Discuss Gainsight Products

Does Gainsight CC have any plans to support llms.txt files to help AI systems understand and process our community site? 

Hi, Way back when, I had a GS Admin tell me that I could only create a Journey Orchestrator program for 1 Relationship Type. And I see that when you create a JO, either Old or Redesigned, I only get the choice of selecting 1 Relationship. But I am noticing some JO program admins creating programs with 1 Relationship selected upon creation, but within the Query Builders, they are selecting more than 1 Relationship. I believe the reasoning for only having 1 Relationship per JO Program was due to Journey Analytics. But I’d like to get some confirmation on this.  Are there any other drawbacks that I should be aware of? Thanks!

We use the Zendesk case creation integration, where you can shoot a case over to Zendesk for an unanswered question in the community. From there, there’s currently a broken process for us. Our support agents see the case, then just respond to it in email to the customer. The original question in the community is left unanswered, then one of us on the community team need to close the loop. We are looking for a way to push the email response back from Zendesk to inSided. Has anyone does this before? I think there are a few categories here - Customer-specific case - in these cases, we wouldn’t want to publish the case response to the community. It could be a specific or exception case to that specific customer and the case should be handled directly. For these, we still need some sort of closure on the question.  Community question and answer - in these cases, we would want to push the case response to the community. It would be a legit question that could benefit others in the community.

Hi Gainsight community! My org is trying to find a way to automatically import ticket (emails) from Zendesk into the Gainsight timeline. Currently, our agents are manually forwarding to the Gainsight timeline via the forwarder email or using the widget in Gmail.  We have contacted Gainsight support as well and no luck there about the integration.  Hoping to see if anyone is in a similar situation or any ideas on how to automatically get Zendesk’s tickets to be logged in Gainsight timeline. Thanks in advance! 

We had one of our more active community members ask if there is a way they can filter search results by date / recency.  (Front end, not moderation).Is it possible for us to configure this or what would you advise?

Apologies if this has already been asked, I’d like to know how to show recently assigned badges on the landing page of the community. As we’re going to start awarding manual monthly ‘spotlight’ (for example) badges.

Is it possible to configure the in-page embeddable widget to display only product updates? My use case: we host release notes in our community using the product updates module, and we’d like to display this content (and only this content) directly in our product. 

I am hosting a community member appreciation week and I would love to be able to feature community member profile photos - I’ve seen this on a few communities (unfortunately I can’t find an example now), but I would like to see if this is a feature of if anyone has done this before. Another manual idea I have is just grabbing several profile photos and adding them into a banner - is there any good way to download profile photos? I haven’t been able to figure it out. 

Hello, I know there are a number of AI improvements coming over the next several quarters, but I’m curious to know if there are other AI tools that folks have implemented in their communities and why you decided to add them. Thanks!~Chloe

We are a Staircase AI Customer and have Call Summary Upload turned on in Staircase AI to get Timeline entries autogenerated in Gainsight. We do not have AI Follow Up in GS CS turned on. Does anyone know whether we should turn both features on to capture the timeline entries within GS, or do the features do the same thing? Is one better than the other? 

Hi everyone!We’re excited to share some great news specifically for our customers in our Scaled Customer Success model (those working with us via customersuccess@skilljar.com): you now have access to Customer Success Office Hours, four times a week!These Office Hours are a fantastic opportunity to:Connect with a Skilljar Customer Success Manager live   Ask questions about best practices, strategy, or specific use cases   Collaborate with other Skilljar users to hear how they're approaching similar challenges   Get quick, actionable guidance without needing to schedule a 1:1  🗓️ Office Hours Details:Frequency: 4 times per week   Schedule: Tuesdays and Thursdays, 11am and 3pm ET   Format: Open Q&A with a Skilljar CSM and other Skilljar customers   Who should attend: Any customer currently working with customersuccess@skilljar.com to make the most of your Skilljar experience  📩 To join Office Hours, REGISTER HERE Have a Skilljar Customer Success Manager? If you’re working directly w

Is there any way to get the crashes report for the IOS sdk?

Can anyone advise on how do I built the query for Accounts that do not fall in the given range of created date?Like I dont want accounts that have been created in last 3month?

