Discuss Gainsight Products

Hi there,Q: How to find out a "Product Area ID" for each respective Product Area?Use Case:We are restructuring our Ideation Product Areas and we would like to change the Product Area of hundreds of Ideas - in bulk.According to the API Documentation (see screenshot below) we could change each Idea’s product Area through an API Action → meaning we could do it in bulk with a Google Sheet and a Zapier Workflow.The Documentation (see yellow box in the screenshot) talks about “Product Area ID” But where can I find it?I looked everywhere in the backend but can only find the name of a Product Area, not an ID.Can someone point me in the right direction?   …… Another question: for the string “id” does it mean the Topic ID for the Idea? (the one found at the end of the URL, or in the Topic Export).Or is it a different type of ID?

Hey there, quick question about redirecting a custom page URL. We created a custom page a while back that’s not so relevant anymore. We’ve included a hyperlink to the custom page in some external materials including downloadable pdfs. Now we’d like the link to go to a newly created landing page. Is there any way to force a redirect of a custom page’s URL to a different URL?Many thanks for any ideas!

Hi,There doesn’t seem to be a way to exclude completed JOs and Emails from the All  folder list. This ends up causing a lot of mess. I understand that we can drill down to folders and select program status. What would be a best practice on cleaning up completed emails and JOs?  I’ve been placing them in Archived folders, but they still show up in the main All folders. 

I’m looking for a good filter set in a segment to pull in customers that are 5-6 months into a 1 year contract. I seem to have good current contract start date data and renewal date data. I can filter based on 1-year agreements. It’s the > = < and span logic that is challenging me at the moment around the start and renewal dates. I think I’m getting caught up on the ‘span of’ concept. 

Hi,Is there any way to code an @mention into the message added to a timeline entry via the API ?Many thanks.

Hi,Wondering what JO naming conventions others have been using that work well for you, Im currently revisiting ours.  We typically use:Product Name: CSM Type Outreach Description Geo/Market 

We have moderator approval turned on for all posts and replies. Is there any way for the end user to see any posts they’ve created that have not yet been reviewed by a moderator yet? 

Hi there,In the Dynamic Content Widget, for months I thought it is not possible to filter by Category.But I just found out “by accident” that if you deselect Ideas & Product Updates, it gives you the chance to  only show Questions / Discussions / Articles that were posted in certain categories by filtering in the Published in selector.That kind of makes sense, but I didn’t know about it earlier.     That’s pretty neat, so I thought I’d share! Best,danieleP.S.: CC @Julian because we were talking about this yesterday.

Has anyone else run into this issue?  I confirmed with our IT that community Activation emails among others are getting marked as phishing emails in our filter. They want to update the SPF record but we’ll need to include the IP address and domain name to do this. I can’t find this information documentation anywhere. Has anyone else run into this or know where to find this?  Doubly frustrating because there is no way to manually approve a Team Member, so I’m not able to bring in other admins right now.

Is there anyway to run a script or prompt a user to have to reset their password? Ideally, if at 90 days a user has not logged in, could you do something that requires the user to reset their password? Thanks,Anthony

Hi,Does anyone know how to create an easy link out from a customer’s C360 to their Salesforce page? This is very straight forward if on the Salesforce edition of Gainsight, but we’re on NXT and it doesn’t seem near as simple. I found this post by Spencer which allows you to create a URL using Concatenate and Rules Engine -- I was able to get this to work, however, the link only seems to work from within Reports but doesn’t function the same elsewhere. When trying to embed the URL on a customer’s C360, it just shows as the URL structure: <a href”[URL] etc. Does anyone know how to cleanly link to a Salesforce page from the C360 on the NXT edition of Gainsight? Ideally we’d have it live in the Summary > Attributes section at the top of the C360.

Our Demand Gen team is working to cross-promote a research survey open to both customers (who have access to community) and the general public (who don’t have access today).Have any of you marketed surveys via the community and, if so, how did you go about it? Right now I have it set up as an Event which is great visually and for tagging as a Featured Topic, but there are components of the Event configuration that don’t align with a survey compared with an event.A few examples:As a featured topic, the date displayed is the survey start date, but the close date isn’t shared (would prefer a date range to display) There are a few elements (e.g., add to calendar) that don’t make sense in this context. There is a product idea already submitted to make this configurable. 

In our community, we’re currently experiencing issues with users being unable to download attachments, regardless of file type or age. We're also unable to download the attachments from the backend of our site.We’ve already reached out to Gainsight support but curious if anyone else is experiencing these issues? 

Imagine this scenario: You are an avid Gainsight CS user and are thrilled to finally have access to PX telemetry data in your CS instance. Your organization's technical teams integrated PX with CS to get the valuable data flowing and you are downright giddy to get your hands on all that user behavior data. (Okay, maybe not giddy… perhaps I’m the only one who does backflips for data, but maybe you’re someone intrigued?) You login to CS on go-live day eager to view the usage dashboards, and much to your disappointment, no value can be gleaned from the metrics. You’re shown usage data for over 200 product features, with cryptic feature names (“module one-button click- submit” for example). The names are confusing, the data is noisy, and instead of making your day-to-day easier as intended, you’re now facing hours of digging and deciphering to understand what the hell you’re looking at. What a nightmare!This is a common scenario that can occur as a result of the varied uses for PX data acr

Hello,I have a user who is giving likes to his own posts. I would like to remove that like. Is this possible? How?

