Discuss Gainsight Products

Hi there! Question about audience targeting for engagements: What user attribute is targeted when we select “All Users,” and does this apply across system environments?We have a situation where an internal user who was helping me test an engagement on Friday was able to see the engagement in our QA environment, but she’s not able to see it in PROD after it was launched this morning (Monday). The only thing I can think is that the same email address is associated with her accounts in both QA and PROD, and since I failed to clear the viewing data after the testing in QA, Gainsight is probably detecting that her email address is associated with an earlier view, and therefore won’t display the engagement to her again, even though it’s in a different environment now and was removed from the QA environment. I did not have this problem, and I think it’s because I use a different email address for my PROD account that is not used for any of my QA accounts.In the future, I can probably avoid th

Hello,  When completing UAT testing for Gainsight NXT we had our users raise inconsistencies in what was clickable in the dashboards. A bug has been opened but would love extra comments of workarounds or solutions until this is fixed.  https://www.loom.com/share/6296dd5a5adb4c9ca9ce7a0eab185b57

Do lots of members click on a topic creation CTA but never go on to register? What about that huge drop off from registrations to members making their first post? Analytics tools like FullStory, GA and Mixpanel give great insight into some things, but I’m missing a big chunk of the sign up journey without creating a script (so I’m told) to track things like clicks to parts of the registration box. Is this kind of visibility unnecessary? Is it OK just to look at traffic vs sign ups vs active members and go from there? 

Hi all, Using maskUrlFunction: function (urlPayload) … we can mask the url with some specific logic and it is well documented here https://support.gainsight.com/PX/Security/Enablement/Exclude_and_Mask_Tracked_Data In a similar fashion, is it possible to mask an attribute element that is passed to Gainsight? ex: When a user presses a link, gainsight receieves this in the element tree{“elementTree” : [     ...    {      "tagName": "A",      "attributes": {        "class": "someClass”        "href": "/user/somePrivateIdThatShouldBeMasked”        "data-gainsight": "someUniqueGainsightId"      },...} In this case somePrivateIdThatShouldBeMasked” is exposed which is something we don’t want. In this case is it posisble to mask “somePrivateIdThatShouldBeMasked”? Or don’t pass the “href” attribute at all? Is there any good exmaple or documentation? Thanks!

My CSM team would like to have a playbook task be added conditionally (triggered) if a specific action does not happen within x number of days.The specific use case is: if a call is not scheduled within a week (task not closed), then add another task to that same playbook (w/ email assist) to reach out to the customer for a follow up.Thank you for your consideration.

I have created two new fields in MDA on the User Object. They are "Last Survey Date" and "Next Survey Date". The intent was to pull from the Survey Participant table to snag the most recent date the customer was sent a survey from us. I was then going to load that date to the "Last Survey Date" field. Finally, I would add X days to that date and post the new date to "Next Survey Date". The end result is knowing that a customer is not receiving a survey from us more frequently than X days apart. However, I am not seeing the option for the Users object when attempting to Load to MDA via a Bionic Rule. That object is just not listed when I attempt to add it and select the necessary fields. I read through https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Gainsight_Standard_Objects/Gainsight_User_Object, but that didn't clear up my question (or I missed something). Anyone have an answer here? Or even better, a more recommended workflow to accompli

Hello friends and greetings from Tel-Aviv.I launched our community almost a year ago (a product community for a cybersecurity SaaS company). I am opening this thread to get your input on what works for you in terms of integrations?How did you leverage your (or your team) usage of Insided through an integration?How do you make magic with Insided and different integrations? 🪄Thank you friends - Looking forward to hearing all yours tips and tricks!   

The mega menu widget meets 95% of our requirements, but I’d like to add a graphic link that points back to our app. Is it possible to add or overlay a graphic on the mega menu with CSS? I’d rather not rebuild a custom header for this one addition. Thanks! Dave  

I’m embedding some tables in an Article and hoping to specify the header row or cell color to a certain hex value.  Is that something we can do either in the WYSIWIG editor or the HTML?(Not the text / font color, that one I’ve got and not the background color of the text but the whole row or cell.)I would like to change the “flood” color of this to a hex value And leave this one as is  

Hello, We are unable to play on the Scorecard when we are routing from a timeline activity. Instead it is just displaying the image of scorecard where we are unable to update the manual scores. Sometimes CSMs check their previous activities and from there they will click on the scorecard name which is at the top of that activity to perform some updates.    RegardsRaju

Is it common to enable users to search for companies by a contact (company person)? How would you go about setting this up?

