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8642 Topics
K
ktakContributor ⭐️⭐️
asked in Product Experience (PX)
Feature usage drop

Can PX help with identifying accounts/companies that have drops in feature usage and flag them as retention risks? Maybe send emails to us when this is detected

553
rschlette
A
Archana DContributor ⭐️
posted in Customer Communities (CC)
Looking for Tips: How Did You Launch and Execute Your Community Referral Program?

Hi everyone! We’re exploring the idea of launching a referral program to grow our community and would love to learn from your experiences.If you’ve launched a referral program—whether it was for a product, a platform, or your community itself—I'd love to hear:What approach did you take? What worked well (or didn’t)? Any tools or platforms you used? How did you promote it and keep members engaged? Lessons learned you'd be willing to share?Big or small, any tips, templates, or stories would be super helpful! Thanks in advance! 

210
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mbuuck1Helper ⭐️⭐️
posted in Customer Communities (CC)
Fellow community managers using ideation - what percentage of your community's ideas are implemented?

Hello Gainsight Community! Posting in hopes that a fellow community manager might be willing to share the percentage of ideas submitted via their community’s ideation module that are then delivered. That’s of course a number that is influenced by an R&D team’s strategy for using feedback, among a significant number of other factors, but I’d be interested in how this experience is prioritized in other communities. 

100
M
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
What theme color controls the style for hyperlinked text?

I experimented a bit and couldn’t figure it out. 

563
Kenneth R
aluciani
alucianiHelper ⭐️
asked in Customer Communities (CC)
Liking your own posts

Been noticing folks on my community ‘liking’ their own content and getting points. Is there a way to prevent folks from liking their own content? or is the system operating as designed.

1848
Kenneth R
MeghanM
MeghanMHelper ⭐️
asked in Customer Communities (CC)
Have to scroll to see nested menu

We are using the new option to create nested categories in our navigation. However, in order to see the nested menu options after you hover over the parent category, our site is making us scroll in the same container, which is not intuitive. Is there a way to make it so the nested menu is a side-flyout menu like the Knowledge Base section on this Community is? Thanks! 

92
Kenneth R
Britt_Chy
Britt_ChyHelper ⭐️
asked in Customer Success (CS)
Stages for the Customer Journey

How did you configure lifecycle Stages? I am looking to stand Stages up for the CX org I support. We are starting from scratch & I am curious to hear what other stages folks have implemented. Please share your feedback on any or all of the questions below:How did you label each Stage What criteria/datapoints did you apply respectively Do you have different logic for Stages by segment or tier? Thank you !Britt

572
Britt_Chy
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
April 2025 CS (v6.45) Release followup -- Email template editor seem off to anyone else?

Has anyone else creating email templates after the April 2025 CS release (v6.45) noticed weird behaviors from template builder? I’ve got a support ticket submitted re: massive padding/container issues (ticket #369802), containers seem to be added randomly that don’t line up with what I’d expect to see.Examples below: the preview in the email builder, and the result in Gmail. Even looking at the code in Dreamweaver, it showed as I’d expect (minus one random table that shouldn’t have been there, and didn’t show up in the preview or the WYSIWYG builder).Unfortunately, this is not what I’d expect with a WYSIWYG email editor. I thought I was used to template editor quirks, but this is brand new.What I built and expected to see What I got instead

462
dayn.johnson
S
Sowjanya AdirajuContributor ⭐️⭐️
asked in Customer Success (CS)
Publishing options

Hi Team, I have a journey with a CSV as source and configured the program to send 6 emails. Which option should i select out of Run the program 1.One time or 2. Multiple times.Each email had delays about 5-6 days.Please clarify.(The Source is a one time fetched CSV)

161
Jef Vanlaer
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Skilljar Resources for Gainsight CE Customers and AdminsBlog

