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8642 Topics
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Multiple Trigger Events for PX Webhooks: are these AND or OR?

Two feature match eventsWhen creating a webhook, you can set multiple Trigger events. Does the webhook fire when all of these trigger events are present (AND rule) or on each of these individual events (OR rule)?

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KhalidAwad18Contributor ⭐️
asked in Customer Communities (CC)
SQL Queries for available exports

We have reports being built on tableau based off the “User”, “Topic”, “Post” and “Mark as Answer” exports available for download under Analytics >  Export.We need to automate this process as it is currently based on a manual download of these exports.The Tableau Connector seems to allow connection to base tables in the CC Data Lake, but the export tables cannot be found here. I assume the export tables are based on these same source data tables in CC Data Lake.Are the SQL queries used to generate these export tables available anywhere so it can used within the “Customer SQL” option in the AWS Athena based Tableau connector?Or is there any other way to achieve this (connecting the export tables available on gainsight to Tableau).

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Aleksandra
romihache
romihacheVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Are inline filters in report builder identified somehow?

I didn't find anything on my end, nor in the documentation.Is there a way to identify (in bulk) the reports that have inline editing enabled?

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romihache
JKelley
JKelleyHelper ⭐️
posted in Customer Communities (CC)
Create automated alerts - community moderation feature request

We need the ability to set automated alerts for community managers and moderators to be notified via email or Teams when certain keywords are mentioned or a question goes without any replies for a specified duration of time. In the first use case, we want to be able to configure a set of keywords to scan for an alert our moderation team immediately if those are mentioned in any threads (questions, conversations). When I was at Jive, we had a capability like this called keyword interceptors that was popular with community managers.This has implications both for our ability to monitor and respond promptly to critical events, but also to build awareness and support for the Community in other teams across our organization.In the second use case, we need to automate email notifications to an internal distribution list that alerts them when a topic has gone without a reply or answer for more than x amount of time. We are partially able to do this with a custom script today, but it would be p

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jvdc
NormRasmussen
NormRasmussenGainsight Employee ⭐️
posted in CE & Skilljar by Gainsight
Getting Started with Proving your Academy's Business Value

🚀 Proving the Value of Your Academy on Retention: Where to StartOne of the most powerful, but often complex, stories we can tell is how Customer Education contributes to retention and revenue. If you're looking for ways to start tying your academy activity to customer outcomes—particularly renewals and expansions—this post is for you.While there's no one-size-fits-all solution yet, a number of our customers have started exploring indirect or inferred influence between CE activity and retention metrics. Below is a lightweight but effective approach you can adapt to your own context using data you already have access to.  The Approach: Match CE Activity to Account OutcomesStart with your Monthly Course Activity (MCA) report and Excel:Pull course completions over a set time frame (e.g., past 12 months). Extract domain names from learner email addresses using Excel's TEXTSPLIT. Compare the list of domains against: Renewed accounts Churned accounts Expanded accounts   What to Look For:Po

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NormRasmussen
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Admin responding to questions as other authors

Can I post a reply to a question as a different author (other than myself)? 

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Laurenseife
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Is it possible to make profile pages private in a public community?

We are currently a private community, but planning to transition to a public setting soon. While we can use permissions to gate specific category forums and modules, there does not appear to be a way to do that for a few core aspects of the platform like Events and Profiles. Is there a way to prevent profiles from being public (or at least from being indexed in search) on a public community? The use case: Personal information on the profile page. Community members are comfortable having it be available to others in the community, but don’t necessarily want it (and all their associated posts) to come up in a google search of their name. 

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revathimenon
harshilboparai
harshilboparaiContributor ⭐️⭐️
asked in Customer Communities (CC)
Bulk erase/delete users

Hi everyone 👋We're currently doing an annual hygiene cleanup in our Gainsight community and are looking to bulk delete a segment of users who have either: Been inactive for over 2 years, or Are no longer with the company / churned accounts, etc Has anyone found a workaround or method to bulk delete users, either by segment or another approach?Would love to hear how others have handled this — any tips, tools, or creative solutions would be hugely appreciated!

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mbuuck1Helper ⭐️⭐️
asked in Customer Communities (CC)
Formatting of post body not maintained when viewing list of posts

I believe I’ve identified a bug with text formatting in community posts. Within an individual post, you can obviously use the text editor to format the body of your post as desired. In the example below, you can see I’ve added bold headers and separate paragraphs in this Product Update:  However, when viewing this same post from the main Product Updates page, the formatting is not maintained and appears to be a nonsensical run-on sentence.  While this specific example is from the Product Updates module, I observe this with any type of post. I believe that the formatting should be maintained in the preview so that it’s logical and easily understandable. 

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susansContributor ⭐️
asked in Customer Communities (CC)
Has anyone published a 'calendar'?

Was hoping to have a page or ‘article’ that shows key dates - either big events or product releases.  Is this possible?

