Discuss Gainsight Products

I would like the ability to use Gainsight notifications for our own alerts, things that don’t need to be a full CTA but more of an FYI. This would held keep cockpit clear for things that require action/tracking but ensure we keep our CSMs up to date with key things happening on their accounts.  

Hello -  We have some CSMs that don’t call their QBRs, QBRs and instead just call them “Quarterly Syncs” or something like that. Because of this the “Missing QBR” insight is flagged for them. They obviously cannot edit a meeting from the past, so we’ve tried the following to get it to go away, and it remains. How can we resolve this? 1. Manually added a meeting and put QBR in the title and description. 2. We’ve created a Lifecycle Event and marked it as QBR.  

 📊 Unlocking Customer Success with Gainsight’s Success Plan feature: In the recent webinar Optimize ROI with Gainsight: Success Plans we focused on how Success Plans help Customer Success teams capture customer goals, track progress, and demonstrate value.We deep dive into addressing common challenges—such as inconsistent tracking of customer objectives and the difficulty of proving ROI—and showed how a structured, programmatic approach can turn these challenges into opportunities for stronger customer relationships and improved retention. We highlighted different plan types—such as onboarding, account, and ROI success plans—and demonstrated how these can be customized to meet specific business needs. Sharing capabilities were also covered, showing how Success Plans can be aligned internally and externally for greater transparency and collaboration.🚀 Driving ROI Using Success Plans:Succes

Is there a way others have improved their search in CC? I am running into an issue where I have 15k+ topics and there is no advanced search filters for users. There isnt a way to sort (to my knowledge) by post date, last activity or author. ect. Has anyone else tackled something like this?

Hi - I’m looking to feature webinars that happen every 2nd Tuesday, Wednesday, and Thursday of the month. I don’t want to have to manually create those events every time. Is there a way for us to create the event once then list the cadence in which it happens? Also, is there a way to copy an event? It would make it easier to adjust the necessary options without having to rebuild it from scratch.

We are hoping to allow our Community users to share a little bit more about themselves through via their social media platforms. I have not been able to find a way to effectively do this yet. We ideally would like it to be Profile Field on the user’s profile. The issue we are experiencing is that if we use the text field, they do not hyperlink out, which feels like a strange end user experience. Has anyone found a way to use a text field or a different type of field that allows for a website or social media link to be shared on the profile level? Thanks! :)

When you connect your academy to Single Sign-On (SSO), you can add a layer in that workflow to automatically enrolling learners into groups. This means learners will see the right content as soon as they log in, without an admin having to manage group enrollment manually. What are the benefits?! 📈 Save admin time: No more manual group assignments each time a new learner joins. Personalized experience: Learners land directly in the content that’s relevant to them. Scalable growth: As your audience expands, automation ensures consistency and accuracy. How does this work? 🤔SSO tokens can carry information (attributes/claims) about each learner, such as department, role, or region. When those attributes are mapped to groups in your academy → The system reads the g

What might I be doing wrong? First I thought it might be related to using wild cards in the URL or the px-auto-resolve token. But I’ve been testing going to the exact URL, no wild cards, no tokens. My engagement isn’t triggering (even with throttling turned off and the qualification rule to be once per session) My page views are not matching segments that use those rules Audience Explorer filters by that URL and/or the query parameter don’t return any usersI’ve tried the query parameter rules (Audience criteria for Engagement, Segment rules) using IS, CONTAINS, and STARTS WITH. Nothing works. What’s the trick to this? 

The star of the Community Unplugged, DJ Skemaddox heheIf you are like me and need to get your dj fix on.  May I suggest, A State of Trance on youtube? I need it when I am updating customer records for misspellings.

Is it possible to have a survey link that is tied to the company record but be a link/survey they can share to an unknown extended audience so the results come back as anonymous, but we still know what company it relates to. Our use case: We have partners that deliver projects to end customers and we would like to have a CSAT survey link we can share with the partner that they could then send to the end customer as part of our Partner Certification Program. 

Hi - I was wondering if its possible to enable conversations and discussions for events? I am hoping to have the comments section for all our events - so that people can begin discussing the event, share questions and engage before. Is this possible?

