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8636 Topics
K
ktakContributor ⭐️⭐️
asked in Product Experience (PX)
Engagement Flow Breaks When Users Click Outside to Select Fields

Hi Gainsight PX Community,I’m designing an engagement where users must: Select checkboxes (e.g., required shifts) from the list below Return to the engagement to click "Next" and proceed with actions based on their selections. Problem: As soon as users click outside the engagement (to interact with checkboxes), the flow breaks or disappears This forces users to restart, creating a poor experience.  Also making the guide end midway, generating no value Questions: Is this a default limitation of PX engagements, or is there a setting to keep the modal open while users interact externally? Are there workarounds? Has anyone successfully built a flow like this? Example Use Case: Engagement Type: Guide User Goal: Select shifts from a calendar → Click on next → Actions based on selected shifts only

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Justin Bills
Justin BillsHelper ⭐️
asked in Customer Success (CS)
Gainsight/Gong Integration Question- Criteria for merging Gong activity and Manual Activity

Hi everyone - So I’m testing the Gong integration and so far I love it.  One thing I’ve noticed is that it feels very inconsistent to me when a Gong post merges with a manual timeline activity to create (which I’ve been affectionately calling) a super timeline activity. What is the criteria for this to happen?   Is it timing/author?  Like if the timeline activity is within X minutes of the gong call date/time and the author is the same then merge? I want to roll this out to the team but I want to be clear on how to make this happen more consistently.  What I’m seeing is that, when the merge does happen, it posts to the R360 (which is the desired result)

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KbulygoContributor ⭐️
asked in Customer Communities (CC)
How to set up Google Search Console in Gainsight CC

Hello! I’m working on setting up SEO within my companies community forum. I have followed many different directions to set up GSC and have yet to receive verification. I would like to confirm that GSC is possible with Gainsight CC? There is limited information out there on this and would love to hear others experiences when trying to set this up. Thank you!

251
rschlette
mradford
mradfordContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Need Documentation describing how Click Rates are calculated

Hi, Im looking for some documentation on how Click rates are  calculated in Journey Analytics. I did a search in the doc and couldn’t find anything, might have missed it. Specifically trying to remember if one contact clicks on the same link 10x, is that logged as 1 click or 10 clicks. And how forwarded email clicks are tracked. Thanks. 

561
rschlette
sarahmasterton-brown
sarahmasterton-brownHelper ⭐️
asked in Customer Communities (CC)
Permissions to post in specific group

Is there any way I can disable a user group from posting new topics in a specific group?We have our Beta Programs Group and from time to time, a customer will start a new thread about something not entirely relevant and it then notifies all members in the group!  Also, creates a bit of extra admin I’d rather not deal with. :) 

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sarahmasterton-brown
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NadiaNaziriContributor ⭐️⭐️
asked in Product Experience (PX)
Cancel Snooze NPS survey setting

What action does the cross button X does on the NPS survey. Does it cancel it? If it is cancel, with the setting below will it show again in the next quarter? “Show me later” or snooze uses the same settings? If i want to give users option to snooze for 1, 2 or 3 days, is it possible to show these options?

628
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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How can I know when a user has edited a post?

(Seeding this question as an FYI for anyone looking later.)

121
DannyPancratz
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Communities (CC)
Too many categories/groups available when creating new topic

Why can I select categories not available to me and groups I'm not a member of when creating a new topic? 

281
Kenneth R
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Success (CS)
What surveys do you run in your digital programs?

Gathering some best practice guidance on surveys for digital programs. What are the most successful surveys in your digital programs?What is their main objective? What key questions do they contain? What actions do they trigger?Looking forward to your responses…Kind regards,Jef

381
Britt_Chy
michaelrandrup
michaelrandrupContributor ⭐️⭐️
asked in Customer Communities (CC)
Cannot use the API to List events (/events)

We have a working API integration between the community and our other systems.But when we use the API for the events end-point we consistently get this error 401:{    "message": "Unauthorized",    "description": "No API token provided"}We ARE provided the OAuth bearer token, and the bearer token works with everything else except events.Example: https://api2-eu-west-1.insided.com/v2/events/?moderatorId=XYZWe have tried with and without a “moderatorId” but the response remains the same. We also tried with and without the base URL “v2”.Can anybody help us as to how we successfully use the various /events end-points ?