665
olimarrio
Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
Gainsight PX - New Updates are Now Live!🚀🚀

We’ve rolled out a fresh set of PX updates focused on improving engagement tracking and bot customization. Take a quick look at what’s new!Engagement Audit LogsYou can now view audit logs for individual engagements, showing when they were created, saved, or launched, and by whom.This makes it easier to track changes, confirm launch timelines, and troubleshoot issues—without needing to follow up manually with your team.Note: Logs are available only for events on or after June 25, 2025, and capture user names but not detailed content changes.  Increased Group Limit for Task List and RecommendationsYou can now assign up to 25 groups in the Task List and Recommendations widgets in the KC Bot. This enhancement allows you to support more complex user segments and multi-step onboarding flows with ease. Improved Community Search in KC BotCommunity search now only returns results from the categories and product areas you select, making filters more accurate and results more relevant. If no cate

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Adrian Raposo
MBragle
MBragleGainsight Employee ⭐️
posted in Product Experience (PX)
Pulse 2025 Recap with a Gainsight PX Customer

The energy at Pulse 2025 was incredible, but for me, the most lasting insights often come from reflecting on the event afterward. I recently had the opportunity to do just that with Jonathan Ditzel, Manager of Systems Architecture at MCG Health, who shared his thoughtful takeaways on topics ranging from customer engagement at scale to the true definition of adoption. With the full Pulse 2025 Library now available, we wanted to highlight a few of the presentations that got us thinking and share some key takeaways to provide a starting point for discovering your own insights. Scaling on the Fly: TrustRadius’ Rapid Digital Program Scaling StrategyThis session, led by Kate Seale and Jen Browning Peters, tackled a challenge many companies face: how do you effectively transition from a high-touch model to a scalable digital CS program? Key Takeaways & Thoughts:Keeping it Human: How do we scale communication without losing the human touch? As we automate, it's critical to ensure our outre

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MBragle
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DonnaSContributor ⭐️
asked in CE & Skilljar by Gainsight
Notifications Upon Registration in CE

Is there a way to send notifications immediately after registering for an ILT session in CE? We currently send it a few days before the session. We want users to be able to register until the day before but then they don’t receive the email with all the information they need to attend.

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rashmin
rashminHelper ⭐️
asked in Customer Communities (CC)
Customizing the Ideas Segment to authenticate users posting and upvoting for ideas

Hi we’re a multi-product community and we’re currently reviewing our Ideation process. An important ask from our product teams is to make the Ideas page visible to all community users but when users want to post an idea or engage with one (upvote or comment), they’ll need to be able to go through a simple authentication process to ensure the user is our current customer. For example, if John is an existing customer of one of our products, he can authenticate by using his Account ID, which will verify that he’s a customer and give him access to post an idea or engage with other ideas.I wanted to understand how much of this is feasible within inSided and if there’s anyone here who has done something similar within their communities. Happy to learn and see how we can go about doing this customization. Thanks in advance :)

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Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
PX Design Engagements 101 : Release Guide with toggle cards
PX Design Engagements 101 : Release Guide with toggle cardsBlog

 Design is not just what it looks like or feels like. Design is how it works!!✨Absolutely! Gainsight PX has made significant advancements recently, thanks to the incredible analytic add-ons and improvements in the new editor. Remember the dialogue we had during our last release announcement? Well, you'll be glad to know that we have achieved that level of engagement using our own editor.Our engagement editor goes beyond just cells and elements. It's like a canvas where you can create your own masterpiece. The real trick lies in customizing things according to your preferences by leveraging custom coding. It may sound a bit tricky, but it's never impossible. We are here to provide you with all the necessary information so that, for your next release, you won't have to worry about effectively communicating your release communications in a single slider with multiple steps.We also completely understand the impact that drop-offs can have on your engagement, and we're here to assist you in

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Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
PX June 2025 Patch Release Update 🚀🚀

 📢 The PX June 2025 Patch Release is now Live! As part of our ongoing commitment to enhancing Gainsight PX, we've rolled out new capabilities that improve content management, engagement tracking, and insight discovery. See what's new! Export Dashboards to PDF or PNGYou can now export full dashboards or individual widgets as PDF or PNG to simplify reporting and sharing. KC Bot - Embed AnywhereThe new KC Bot supports embedded triggers, so you can launch the bot from any UI element. New Tile Layout for ContentUse the new tile layout to visually present content like call-to-action items in the KC Bot. Custom Icons for CategoriesUpload your own icons for categories in Content Groups and Recommendations for tighter brand control. Note: This is our first set of patch release communications and release notes for PX, and we plan to continue sharing these as part of our ongoing support for continuous releases. ++------------------------------------------------------------------------++RELEASE N

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mmarques
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lstoneContributor ⭐️⭐️
asked in Product Experience (PX)
Toggle Cards - CSS

Hello! I’m working with the toggles and can’t quite figure out a solution. The titles on my toggles are smaller so when they’re not selected they are smaller but when you select one, the toggle gets longer. Is there a way for the toggles to be that longer size without clicking on it? I’ve looked all in the CSS and can’t figure out what controls that. (Images below)  

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lstoneContributor ⭐️⭐️
asked in Product Experience (PX)
Two Step PX Engagement?

