in just a few

 Staircase February 2026 We’re excited to share the 2026 insights from across the Gainsight. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together.Let’s dive in!😀  Risk Analyst: From Churn Signal to Personalized PlaybookRisk Analyst surfaces emerging churn risk from real customer conversations and delivers hyper-personalized mitigation plans based on what’s worked before — so you can act earlier and protect renewals with confidence. With Risk Analyst, you can:Detect early churn signals across emails, meetings, and support activity Understand why an account is at risk with clear risk scores, trajectory, and root causes Get tailored action plans generated from similar past scenarios that successfully mitigated risk Align your team fast with defined urgency, ownership, and stakeholder guidanceExplore