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FMEEvangelist
Kgastaldo
KgastaldoHelper ⭐️⭐️⭐️
asked in Customer Communities (CC)
Can you move an article from published back to draft?

We have the use case where we’ve published an article in our KB that needs some editing. It’d be nice to be able to turn it back to a draft, and then republish again when ready. I don’t see a way to do this currently. Let me know if I’m missing something!

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juan.delrio
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Julia.HaubrichContributor ⭐️
asked in Customer Communities (CC)
Limited frame of the Typeform survey

Dear Gainsight Support Team,we are currently embedding a Typeform survey into an article within the Knowledge Base. The embed is being rendered through the oEmbed/Embedly integration supported by Gainsight. While the survey appears correctly, the height of the embedded frame is too limited, which causes users to scroll within the frame to view the full content.We’ve attempted to manually adjust the height attribute in the HTML code (e.g., height="1000" or height="1200"), but these changes appear to be ignored or overwritten by the system.My question is:Is there a way to manually define or increase the height of the embedded iframe via Embedly so that the entire content is visible without internal scrolling?If this isn’t currently supported, we’d appreciate any technical recommendations or workarounds—such as enabling direct embeds or using another supported widget—to achieve a better user experience.Thank you in advance for your help!Best regards,Julia Haubrich

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Kenneth R
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mike sageContributor ⭐️⭐️
asked in Customer Success (CS)
Documenting Rules

I’m looking for suggestions on how best to document rules. Particularly capturing the data sources with fields/filters/transforms/formula fields has proven tricky to do in any bit of a clean way. I’m currently working in excel, listing each object and their fields, and in a separate column noting a filter. Below each I’m indicating any formula fields. Highlighting fields that are joins. It feels sloppy and there is no quick way to work through the longer sets where you may be pulling 50 fields from an object.

352
heather_hansen
amasica1217
amasica1217Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Create global customer views in Cockpit

I used to be able to create views in Cockpit from the Admin side of things that would appear here for everyone:Transparently, I haven’t used Cockpit admin since the new UI was rolled out, but I can no longer find where to create those views, and we do need to build some specifically for our Pooled CS team. Where would I find that now?

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amasica1217
jay_honeybook
jay_honeybookContributor ⭐️
asked in Customer Communities (CC)
Exempting members from email sends

Hi all!I have a little issue and I may be able to get help here. I currently manage a community of about 100K members and recently sent out a mass email from the platform. Unfortunately we have about 600 members who need to be exempt from our email sends. I’ll keep it short and simple, for business reasons we cannot ask them to unsubscribe to our emails (it’s complicated). My question, is there a quick way to remove them from a send? I’m thinking of creating a custom role in the community that makes them exempt from such sends. They all have the same email domain which makes it easy to search and identify them + bulk assign custom role. I essentially need to create a user segment that exempts these folks. Does that make sense? What solutions have you all found in this situation?

102
DannyPancratz
CristianaF
CristianaFContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
JO Reporting: Sent Emails, Recipients, and Link-Click Events

Hello everyone,I’m working on building a JO report that answers three key questions: Which emails were sent? Who received each email? Which links (including mailto:xxx@xxx.com) were clicked—and when? Here’s what I’ve done so far: I’ve added trackable tokens to every link in my email templates, including mailto: addresses I’m successfully reporting on email sends and recipients  Where I’m currently stuck: I believe Email Raw Events stores some of the click data, but I can only find actual hyperlinks—not mailto: links or token-level identifiers I’d like to build a report that shows: The contact who clicked The specific link/token they clicked The timestamp of the click Has anyone managed to report on this level of detail?If you’ve built something similar—or have any tips, best practices, or object relationships I should be using—I'd really appreciate your input!Thanks so much in advance! 😊

280
CristianaF
Bárbara Terra
Bárbara TerraContributor ⭐️
asked in Customer Communities (CC)
Where is System Emails

Hi team,I'm having trouble finding where to configure the System Emails.In the EMAIL menu, I can only see Email Campaigns.Could you please help me locate the right section?Thank you in advance!  