Friends at Gainsight @Kenneth R or @olimarrio et al, How have you gotten three groups per row. I cannot see it in the custom cs. I did steal your custom header and title though 😊  

Journey mapping can reveal SO much, yet many don't carve out the time to do it. Make it an end of year goal to do a thorough journey map! Watch this webinar to head into that project with a few tips and tricks from Nichole Richards, Director of Client Services at Rosetta Stone, and Tyler McNally, Director of Customer Success at Gainsight. They describe in detail how they work with customers to ensure that product adoption continues to increase. In this webinar, you’ll get actionable methods to boost adoption by: Intelligently mapping the customer journey Reaching out at the right time with the right message Tracking, analyzing, and understanding usage data to measure improvement https://www.gainsight.com/event/how-to-increase-product-adoption-with-intelligent-journey-mapping/

Here are some insights on a key tool in Gainsight that can help us grow our accounts and accurately forecast Net Revenue Retention: the Customer Health Scorecard. Coupled with the DEAR Framework (Deployment, Engagement, Adoption, and ROI), this feature can give us the full picture of customer health and drive smarter decision-making. Watch the webinar recording here to learn more about Scorecard OptimizerHere’s how the two work together:Data-Driven Customer Growth with the Health Scorecard:The Health Scorecard aggregates key customer data—like product usage, engagement, and support interactions—and transforms it into actionable insights. By tracking these factors through the DEAR Framework, we can break down customer health in more detail:Deployment: Is the customer fully onboarded and using the product as intended Engagement: Are they actively interacting with our team and product? Adoption: Are they utilising key features that drive value? ROI: Are they seeing measurable returns from

Under the new UI design for CS, adding a Reason Category for our CTAs are no longer user friendly. Can this design be updated in the CS product? Currently, customers can only add Reason Categories when making a new CTA Type or creating a new Reason under Cockpit Admin view. This can only be done by typing in the new name of the Reason Category into the search field and the Add Button will appear if the name is not present. If the user tries to add a new Reason Category under the Reporting Category column, they are not given the same option to add a new Reason Category if the name they search is not present. See Examples here: And here: There are a few reasons this is not user friendly:It is not obvious that a new Reason Category needs to be added by typing the new Reason Category name into the search field.  Since the customer needs to add new Reason Categories via the search field, the experience feels inconsistent when this feature only applies to adding a new Reason or CTA Type but

I followed the directions to enable Copilot in our instance of Gainsight. It works fine for me, though I am an admin. One of our CSMs just tried to log in, they could see Copilot, but when they try and access it, they get the following error, “You don’t have permission to access copilot. Please contact your administrator.” To enable, I went to the CSM permission bundle, went to Navigation Permissions, and added Copilot. I walked through the Copilot FAQ https://support.gainsight.com/Gainsight_AI/FAQs/FAQs_for_Copilot_(BETA) but did not see anything else I needed to enable. What am I missing?

Hi there,How can I remove and/or edit the Default Image of the error page?I believe a new default picture was recently added automatically by Gainsight  but it does not fit our Branding.Under Customizazion > Phrases I am able to edit the Title and Text of the error pages (403, 404, 500). e.g. in Key error.404.title or error.404 We also added our cute little Lost Astronaut below  and would like to keep it that way (text first, image underneath.)How do I do that? Best,Daniele  

We’re currently encountering an issue related to SSO login and post redirects. Here’s an example:We share a link to a community post in one of our customer newsletters User clicks on the link and has to authenticate via SSO Once they authenticate, they land on the Community homepage instead of the intended postAre deep link redirects supported?

This week I listened to an episode of the *Customer Educated* podcast with guest Dan Braithwaite, Senior Director of Product Training at MediaOcean. He shared valuable tips for structuring effective Instructor-Led Training (ILT) programs. See some of my takeaways below that I hope our Gainsight CE customers can inject into their ILT sessions!  1. Tailor Your Training to the Audience:   If you have the space to get personal, understand your attendees' backgrounds—how long they’ve been in their role, their industry, and whether they’ve used the product before. Ensure you create a welcoming environment and build community with an icebreaker.2. Focus on Key Topics:   Avoid overwhelming users with too much information. Focus on 3-4 essential topics, that you address in a beginning agenda, based on what users need in that moment of their customer journey (e.g., previous user feedback, common support tickets, etc). 3. Engagement Through Interaction:    Dan uses a “tell me, show me, let me try

Hey there!We added some members of our CSM team to the Community with a primary role of Registered Users with a custom role for read-only access. After doing so they received a marketing email from Gainsight which caused concern that it was happening to our regular members as well.Can someone let me know or link me to a doc that has info on which primary roles and/or custom would trigger marketing emails? 

In case you missed it, our recent Customer Success webinar provided an in-depth exploration of key product updates and enhancements, designed to help you make the most of the Gainsight platform. The webinar focused on our commitment to staying at the forefront of innovation, while maintaining our "Human First" approach. We also introduced new AI-driven features aimed at delivering greater value and efficiency to our customers.  Gainsight Home Redesign - A fresh, intuitive interface tailored to improve user experience. This new layout streamlines operations, making navigation more efficient and enabling quicker access to important information. AI Enhancements - Our improved AI capabilities now offer more sophisticated insights, empowering you to make data-driven decisions with increased accuracy and speed. Emails With AI - We introduced AI-driven insights and automation into email communication, allowing you to craft more personalized and impactful messages. This feature ensures that yo