Discuss Gainsight Products

Anyone know how to copy or duplicate a CTA view so that you can easily create slightly different views quickly?  Right now I have to start completely over even though the views are very similar.

Hi everyone, We have created a custom object to list the customers who are under a specific type of contract. In the company 360, I would like to indicate with a boolean, whether or not this customer is under that specific type of contract. How can I modify the boolean based on the data imported in the custom object? In that custom object, I only have the start and end date. I’m looking at using something like “X is not empty then boolean ticked” Thank you!

We are trying to integrate Custom HTML widget into the staging environment where we are calling an API that gives us the response based upon that we will dynamically load the HTML content. Where the API we are calling is integrated using OAuth Token based authentication which requires fire login API with credentials we get JWT bearer token and expiry as response. Using that token we used to call another API that gives the response to load into the HTML widget. Here we found that the AUTH credentials are kept open in the client side JavaScript content which is a problem for us. Is there a way to protect/secure the credentials that is kept in client side in JavaScript code? Is there a way which we have for communicating with OAuth with External applications to load HTML widgets / embeddable widgets in secure manner ? Is there any short codes available in inSided community. Like in HTML widgets if we use “<% inSidedData.user.name %>” which is replaced by the user name.

Happy 4th July for all US community members! 🇺🇸🎊 Our US support team will be taking a deserved break during this day due to the public holiday, this means there may be a delay on any non-urgent support queries from customers submitting tickets in a US timezone. We will be operating as normal again from the 5th July. You can still submit tickets to support@insided.com and we will endeavour to answer these as quickly as possible upon our return. We will of course continue to monitor the support desk for any urgent issues. Otherwise, please continue to submit your questions, ideas and conversations to inSpired.

You can add smiley's to your NPS scale on the survey but you can't add them to the inline nps question on the email template. We should have this capability. The smiley faces really help a user understand what their score will represent, especially with such a unqie methodology that NPS has. ​ Possibly in the product roadmap?

We are looking to use Gainsight to track all activities, meetings, notes, accounts and account contacts (multiple accounts and contacts) for our CAB and Focus Groups all in 1 place. Has anyone used Gainsight for this and if so please share how you did it!     

Hi all -It appears some of our users accounts are not syncing with Salesforce. I am thinking it is because of one of the following reasons - They aren’t using the email associated with SF They aren’t a contact in Salesforce They have an updated email address and we should update in SalesforceFor whatever the reason we’d like to be able to run a report that captures who is not syncing to Salesforce so we can use that data to update records, etc.Is this possible?

Is there a guide on how to set up quick links similar to the Insided integrations icons on the homepage (shown below)?  

Hi Team,1.Is there any way we can export text analytics from NPS survey?2.Any recommendations of how text analytics data is build which is showing aspect group?I see there is a data space called NPs text analytics (previous community post) Looking forward to hear. 

Hey Folks, Similar to the use case set out in the support docs here PX is collecting data on which project a user is working on at any time. I’m looking to use query builder to show # projects viewed/used by unique User Account  The output i’m looking for is a number per user/account; for example User X has viewed/used Y number of Projects in Z timeframe The Users in Account A have collectively viewed/used B number of Projects in C timeframe. I’m unable to get query builder to group the results in the desired way.  Any thoughts on if this is possible, and if so, how I’d need to configure QB? Thanks! 🙌🏻 

We would like to know if it’s technically possible to build an integration to push data from Gainsight into zendesk. We are trying to keep our team in Gainsight as much as possible and recently rolled out zendesk for some of our internal teams, and would like for our CSM’s to enter data into Gainsight that then creates the tickets in zendesk.  Not Sure if anyone has done this or if it’s possible but curious for thoughts! 

I have just taken over admin for our companies Gainsight instance and some of our email chain programs stopped working. I noticed in the Participant Sources area we are filtering to make sure contacts have an “Advancedoutreach Id”. When I do some reading in the documentation, I see it is a unique program id. I guess my question would be how does that get set prior to a contact qualifying for a program?

InSided aims to help its customers find reliable data. We are currently working on improving some of the dashboards, and want to ensure that the data we display in all the dashboards is relevant to you. We would like to share some of our ideas and hear your feedback.If you are interested in having a call where you can test some of our prototypes please don’t hesitate to email me directly at spop@gainsight.com 🎯 GoalWhat we want to achieve: New data aggregation levels: weekly, monthly to give more insightful data views Chart data aggregation levels adjusted to the chosen date range  Customisable chart aggregation levels per dashboard  💡 ConceptsWhat we created so far: 🤔 QuestionsWhat we need clarification on:  When it comes to the data aggregation on the charts, would you prefer to have it changed globally from the date range picker, or locally per chart?

