Discuss Gainsight Products

We want to see how many times a CSM had a On Track status for a specific type of CTA and we want to see this YTD, is it possible to see this now? This is to help determine KPIs for our CSMs.

We have recently activated the Renewal Center and are bringing in data from Salesforce Opps - I am curious how the “Days Recently Late” datapoint is calculated as it seems inaccurate - see screenshot from today 1/9/25  

Is there currently a way to A/B test emails for surveys? It would be great to be able to send out 2 email options to then track which had a better open rate.

The support article cites that enabling link tracking in emails sent via JO that the LENGTH of the URL will increase and as a result, deliverability could be impacted negatively.Can we get more detail around why that would be?  Is the URL length something that is governed by an email recipient’s network settings, and therefore out of our control entirely?  Or is there a means of updating our settings as the sender to alleviate this?  Separately, how frequently is this actually an issue?  How can we measure whether or not the length of a URL was the root cause of a deliver failure?We’ve been discussing using UTMs as a workaround to this potential deliverability issue, however if the reason for the issue is due to the URL length, then presumably using a UTM will result in the exact same issue, since those URLs are necessarily longer also.Thanks.JJCreate Journey Orchestrator Email Templates - Gainsight Inc.

In our Community, we’ve been trying to solve the problem of how best to repost/share articles from other company outlets within the Community. We have a Blog hosted on our marketing website that we would love to pull relevant articles from. We’ve used custom HTML to create widgets to link out to these articles but the ability to interact with a piece of content by commenting/liking it is so important and we haven’t figured out how to do that with custom HTML. Embedding functionality on things like product updates seems to be limited. Does anyone have a good way of doing this that they can share? 🙏🔮💡

The ‘show more’ button to view attendees of an event is a standard button. Why is this not following the defined theme from settings? Is it a bug, oversight? FYI ​@Bobby Loftus ​@Julian   

Hi there, We want to make an analysis of Email Campaign Success (Open Rate, Click Rate, etc.) and also analyze if there is a correlation or even causation between a specific user receiving an email campaign and becoming more active in the community over time.In general, would also be good to be able to see which user received which email and when. I looked at the Data Catalog Article below. While I do get some basic info about campaigns, it doesn’t seem to contain anything about the success or statistics about the single email campaigns. Am I wrong to assume this?Does anybody know if I can answer my above questions with the Data referenced here? Thank you!

Hi Community,I could use a bit of help. I’m not sure how to make some edits to our registration page. I assume the colors are from choices on the homepage?Here’s what I’d like to change:Error Messages are appearing in orange. It’s one of our colors, but we can’t use orange on white. Does anyone know what field that is?And the check box for terms and conditions is tiny. Can we make it larger and maybe bold?And just feedback - if you try to join and have missed that terms and conditions box, it clears the whole page, which is annoying. Any way to fix it? Thank you! 

Is there an automated way to refresh my Community sandbox environment so that it is configured exactly like my production environment? 

Hi! I just want to check something. We have a big event coming up and have created a segment for people in our community who have not registered. Our plan is to send messaging to those folks pushing them to sign up.  If we schedule the email campaign to go out in 2 weeks from now, will the message be sent to everyone in the segment when we scheduled it, or everyone in the segment for when it sends (in 2 weeks)?

When a user registers for an event, they see a screen title You’re Attending.I have found the phrase to adjust the title, but I would really like to add more info to the screen. Is that possible? 

This occurs here and in our community as well. I have tested with iPhone 16 iOS18.3.2, Safari and Chrome.This occurs when starting new topic, or when replying to the existing one. I have took screenshots to show this behaviour.Lets start with the situation when starting new topic. If you havent done anything, view is ok: But when you tap Title field, look what happens. Right side of the view is hidden. And when you tap the text editor, look what happens. Left side of the view is hidden. Here are the screenshots when replying to the existing topic. If you havent done anything, view is ok: But when you tap Title field, look what happens. Left side of the view is hidden. -- Mostly this is cosmetic issue, it feels and looks weird.I am not sure are these related together or not, but another observation:It seems that, depending the device you use, it is possible that Category drop down menu cant be fully seen (right side is hidden) and it confuses users. This is screenshot from Honor 200 Lit

Hi Team, How should I update the name of CTAs that are Active to a different chosen name?Thanks.

