Discuss Gainsight Products

Was hoping to have a page or ‘article’ that shows key dates - either big events or product releases.  Is this possible?

We’ve rolled out a fresh set of PX updates focused on improving engagement tracking and bot customization. Take a quick look at what’s new!Engagement Audit LogsYou can now view audit logs for individual engagements, showing when they were created, saved, or launched, and by whom.This makes it easier to track changes, confirm launch timelines, and troubleshoot issues—without needing to follow up manually with your team.Note: Logs are available only for events on or after June 25, 2025, and capture user names but not detailed content changes.  Increased Group Limit for Task List and RecommendationsYou can now assign up to 25 groups in the Task List and Recommendations widgets in the KC Bot. This enhancement allows you to support more complex user segments and multi-step onboarding flows with ease. Improved Community Search in KC BotCommunity search now only returns results from the categories and product areas you select, making filters more accurate and results more relevant. If no cate

The energy at Pulse 2025 was incredible, but for me, the most lasting insights often come from reflecting on the event afterward. I recently had the opportunity to do just that with Jonathan Ditzel, Manager of Systems Architecture at MCG Health, who shared his thoughtful takeaways on topics ranging from customer engagement at scale to the true definition of adoption. With the full Pulse 2025 Library now available, we wanted to highlight a few of the presentations that got us thinking and share some key takeaways to provide a starting point for discovering your own insights. Scaling on the Fly: TrustRadius’ Rapid Digital Program Scaling StrategyThis session, led by Kate Seale and Jen Browning Peters, tackled a challenge many companies face: how do you effectively transition from a high-touch model to a scalable digital CS program? Key Takeaways & Thoughts:Keeping it Human: How do we scale communication without losing the human touch? As we automate, it's critical to ensure our outre

Is there a way to send notifications immediately after registering for an ILT session in CE? We currently send it a few days before the session. We want users to be able to register until the day before but then they don’t receive the email with all the information they need to attend.

Hi we’re a multi-product community and we’re currently reviewing our Ideation process. An important ask from our product teams is to make the Ideas page visible to all community users but when users want to post an idea or engage with one (upvote or comment), they’ll need to be able to go through a simple authentication process to ensure the user is our current customer. For example, if John is an existing customer of one of our products, he can authenticate by using his Account ID, which will verify that he’s a customer and give him access to post an idea or engage with other ideas.I wanted to understand how much of this is feasible within inSided and if there’s anyone here who has done something similar within their communities. Happy to learn and see how we can go about doing this customization. Thanks in advance :)

 📢 The PX June 2025 Patch Release is now Live! As part of our ongoing commitment to enhancing Gainsight PX, we've rolled out new capabilities that improve content management, engagement tracking, and insight discovery. See what's new! Export Dashboards to PDF or PNGYou can now export full dashboards or individual widgets as PDF or PNG to simplify reporting and sharing. KC Bot - Embed AnywhereThe new KC Bot supports embedded triggers, so you can launch the bot from any UI element. New Tile Layout for ContentUse the new tile layout to visually present content like call-to-action items in the KC Bot. Custom Icons for CategoriesUpload your own icons for categories in Content Groups and Recommendations for tighter brand control. Note: This is our first set of patch release communications and release notes for PX, and we plan to continue sharing these as part of our ongoing support for continuous releases. ++------------------------------------------------------------------------++RELEASE N

Hello! I’m working with the toggles and can’t quite figure out a solution. The titles on my toggles are smaller so when they’re not selected they are smaller but when you select one, the toggle gets longer. Is there a way for the toggles to be that longer size without clicking on it? I’ve looked all in the CSS and can’t figure out what controls that. (Images below)  

Hello! I’m trying to create a two step engagement - I configured Step 1 (announcement guide) but when I go to Editor > Add Step, Slider is not an option as a template for Step 2. Am I missing something??   

Hi everyone,I’d love to hear how others handle this situation:A customer posts a question in the community, but they also have an active support case open for the same issue.🎯 What I'm Trying to Figure Out: What’s the best way to respond in the community thread while trying to avoid interfering with the work Support is doing? I usually respond something like “I can see you have opened a support ticket, feel free to update us here so that others coming across this thread can benefit from your experience” I’m hesitant to mark this as best answer, as I don’t want this to come across as if our customers should not turn to the community when they have already opened a support ticket    What do you mark as “Best Answer” in these cases? For example, sometimes the resolution comes through support and isn’t shared publicly, but how do you handle marking the best answer overall? Do you mark your own response (e.g., “This is being handled via Support”)? Do you follow up i

I am in the process of working to migrate my company’s CS surveys all into GainSight. One of the challenges that I have faced is when migrating surveys that target users (contacts) who are not stored in GainSight (this happens frequently for our non-CSM managed accounts) and whose surveys are linked to in communication journey from other tools. It looks like the only way to create a survey in GainSight that works for this audience is by creating an anonymous survey whose share link we can insert into the existing email series.The challenge I am facing is being able to track specific segmentation of the anonymous survey. For example, we have three “groups” or “types” of customers (e.g. Standard, Plus, Boomerang) who we want to be able to segment results in aggregate for.Ideally, I would love to have the ability to creating a tracking code or have a URL parameter that I could include in the share URL to be able to capture the segment that we are targeting and append that to the survey re