191
DannyPancratz
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VadymContributor ⭐️⭐️
asked in Customer Communities (CC)
Get user object on site load

Hi everyone, could you please tell me how I can retrieve the user object when the site loads? I'm particularly interested in displaying the user's email in the UI. Is this possible, and how can it be implemented? Thanks in advance!

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user799Contributor ⭐️
asked in CE & Skilljar by Gainsight
Integration Zendesk and Salesforce

Has anyone integrated their Gainsight CE with Salesforce and/or Zendesk? Has it been useful/Valuable? What information is shared between systems?Our B2B SaaS organization would like to give our Implementation Managers and Success Managers visibility to learner information in Salesforce. And our support team uses Zendesk, and similarly would like to provide learner information to them if a learner contacts support with a question or requests for training etc. I am just curious how others use this integration and if it has been valuable? If possible if you could share a view of SF or ZD view that would also help us visualize what it will look like. Thank you! 

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tyler.longContributor ⭐️
posted in Product Experience (PX)
Looking for a Better Way to Implement Persistent Messaging in PX (Without Heavy Manual Setup)

Hi everyone,I’m hoping to get some insight or suggestions from others who may have tackled a similar challenge.BackgroundOur team previously used an in-house tool to display persistent messages via a ribbon at the top of our web app. These messages:Lasted for a set period (typically two weeks) Included buttons, CTAs, or a dismiss option Reappeared on the homepage until dismissed or expired Could be queued and prioritized (e.g., P2 shows after P1 is dismissed)This approach was lightweight, non-intrusive (inline div), and respected user interaction.Transition to PXWe’ve since adopted PX and want to replicate—and ideally enhance—this functionality using PX’s audience targeting and tools. However, we’re running into a few issues:We need to maintain a non-blocking UI (no overlays, modals, or banners) Users should be able to dismiss or revisit messages intentionally Stakeholders dislike how PX guides can be dismissed by pressing Escape or clicking outside the guide (even though we’ve already

261
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Himanshu KarnwalContributor ⭐️⭐️
asked in Customer Success (CS)
Can we customize button on opportunity List View in Customer 360 which navigate to salesforce Flow

Can we customize button on opportunity List View in Customer 360 which navigate to salesforce Flow.Current there is a new button which opens the model/pop-up to select record type later which take us to opportunity Creation screen. Can we change it to launch Flow on click of Add Button. ​@anirbandutta

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Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Wildcards in URL Rule

Am I able to use wildcard as part of a url rule?I want to show a survey when the url end with /summary. For Examplehttps://xxxxx.insided.com/education/*/summary  Thank

412
Alistair FIeld
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Spam prevention - algorithm block more posts than before

I dont have hard data, this is just a hunch, but I think  we have more posts marked as a spam than before.And the problem is because they are ok posts, they should not be marked as a spam.There are no links, or promotion, or suspicious text, images, nothing.No matter are you new member or active member.Have you seen this also?

17128
Suvi Lehtovaara
jvdc
jvdcHelper ⭐️
asked in Customer Communities (CC)
Hide federated search results from non-logged in users

Hey we've made our community hybrid in visibility; most community categories are only available to registered users.We would like to hide federated search results from non-logged in users as it is mostly documentation for staff (who are our registered users). Is there a way to do this?

296
Kenneth R
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Maryia MatskevichContributor ⭐️⭐️
asked in Customer Success (CS)
Success plans mass share

We’d like to share the links to Success plans externally at scale (we’ve created universal templatized SPs that can be applied to the groups of customers), but so far we haven’t come across the way to achieve it. Did anyone have the same need?  Any advice from those who succeeded in setting up  sharing of SPs in bulk?Thank you!

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