ICYMI: Gainsight acquired Skilljar!  We know many of you have questions, as you’re already using Gainsight CE as your learning solution, I understand! I wanted to first address that nothing is changing for your current CE experience in the short or mid-term. To ensure you’re well informed of what Skilljar brings to Gainsight, below is a curated list of official Skilljar assets to help you learn more at your own pace. 1. Walkthrough Videos and Academy Courses– Skilljar Interactive Demo Library walks through a few admin workflows like viewing analytics and building courses– Skilljar Academy,  start specifically with their Onboarding  2. Customer Examples & Inspiration– Browse real-world Skilljar academies for ideas on how other go about branding: Customer Academy Examples 3. Help Center & Docs– Skilljar Help Center: step-by-step admin and user guides about how specific parts of their platform function– API Documentation: for more technical workflows and integrations, in case you

670
cdonargo
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Jordan FilipContributor ⭐️⭐️
asked in Customer Success (CS)
Adding Success Snapshots to a Journey Orchestrator

We run quarterly QBR’s for all clients where we have a 3 call 3 email cadence and then send a success snapshot if we don't get a meeting scheduled. I am trying to just add the success snapshot to the last email if it makes it that far but don’t see a way to do that. I know there is an older post where there is a workaround but it seems to be an internal workaround but not for external sharing. Any insight?

43018
kelssoom
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jwrenContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Bulk export of article content

Hi there,Has anyone found a way to export CC article content in bulk? Pdf, word doc, any other file type? Context: We’re looking to feed our content into a newly developed AI tool which requires pdf versions of everything.

311
DannyPancratz
cunninghams
cunninghamsContributor ⭐️
asked in Customer Communities (CC)
Community AI- is there Generative AI within the Community?

We use Co Pilot and Chat GPT to help with our postings but does the Community have AI capabilities within the app? I know there is Staircase for CS/PX. Anything for CC?

212
cunninghams
maxwell.malone
maxwell.maloneHelper ⭐️
asked in Customer Communities (CC)
Are Moderator Tags supposed to work like Public Tags?

I’m wondering how Moderator Tags are supposed to work in the Gainsight CC backend.When I go to enter a new Public Tag on a post, the system brings up a list of all Public Tags and attempts to match what I’m typing in or gives me the option to create a net new tag if the one I’m entering doesn’t exist. I’d imagine that Moderator Tags ought to work similarly, but whenever I click on the field or type something into it, it only ever gives me the option to create a net new tag. Because of this, I have to essentially memorize the Moderator Tags that I frequently use, and I can only see a full list of all Moderator Tags by using the Moderator Tag Filter on the Content > Overview page.Is this working as intended, or are my Moderator Tags broken? If it is intended, can someone explain why Moderator Tags are hidden like this?Thank you in advance for the help!

191
DannyPancratz
JayS
JaySHelper ⭐️
asked in Customer Communities (CC)
Do community badges backfill?

We have rolled out our Community in phases and we’re now ready to start awarding badges. If we enable automated badges, will CC go through all users from the past to award badges to any who qualify, or is it only going to award badges moving forward to users who qualify after the date we enable the badge?

242
JayS
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Applying global search within KB

Am I using this wrong? When using the search while in the KB format, I am only able to search within documents within that category. Is there a way to have all searches work the same across all pages? 

182
Laurenseife
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Can I get a CSV or some kind of export of all my Product Mapper rules?

Use case 1: Double check my work, especially the URL rule within a UI Element rule. I need to ensure I have wildcards in there, as it pre-populates the current URL when adding the URL and I often miss this step. Use case 2: QA and future proofing. Provide a list of defined selectors that are part of our product mapping. Then, when our QA processes are reviewing new versions of the product, they can catch and alert if a selector no longer exists or other changes that could impact things. 

341
rschlette
J
jwrenContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Integrating Ideation with in-house CRM

Hi there 👋I’m curious if anyone has experience integrating the Ideation feature with their in-house CRM. Or if anyone has other ideas/experience in establishing weighted scores for Idea submission. Any ideas are welcome 😃

50
J
S
SougatoroyContributor ⭐️⭐️
asked in Customer Communities (CC)
Sidebar Widget

Hello, It’s me once again! I’ve met another obstacle, but if anyone can offer help, it’d be greatly appreciated! I’ve noticed that there isn’t a sidebar feature available for groups. Essentially, I’m attempting to have an advertisement campaign within the group, similar to how it appears on the front-end page. Is this possible? If so, could you please explain how?For Example: Thanks!Roy

281
Kenneth R
S
SougatoroyContributor ⭐️⭐️
asked in Customer Communities (CC)
User Group

Hi,As the administrator of our Community, I have encountered an intriguing issue that I am unable to resolve, or perhaps I am simply looking in the wrong area. There exists a private group that was established, and I am currently listed as a member. What steps should I take to change my status to an admin role instead of a member within that private group?Thanks!