My team and I are trying to fully understand the behavior for intervals on guide engagements. Our use case is new user onboarding. As a user is new to the product we want to provide guides on the key pages of the product to instruct a new user. These guides will be bundled and displayed in a KCB for the user to self serve, but we want to use automatic display for the first few visits of the user to ensure they know they have these resources available to them.Desired behavior is to show an automatically triggered guide 1 time per day up to 3 times. With the ability to quit and not show if the user finishes the guide in the first or second viewing.Our current method for configuring this is as follows: Schedule > Qualification scope set to show 3 times with a day between and on completion quit. We believe this is the base of what we want. But the uncertainty arises with “intervals” and “occurrences” the documentation does not strictly define these terms or finish the written example to

We have a member (an employee) who has subscribed to a specific post, and other than an initial email notification about a reply that was posted, they have not received any additional notifications by email. I’ve been looking for documentation, but can’t find what I’m looking for. So, I’m asking here:Is this expected behavior? If so, why? If not, is the source likely to be a Gainsight bug, an issue with the user (e.g., accidental unsubscription), or something else (overactive company spam filter in response to multiple notifications, etc.)? Thanks for any additional perspective! 

Is there a way to reset a user's total poins?

Hello GS Experts,Can I get feedback from anyone who has experience creating extensive automated expansion campaigns utilizing Journey Orchestra? Our company has recently joined Gainsight, and I am excited to use this powerful tool, specifically to create automated responses triggered when customers respond to certain emails based on behavior, product, anniversaries, etc. Thanks,George Tugeorge.tu@tipalti.comSenior Customer Success Manager 

Seeing this message pop up on several topics on our community (as an admin) and also on this one. Is this related to an issue? 

Our team is reporting a worse experience with Copilot after the full release than during the beta. I’m also experiencing issues using Copilot. Here is an example:Youwhat are the verified outcomes for media companies similar to [company ABC]? provide examples of customers in the same industry as [company ABC] and outline what they have achieved using amplitudeCopilotI can't provide specific examples or outcomes for media companies like [company ABC] using Amplitude, as my focus is on assisting with customer success-related queries within the Gainsight platform. If you have questions about how Gainsight can support your customer success efforts, feel free to ask! Users have reported to me that a prompt they used months ago while in beta, that worked great at the time, is now no longer behaving the same as it did, and the responses are worse. For example, the team asked for use cases by industry, and copilot would respond with meaningful answers. Now, when they ask the same prompt, it’s o

Does anyone have benchmarks or ranges on recommended community size based on customer size? For example, “with 1000 customers, 100 community members is a good target to aim for”. While the target size depends on the goal of the company for community, and maturity, etc I am curious if there are ranges for different community types in B2B. 

We have an MVP group and want to see the timeline in which certain things were done with a few of them that have a tenure longer than our MVP coordinator. Is there a way for us to pull a report based on roles or badges and see when they were awarded/toggled on by chance? 

I often DM new members with questions, directing them to an article/post, but the link isn't clickable. It would be much more efficient for us to ensure that the user was directed to the right place and even more so for the member if the link was clickable.

Hi everybody,I’m referring to this topic, as I can’t comment there:First of all: Thanks for implementing this tool, Gainsight!I have a few questions about it.Will every author receive the DSA Moderation mail, no matter their personal notification preferences?Will a user be able to opt-out of receiving DSA Moderations mails? Or is this considered a “mandatory” mail that you cannot opt-out of? Gainsight provided the {topic_title} token. Is there also a token to directly link to the post? → Background: When a comment is being edited (instead of the topic post), I want to be able to link to the comment that has been edited.Thanks!

Hey all! Now that we’re back (and hopefully rested) from Pulse, I thought it would be great to share some insights for both those who came, as well as those who couldn’t make it. After all, we couldn’t attend everything. And we likely took away different tid-bits from the things we shared together. I’ll start… 🙂I was especially grateful when Nick Mehta shared that we didn’t come for the content. 🤯 Correct, sir. We came first for each other. I shared more thoughts on this (along with my highlight of who I LOVED seeing) in this LinkedIn Post. Check it out, and let me know your thoughts! What did you take away from Pulse? Let’s share and get the wheels turning, friends! 🙌🏻

We recently released a one-click integration between our Customer Education (CE) product (FKA Northpass) and our Customer Success (CS) product. Release notes can be found here. With this out of the box integration you gain the ability to:Build custom reports on CE data within CS Send CE data to external systems via CS Enroll Learners into Courses as an action within Journey Orchestrator in CSThis allows you to more efficiently:Give your Customer Success team access to their clients’ Customer Education activity Pair your CE data with data from other sources to make it more insightful Take action on your CE dataGetting StartedOnce you have Gainsight Platform SSO enabled, you can turn on the CE Connector on the Connectors page. If you don’t see this option, please open a support ticket. There is no configuration necessary to get the data flowing, and it will sync once a day after it’s enabled.You can see a list of the objects here that will now be available in CS for use in Reports, Data

Am I the only one seeing a bug in the quicklinks?