We use SSO so that our users have the same login credentials for our product and our community ✅ Does anyone know if there’s a way to make a user who is logged in to our product be automatically logged into Community? Context:We’d like to add more links to our community within product. And we’d love if it our users wouldn’t have to log in again to our community. Any ideas?

I am adjusting the private messages for my Ranks and it is asking for me to rebuild. If I rebuild is it going to retroactively message all who have already received the rank or will it only send going forward?  I am adding a swag give away link and many of those already in the rank have that swag from manual versus adding in the automated link. 

What are the differences between Adoption Explorer and Adoption Tracker?Adoption Tracker was introduced at the beginning of February, according to the Janurary release notes. However, it doesn’t refer the differences between AX and AT despite the similarity of the feature.Could somebody explain the difference?Thanks.

Is it possible to change the colors of the Callouts, specifically when creating an article? I can’t seem to find where to set default fonts, headings and colors for articles, unless it’s not possible?

Hi Gainsight Community,I am a newer Admin. We have been struggling to find a solid way to provision our Licenses, Permission Bundles, etc. I built an API call that would provision the appropriate license and bundle, but I am really struggling with identifying the users.I had this genius (it was genius to me, but I am also very new) idea to use User Groups. To me, if a user is in a user group, give them this license works perfect. However, I was quickly thwarted when I realized I cannot actually see User to User Group associations in the rules engine. Is this a point of frustration for anyone else? Why isn’t this a feature? Do people have better ways of provisioning their users what they need?The reason why User Groups sounded wonderful is that we feel comfortable giving our managers user group edit access, and they can have that with out being able to edit individual users.

Hi all, I am looking into if Gainsight has the ability to attach a document to a CTA. I saw https://support.gainsight.com/Cockpit_and_Playbooks/Admin_Guides/01_Configure_CTA_File_Attachments but it looks like that is for the CSM to add an attachment after the fact. That is not our use cause. Example: Executive Business Review is sent to the CSM - Can we attach a sample EBR agenda that the CSM can review? Potential workaround could be to have the sample agenda be a task within a playbook but wanted to see if anyone else has done something similar. Thanks! Joe

Hi - Are we able to format how the community looks on mobile? A couple places I’d change:We’re a private community and the image behind the login page (added via CSS) is really cut off. I’d probably resize.For the top banner - we have the design mostly on the right hand side. None of that shows on mobile; it’s just orange. The content is there; the formatting just doesn’t translate well.

Hi, can someone guide me on how to modify user permissions for specific profiles in Gainsight please? Specifically, we need to ensure that the events user profile does not have access to the content moderation section. What steps should we follow to adjust these permissions

Hi Team, How to achieve MAX-1 of Created date.Thanks.

Hello, I’ve recently discovered a pretty active Facebook group that emulates a lot of what goes on in our community. I feel like there is a real opportunity for cross pollination. However it is a delicate situation I would say since I am an employee and the group is community-led. I am working through a strategy, but first I was curious if anyone else has collaborated with facebook groups before and what they have learned from that experience. Thanks!~Chloe

A user pointed out that email systems that group emails by subject and sender were looping all his system emails about new topics into the same (gmail) group. Is it possible to use coding to make the subject of a system email unique using {topic_title}?

We are ideating over ways to close the feedback loop with our members who provide feedback regarding specific product features in the forums. We don’t want them to feel as if they’re screaming into a void, however, we also know that it takes time for our product team to get to specific feedback. Also, one person’s experience is not necessarily the entire perception of the product feature.How do you and your teams go about making sure members feel heard without overpromising or just saying “thanks for sharing, we’ll have someone look into this”?