We’ve just implemented SSO in our community and we want to customize the button that came with it, but we can’t seem to find it in Phrases—any suggestions? 

I am modifying our Product Updates module for a different purpose. I used the Phrases tool to modify some of the items on the homepage, but the tool has no option to edit the title of the page, or the name in the global search.   I’d really appreciate a full list of phrases for this module. At the very least, can someone tell me the phrases I need for the title or the search name? For the Knowledgebase, the phrases are: nav.title.knowledgebaseadvanced.search.filter.knowledgebase.category I’ve tried something like this by replacing “knowledgebase” with “productupdates” but that didn’t work. 

Hi @inSided CSM and @Gainsight CC Team Can you point me to any product updates regarding the ability to embed a Table of Contents? or Polls? My advocates are asking about the new features and I wish I’d know about them before they discovered them. I try to inform them of new features to leverage. Did I miss it? 

We would like to embed social media postings (e.g. tweets, facebook statuses) into the body / text editor. The platforms usually offer an embedding code (HTML, iframes) that is supposed to be pasted into the editor field. With the current editor this seems not to be possible. Do you know a way to make it possible for us? Using screenshots isn’t really a valid option for us, as it would be a bad UX to not be able to interact with the social media posting (like, see original, and so on).  

Is there no way I can Delete my post if I want to as an everyday user?  Topics or even the following comments I submit?Can’t spot the delete option anywhere??Btw, the above screenshot is just an illustration, and I don't intend to delete   

Hello Community,                                                                                        We are planning on a new Template Home and are looking forward to get an understanding of the important requirements in the process of overall Template Management. Please note the below is not an exhaustive list, feel free to provide as much inputs as possible which will help us solve Template Home better.Template Creation Is the overall process of Template Creation easy? Do you feel Template Creation and Engagement Creation should be independent process? Are Template Creators and Engagement Creators different personas in your organisation? Do the Template Creators need access to your application to visualise the type of templates they are creating? Are your templates based on use-cases or the templates are On-demand?Eg: Templates for Feature Announcement, Walkthroughs, Quick Surveys. Template Editing Do templates get edited often? If yes, please explain a scenario when would Temp

Hi team,  Currently we have a limitaion of not displaying Email templates which has Survey/Report token in the search.  https://support.gainsight.com/Gainsight_NXT/Email_Assist/Chrome_Plug-in/Gainsight_Assist_Chrome_Plug-in_User_Guide   I received an ask from cusomer that, if there is any plan of including templates which are having these token in the near future, If yes, Any ETA?

We have several hundred individuals who are certified in our product, and we would like to award them a badge in the community. If I have an Excel sheet with all of their email addresses, is it possible to import them into the community and provision the badge?Note that some of these people are in the community, others are not. But ideally, we’d love the ability to have it set in a way that once they do log into the community through SSO, the badge is automatically added to their profile. 

Hi All,We have a use case  - Our CSMs use Gainsight ,and our Sales team use our CRM - Hubspot.As there is no direct way of syncing Timeline Notes from Gainsight to Hubspot ,we use External APIs to do this, based on the below Hubspot API documentation:https://legacydocs.hubspot.com/docs/methods/engagements/get_engagementTo give our Sales Team visibility to the Notes added by the CSM ,especially in case of a Back to Sales(If the customer is not a fit)Based the this doc - to create a new note in Hubspot ,i should use POST - using which I am able to send newly created notes from GS to HS.However to update a note ,I should use PATCH - However i do not see this option in the External Actions .How would you recommend updating edited Notes from Gainsight to Hubspot via APIs(or any other option)?

We have just implemented an embedded PX Knowledge Center Bot in our upcoming TrendMiner release. While developing and testing the engagements that go with it, I was wondering the following: is it possible to automatically re-open the bot when a user has finished watching / closes a guide from the bot? Now, they have to go into the help menu every time to open the bot again in order to watch the next guide in the Onboarding section for example.

Hi, Looks like in Horizon Reports, when row grouped reports are downloaded as excel, the grouping is lost and it exports in plain tabular format. It would be great to have to ability to retain the row grouping while exporting as well.

Hey! I’m facing issues trying to post in the community. Thoughts about it?  

I would like to be able to export a list of engagements that I have filtered down. For example, if I’ve filtered to “Active” surveys. My use case is tracking the schedule of engagements so we know how many active things could be presented to users during a timeframe.