Discuss Gainsight Products

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?

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?

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! 😊

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!  

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!

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! 

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

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

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

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?

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?

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!

I want to give my support team a single field that simply lists a customer's use cases. Our sales team provides this info by filling in 7 text fields -- one for each use case. If there's text in the field, it means that the customer has that use case. However, I don't want to inundate my support team with all that detail. I only want to tell them which fields have any content. I would really like to avoid adding Salesforce fields for this single purpose. I keep running into roadblocks in Bionic rules, such as: Formula fields don't have an "If/Then" function. When I count or Pivot records, I can't concatenate the results. The Concat function doesn't accept numeric fields. If I try to do a separate task for each field, filtering to see if it's null, and then merge the results back together, I hit the limit of 15 tasks per Bionic rule.Any creative ideas to get a single field that indicates which of several fields are not null??

We are planning a member recognition event and plan to give awards to about 50 community members.  We want to @mention the members being recognized so that they will get a notification about the post. Is there a limit to the number of members that can be @mentioned in a single post? I have run into this on other platforms, so just wanted to check if it applies here.  On platforms with a limit, I usually had to spread out the mentions into separate comments.  Thanks in advance!

Let’s face it, filling out surveys isn’t anyone’s idea of a good time. So why not make it just a little more delightful?We're upgrading the Net Promoter Score (NPS) survey experience by adding a splash of personality, yes, we're talking emojis! 🎉Instead of the usual cold, numeric scale, we’re giving respondents the option to express their feelings with visual cues, like a smiley 😊, a poker face 😐, or a good old grumpy frown 😠. This small tweak makes the survey feel more human, more intuitive, and a lot easier to engage with.Emojis can help: Boost response rates (because hey, it’s more fun!), Make it clearer what each rating really feels like, And give us more emotionally rich feedback (without adding extra questions).  💡 How We're Doing It (Hint: CSS Magic) While PX doesn’t currently offer built-in emoji templates for NPS, we can still work our magic with some custom CSS. By targeting each choice using nth-child selectors, we can add emoji icons in place of plain text numbers.

As a new user, I found this one a bit tricky…My contextI had a guide that I needed to fix and it workshopped the (somewhat “major”) fixes in a clone of the original guide, as I wasn’t quite sure what the fix was going to be and I needed the option to test and iterate without losing the original guide. Once I had the fix identified, I wanted to pause the v1 guide and launch the v2 guide, but exclude those who saw v1 from the audience. The SolutionIt’s neither ideal nor elegant, but the In-App Engagement rules allow you to set rules based on the number of times they {action: completed/viewed} the guide. If you set either or both of those to less than 1, it will exclude those who saw the first one.  

I'm currently trying to do an export of users/user emails of folks in my community who have logged in in Q1 2024 (for an email survey that we’re sending through my org’s marketing/email platform). The "Login" export that I got via the "Export" tab only shows usernames and not emails, even though the "Users" export shows emails.Is there a way to get the emails of the users from the "Login" export?

Does anybody knows how to turn off the automatic reply on private messages? immediate after I receive a PM, There is an automatic response coming from me and I don’t know where or how to disable it. Thank you!

Can someone guide me on where and how to add the px JavaScript to a PX html template so I can launch engagements in education? Thanks in advance.

Hello,I’m trying to access the Phrases subsection of our Gainsight Community backend (https://mercell-en.insided.com/translation/overview), but I’ve been getting an internal server error (500) for the past two-three days now. Is there a solution to this or do I should I just wait for it to resolve itself? 

We got this error in our community, weeks ago, and now it is here as well:  This occurs when you type your post and press Send.

Hello, two questions I’m hoping for help with: I’m trying to set up this integration with Gainsight PX, and it mentions adding these code snippets after navigating to the “Custom CSS tab within Northpass”.  I don’t see a tab like that. I’m the admin for our site, but could this be a permissions issue? https://support.gainsight.com/ce/Integrations_and_Add-ons/Integrations/Gainsight_PX Also in the above link, it says “Please note that you must update the GAINSIGHT-PX-TAG-PRODUCT placeholder with your Gainsight PX product key” . We have multiple product keys within PX, is there a way to add multiple product keys? It’s unclear.  

In Gainsight Customer Communities, is there a way to unsubscribe users from emails in the backend? I know that users can unsubscribe by using a link or in notification settings, but is there a way for admins to do this for them? For context, if a user unsubscribed from our companies email campaigns, we need to unsubscribe them from the community campaigns as well to be legally compliant. They can still receive transactional emails, but are not allowed campaign/reactivation/ or marketing emails.

I’m using the API to delete (remove the contents of) custom fields for users who are banned. So I can use something like this:https://api2-us-west-2.insided.com/user/12345/profile_field/CompanyThat works fine. The problem is that we have a field called “A bit about yourself”, which obviously has spaces in there. How do I encode that in the URL?! I’ve tried:api2-us-west-2.insided.com/user/12345/profile_field/A bit about yourselfapi2-us-west-2.insided.com/user/12345/profile_field/A%20bit%20about%20yourselfapi2-us-west-2.insided.com/user/12345/profile_field/A+bit+about+yourselfapi2-us-west-2.insided.com/user/12345/profile_field/AbitaboutyourselfAnd none of these work. The “Abitaboutyourself” returns a field doesn’t exist message. The others all return “{"message":"no Route matched with those values"}:” (404 error).Does anyone how a clue how these are meant to be formatted? Or am I out of luck and it just won’t work?!

I have a guide engagement (Hero Dialog) to promote our latest release. It has two buttons:Exit Button Labeled as “Learn more” Closes the guide and opens external URL in a new tab Snooze ButtonWhen I look at the engagement analytics, the Learn More / Exit Button clicks are not counting as a CTA click. But I (along with Gemini) can’t understand how I would define the CTA in the engagement editor. And Gemini tells me an Exit Button should be able to be a CTA.