InSided aims to help its customers find reliable data. We are currently working on improving some of the dashboards, and want to ensure that the data we display in all the dashboards is relevant to you. We would like to share some of our ideas and hear your feedback.If you are interested in having a call where you can test some of our prototypes please don’t hesitate to email me directly at spop@gainsight.com 🎯 GoalWhat we want to achieve: New filter on authors of the answers More detailed metrics about the authors of the best answers allowing to track better peer to peer support New metrics for answers given by different user roles  💡 ConceptsWhat we created so far:Success dashboard metrics descriptions and extra details: Metric Description Extra Details # All Questions Asked The number of questions asked in the selected time period Excludes spam/trashed/deleted questions. # All Questions answered The number of questions as

InSided aims to help its customers find reliable data. We are currently working on improving some of the dashboards, and want to ensure that the data we display in all the dashboards is relevant to you. We would like to share some of our ideas and hear your feedback.If you are interested in having a call where you can test some of our prototypes please don’t hesitate to email me directly at spop@gainsight.com 🎯 GoalWhat we want to achieve: Clear predefined date ranges New display of two calendar months to showcase start date and end date Custom range removed from predefined date ranges as users can edit the dates in the preview  💡 ConceptsWhat we created so far: 🤔 QuestionsWhat we need clarification on: Can you please tell us the difference between the last 7 days and last week, and the last 30 days and last month? Is there any predefined date range that is missing or any you will not use and could be removed? Do you use the custom range?

As you're well aware, anytime a user becomes inactive, it can make you question why. Why did this happen? Did I do enough? Is the issue my product? Whatever questions might pop into your head, it's vital to remember even if all seems lost. There's still a chance you can still revive this dead-end relationship. And don't worry; you're in luck. You don't have to do it alone!Gainsight PX is your secret weapon for increasing customer retention. Our platform is packed with tools such as our Retention Analysis and Feature Adoption reports to help you build a strategy to re-engage with inactive customers. RETENTION ANALYSIS   Our Retention Analysis report lets you analyze your best and worst cohort groups. In addition, it allows you to measure the stickiness of your product over a given period. For example, your ideal user retention graph should look like a smile (curves back up) as customers increase their usage over time.  Pro Tip: The SaaS benchmark for retention is 30%. You should aim for

Hi, Are there any plans to have the CSAT % and actual 5-point score for an account in the C360? The percentage is valuable, but we find the 5-point scale more meaningful in our organization. It’ll also eliminate manual calculations when we summarize the results. Thanks! 

As a way to assist the CSM team with some heavy lifting, I am trying to create a JO program that will send a check in messages to customers without any timeline activity in greater than 120 days.    Criteria: customer must not have a timeline entry within the last 120 days, or, have never had an entry. At day 121, the system should check and pull primary contacts into a program to get the CSM outreach.   I’ve been list building for some time, but can not get it exactly right. It is mostly there, but a few customers that do have timeline entries within 120 are still appearing in the participant list.   Any ideas would be helpful!! 

I am trying to use the logic below but every time I save the view the software removes the parenthesis around G and H which changes the outcome of the logic.  See below.  Anyone know how to get around this?  Example: A AND B AND (C OR D) AND (E OR F) AND (G AND H) AND IG = Status of ClosedH = Close Date of this QuarterI want to see either open records or closed records that closed this quarter which is the logic above. 

We create CTAs based on risk alerts and then the CTAs may be assigned to either CSM or Acct Owners. If they are assigned to CSM, everything works fine as they have Gainsight access. However, the issue is when CTAs are assigned to Acct Owners, we have problem with CTA notifications because Acct Owners do not use Gainsight and only work on Salesforce and they work on their associated tasks from Salesforce and not Gainsight. The problem is automated CTA notifications have links to Gainsight CTAs/tasks and those users who do not use Gainsight find it difficult to deal with such notifications.How can we customize the notifications to send only to certain users (CSMs) and exclude others (Acct Owners)? Is there a way to customize these notifications?Thanks, 

Hi All - We’d like to link cases or bugs to topics or KBAs in the community. We don’t want them as public tags. Because they’re all different, I don’t think labels make sense. Is there any option I’m not thinking of? We’d need to see/search them on the backend only.

Hi, Is it possible to move a Subforum from one category to another one? It may be useful in case we decide to modify a community structure. I'm trying to do this within the control Panel but I can't. Also there is not an ability to specify parent category in Subforum settings.

I have created one Success Plan type and when I assigned the type “implementation” while creating SuccessPlan. It didn’t work rather give blank screen.When I created new SuccessPlan Type with same fields,it worked .Can you please advise, what it could be the reason that my first Type” Implementation” is not working rather it was working before?

Hi All 🖐🏻 I am trying to find more information on replying directly to comments, specifically asked this question by one of my colleagues “Is there any way to reply to someones comment directly as opposed to inline with the entire thread?  ie: i dont want to add a reply in the thread (increasing number of thread messages) but rather reply to someones comment in a thread under their comment.”Am I missing something? is this information somewhere else?Please help!

I used Mass Edit to mass delete  records and/or Mass Reassign ownership for CTA or SP records, but I would like if the mass edit 'Action'  has more options like  'Mass Status Change'.  I was tasked to change all SPs created in years 21/22 to be closed, but Mass Edit couldn't help. Any idea?