323
Kenneth R
ryanne.perry
ryanne.perryHelper ⭐️
asked in Customer Communities (CC)
Has anyone built a custom page with mostly custom html?

Hi Community! 👋I’m reaching out to see if anyone here has experience building a custom Community page using mostly (or entirely) HTML.We’re working on a custom landing page to support the launch of our new Customer Mentorship Program and would love to display all the key info—including an embedded Typeform opt-in—on a single page.Since we’re using a third-party platform for the peer connections, we’re hoping to avoid requiring a Community login to sign up (though joining the Community will be a strongly encouraged CTA!).One of my teammates is currently building the page from scratch, but they're running into an HTML error.If you’ve tackled something similar: Any best practices you’d recommend? Would you be open to sharing how you structured your custom HTML or letting us take a quick peek at your setup? Any tips or insights would be super appreciated—thank you so much!

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C
E
erin.powerContributor ⭐️
posted in Customer Success (CS)
Blocked Email List Only Available to Gainsight Support

Wondering how other users are handling the Blocked Emails list from bounces?We have been using the Email Validator to confirm if an email address is valid after an email has bounced. If the email address is not on the Deny List we are assuming that the email is valid and emails are being sent to that address. But customers are reaching out to us to advise they are not receiving our emails. We opened a case with Gainsight Support and they confirmed that:"How can we validate emails are being sent to customers after they have had an email bounce but the Email Validator confirms they are not on the Deny list?"The only option is to build a report on email log v2, check the email and reach out to support to get them removed. There's no other way for this. "Is the only way to confirm a customer is not on the Gainsight Blocked List to open a support case?"Yes. I’m unsure what the purpose of the Email Validator would be if we are not able to confirm if an email appears on the Gainsight blocked

525
romihache
Samuel Brown
Samuel BrownContributor ⭐️⭐️
asked in Customer Communities (CC)
Trigger the Login or Registration pop-up modal from any HTML link

I randomly discovered that you could do this while optimising some of the code for our own community. I thought it was a good enough tip to share with all of you. If you’ve got any HTML element that you can freely control then wrap your link with the following code.Triggering the modal to show at the login page:<a class="loginmodal-link js-open-modal qa-register-have-account-link" data-modal="login" data-mn="ItemView" data-mn-app="frontend">Name of link here</a>Triggering the modal to show at the registration page:<a class="loginmodal-link js-open-modal qa-register-have-account-link" data-modal="register" data-mn="ItemView" data-mn-app="frontend">Name of link here</a>Hope this helps!

1047
jvdc
mefarazath
mefarazathContributor ⭐️⭐️
asked in Customer Communities (CC)
Change the login button link/pop up

My requirement is kind of simple :)I am trying to enable OpenID connect based login for insided forum. The current behaviour is that even if OpenID connect based login is the only option available, clicking on the “Login” button opens up a popup similar to below. Click on Login PopupInstead what I want is to directly take the user to my OpenID Connect identity provider when the user click on the login button.The behaviour I expect is similar to https://community.zapier.com/ where the link on the Login Button directly takes the user to https://community.zapier.com/ssoproxy/login?ssoType=oauth2 which I assume is a similar URL the browser would take me if I select the OpenID connect option from the pop up.I edited the login button in the browser (HTML editing) and it worked as expected. ie, I linked the button to take me to OpenID connect provider. What would be the cleanest approach to do this?Is it possible to modify the login button link directly?TIA 

1748
jvdc
L.L
L.LContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Community Visitors

Does anyone have a solution for identifying who the visitors to the community are?

383
Kenneth R

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