Hi Gainsight team,I’m referring to this article here:https://www.cloudflare.com/press-releases/2025/cloudflare-just-changed-how-ai-crawlers-scrape-the-internet-at-large/Cloudflare, Inc. [...] today announced it is now the first Internet infrastructure provider to block AI crawlers accessing content without permission or compensation, by default. Starting today, website owners can choose if they want AI crawlers to access their content, and decide how AI companies can use it. AI companies can also now clearly state their purpose – if their crawlers are used for training, inference, or search – to help website owners decide which crawlers to allow.As Gainsight is using Cloudflare, this is highly relevant to all Gainsight platforms. Can you give us some information about how Gainsight has set up this new configuration? In addition to that, can you give us some insights about how Gainsight will ensure its platforms to support (or even boost) AI crawlers to process the content?See also:Than

All the Gainsight CS NXT API Developer Documents are now restructured.What’s changed?The API Documents now have consistent structure and format. The API Documents are now aligned with industry standard API Documentation.What’s next?We will prioritize and start working on Gainsight CS SFDC API Documents accordingly.Your support/feedback is highly appreciated! Please feel free to reach out to me (@Sania Ahmed) if you have any queries or suggestions!Thank you!FYI @mphan @Neelam  @Shayeri Sen @Divya Nair @Adrian Raposo @Deepika @Sneha Naranje @Uzma Gani @MayurGhiya @mdfahd @Raimy Paulson  @anirbandutta

Hi community,May be a simple question but we’re trying to concatenate a few string/text fields into a Rich text area field that lives in the Company object. This is very easy, however, for the new field to be somewhat readable we would like to have a line break between which field we’re concatenating. Is there a way to add a line break when using the concat formula? If not, any workaround?  Thanks you all

Hi there! I noticed today that there was a sudden spike in users in our customer community who were displaying their full email as their username. This was alarming because I’ve rarely seen this.All of these users had created their profile on or after August 6th. Is anyone else noticing this? Is this a possible bug?We consider our customers’ full emails as sensitive information that we don’t want displayed publicly. Thanks in advance for any help! 

I have several issues that have arisen from trying to add the new Group Send widget.I followed the job aid to add the new Group Send widget to the custom Home page for our team but the People Widget is not showing within the new Portfolio option despite publishing the new version and it showing on the configuration preview screen.  See screenshot where it is missing. I keep getting a message on both my page and the users that the “Admin Portfolio is Not Configured”. I cannot figure out what permissions or edits I need to make to configure the portfolio. In addition, some of the users within the group that it is published to are not even seeing the updated Home page despite being in the User Group I published it to. It also did not show for me at first but I changed mine to the Admin Preview and then went back into the Home configuration and chose “Make My Home Page” there and it finally showed. The end Users don’t have this option.  How can they override their home page to see the new

Hi folks,We’re interested in using the Gainsight Federated Search to extend the search tool to our other websites and resources. As I understand it, you supply information about other links using this JSON structure: { "title": "string", "content": "string", "url": "string", "source": "string" }My question is, how do you retrieve this information automatically to start with? For example, if I want to incorporate our documentation, there are more pages than I want to catalogue manually, plus the content changes on a daily basis.So…  how do I retrieve the information in an automated process? Using a web crawler? If anyone else uses the Federated Search API I’d love to hear how you’re going about this or if you have a recommended crawler/bot.CheersMark

Hi!As we’re preparing to launch our community we were wondering if the topic helpfulness feature is necessary to have. I’ve found this topic related to this feature: Topic helpfulness: now previewing on inSpired | Gainsight Community but I was wondering if it has any other impact than in GA? . Our community is a private one, so no need to boost our SEO. Happy to hear your thoughts on this :)   

I am looking for some definitions for a few of the insights. Some of them are defined in the help file, however, I can’t find definitions for the following: No Reach-out to Stakeholder Stakeholder not engagedAlso, for the “Account responds slower than usual” insight. How is “slower than normal” defined? Is it based on a global response SLA? Or is it based on the normal response time for each stakeholder? Lastly, are we able to clone and modify an Insight or rename them? We have EBRs not QBRs and our org would like the insight to be called EBR. 

See what we discussed on August 6th’s 3pm EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ 🤔 1. How are teams using drop-off rate and analytics to improve course content?The customer shared that her team launched their Academy in February. She’s been tracking unit and quiz completions to monitor engagement, but stakeholders are starting to ask deeper questions about drop-off points and content resonance.We discussed: Using Single Course Analysis to identify where learners disengage If data is unclear due to long course structure, consider splitting long courses into smaller, stand-alone courses and grouping them in a Learning Path for improved visibility and cleaner analytics Smaller course units are often more approachable for l

Hey,in our community we offer 2 login methods: local login SSO for staff who have registered their account with professional emailsince SSO login is only for a small portion of our members, I was wondering if there was any easy way to switch the order in which these 2 options show up. Right now it’s SSO first then local login.I would like local login first and then SSO.any idea? 

I'm new to the Gainsight tool/application and would appreciate any guidance or coaching. Could someone please help me understand how to achieve GREEN status for my Task #6 from NA? What steps should I follow to update this card with my results? (Please refer to the attached screenshot, especially highlighted box and its entrees.) 

HI We are experience a problem with the knowledge base showing a 500 error message.  I can’t see how to raise a support ticket and Gainsight known issues is not showing it. What can we do in these situations?  Is it known and being addressed?