Use Case: Prompt to join the communityEngagement: Multi-question survey (you’ll see why below, perhaps there’s a better approach?)Step 1 is a single question with two options: Take me to the community I already have a community accountConditional Logic desired based on response: Take me to the community -- end survey (and will set logic to open community in new tab) I already have a community account -- proceed to step 2 (with open text question to collect their email address) Objectives: Drive community sign ups and adoption for new users Collect associated email addresses for existing users who already have accounts We have some users (ex. our partners) who user our product via multiple emails and logins When identified, we will update our records so that their user attributes reflect that

Hey fellow Community Managers,I’m working on revamping our virtual event experience to make it more community-led and impactful for our customers in terms of the content that gets delivered. I’d love to learn from you — what types of virtual events formats/content have delivered the most value in your communities? Any key takeaways, formats, or recommendations you’d suggest?Thanks in advance for sharing your insights!

 Hello,can we use the default footer options With a custom code we would write for the footer?  We would like to include a few more things with terms & conditions and cookie settings on our custom footer with branding etc. Can we use the OOB phrases and settings in that case?If yes, how do we reference them? Also do you  have examples to share?

what is the best way to change a type on a CTA after it is created?  We have some CSMs who created some with the wrong type and do  not want to lose their work but need it to reflect the right type for reporting purposes?

I have an automation set up so that users who complete a training course on our learning platform are awarded a badge on the community.But something odd is happening, and I need to know when and how a badge was awarded. So my question is, is there a system log somewhere that I can access to find out when a user was awarded a badge?  Here’s the oddity, just in case anyone can shed light on this puzzle…20250918 095900 (UTC)My automation runs. It uses the API to search for the user’s email. No matching account is found. No badge is awarded.20250918 095935 (UTC)System logs show that the user created an account.20250918 095936 (UTC)A different automation runs, confirming the user has signed up for an account.20250918 095937 (UTC)System logs show that the user logged in to the community. Basically, the user didn’t create an account until 30 seconds after

Hi all!Does anyone know if it’s possible to block users from certain email domains from registering in our community (outside of enabling registration approvals)? Could the Moderation AI Agent help with this? Or has anyone found another effective way to handle it?Thanks in advance for your insights!

Hi! I manage a community for a healthcare company and one of the things we are concerned about is any post that could contain PHI (personal health information). We have definitely included that warning multiple times in guidelines and on the community, but I was thinking that it might be good if we could create a Zap if any PHI is shared. I’m not sure how this would work or if Gainsight has any triggers on this, but I’d love to hear ideas from folks here.

I am working on putting together a Gainsight program to send messages to a large group of customers. At my organization, a group of a few hundred of customers are assigned a dedicated CSM. I am hoping to find a way to pull in the email address of the named account rep when applicable and cc them in the email program. Is this possible in GS and if so how would I go about doing this?

Hello!!I have recently moved into a lead role for our Pooled Customer Success Management team and hoping there may be some seasoned pros here who would be open to chatting. I want to better understand how pooled/digital success teams are operating and what tools/softwares they use alongside gainsight to be successful. Have people had success with specialized roles within the team or has this been tougher to scale. Any advice you can offer is welcomed and any cautionary tales to help avoid wasting time if it will not work. Looking forward to connecting with people :)  Thank you!

Yesterday, August 28th, we hosted an insightful webinar, Day In the Life of a Gainsight CSM: Workflows, Insights & AI That Help CSMs Scale Smarter.The goal was to showcase how Gainsight helps CSMs:Start the day strong with a personalized Gainsight Home dashboard and actionable cockpit views Prioritize accounts with AI-powered health score signals and Staircase AI relationship insights Get up to speed quickly with contextual customer data using Cheat Sheets and Timeline summaries Drive proactive engagement with AI-generated follow-up suggestions and Success Plan tracking Streamline task execution with custom Cockpit views and CoPilot-powered touch pointsFeatures We Reviewed:Starting My Day GS Home Write with AI Group Send CoPilot Prioritization & Preparation

I am seeing it here as well on this Community post, see screenshot. Is anyone else having this issue?  

 Hi everyone! I am trying to change the SEO homepage description for our community.The current instructions may be outdated, I don’t have “Site identity”Customization → Site Identity  

Hello, we’re embedding 720p videos from Wistia. It keeps adding black bars to the top and bottom of the videos. What’s the cause? Should we be creating videos in a different aspect ratio, or can we make some sort of adjustment in the embed html?When I view the videos in Wistia there are no black bars. They only appear in the embedded version on our community.Example screenshots below. Thank you!