Hello! I’m trying to create a two step engagement - I configured Step 1 (announcement guide) but when I go to Editor > Add Step, Slider is not an option as a template for Step 2. Am I missing something??   

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Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Workflows That Work - How to Design KC Bots for Real Use Cases
Workflows That Work - How to Design KC Bots for Real Use CasesBlog

 So far, we’ve looked at the what --> what layouts to use, what widgets to choose. Now let’s talk about the how.How do you actually bring it all together when you’re building for real users, with real goals, in a real product? Because if you’re responsible for onboarding, driving adoption, or reducing support volume - you’re not just shipping a bot.You’re mapping a moment in the journey and asking:🧭 What does the user need to do next - and how can I guide them there?Let’s walk through five proven KC Bot workflows for the most common goals we see.  Workflow 1: Onboarding a New UserUse when: Users log in for the first time and need a guided start.Widgets:   Task List:   Step 1: Watch intro video   Step 2: Complete setup   Step 3: Take first action   Content Group (List layout):   Docs: Welcome guide, FAQs, product overview   Targeting:   Account age < 14 days/30 days   Role = End User   Why it works:Combines action + learning. Gives clarity without overwhe

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Sruthimalla
jessica.becker
jessica.beckerContributor ⭐️
posted in Customer Communities (CC)
How do you handle Community questions that are also active support cases?

Hi everyone,I’d love to hear how others handle this situation:A customer posts a question in the community, but they also have an active support case open for the same issue.🎯 What I'm Trying to Figure Out: What’s the best way to respond in the community thread while trying to avoid interfering with the work Support is doing? I usually respond something like “I can see you have opened a support ticket, feel free to update us here so that others coming across this thread can benefit from your experience” I’m hesitant to mark this as best answer, as I don’t want this to come across as if our customers should not turn to the community when they have already opened a support ticket    What do you mark as “Best Answer” in these cases? For example, sometimes the resolution comes through support and isn’t shared publicly, but how do you handle marking the best answer overall? Do you mark your own response (e.g., “This is being handled via Support”)? Do you follow up i

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juan.delrio
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lfetigContributor ⭐️
asked in Customer Success (CS)
Tracking Codes for Anonymous Surveys

I am in the process of working to migrate my company’s CS surveys all into GainSight. One of the challenges that I have faced is when migrating surveys that target users (contacts) who are not stored in GainSight (this happens frequently for our non-CSM managed accounts) and whose surveys are linked to in communication journey from other tools. It looks like the only way to create a survey in GainSight that works for this audience is by creating an anonymous survey whose share link we can insert into the existing email series.The challenge I am facing is being able to track specific segmentation of the anonymous survey. For example, we have three “groups” or “types” of customers (e.g. Standard, Plus, Boomerang) who we want to be able to segment results in aggregate for.Ideally, I would love to have the ability to creating a tracking code or have a URL parameter that I could include in the share URL to be able to capture the segment that we are targeting and append that to the survey re

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Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Clarify Intervals and quit (never show again) conditions for engagements

My team and I are trying to fully understand the behavior for intervals on guide engagements. Our use case is new user onboarding. As a user is new to the product we want to provide guides on the key pages of the product to instruct a new user. These guides will be bundled and displayed in a KCB for the user to self serve, but we want to use automatic display for the first few visits of the user to ensure they know they have these resources available to them.Desired behavior is to show an automatically triggered guide 1 time per day up to 3 times. With the ability to quit and not show if the user finishes the guide in the first or second viewing.Our current method for configuring this is as follows: Schedule > Qualification scope set to show 3 times with a day between and on completion quit. We believe this is the base of what we want. But the uncertainty arises with “intervals” and “occurrences” the documentation does not strictly define these terms or finish the written example to

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rschlette
atwhite
atwhiteContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Subsequent notification emails for subscribed post?

We have a member (an employee) who has subscribed to a specific post, and other than an initial email notification about a reply that was posted, they have not received any additional notifications by email. I’ve been looking for documentation, but can’t find what I’m looking for. So, I’m asking here:Is this expected behavior? If so, why? If not, is the source likely to be a Gainsight bug, an issue with the user (e.g., accidental unsubscription), or something else (overactive company spam filter in response to multiple notifications, etc.)? Thanks for any additional perspective! 

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atwhite
jvdc
jvdcHelper ⭐️⭐️
asked in Customer Communities (CC)
Reset user points

Is there a way to reset a user's total poins?

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DannyPancratz
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gtuContributor ⭐️
asked in Customer Success (CS)
Feedback on Insights to Automated Expansion Campaigns

Hello GS Experts,Can I get feedback from anyone who has experience creating extensive automated expansion campaigns utilizing Journey Orchestra? Our company has recently joined Gainsight, and I am excited to use this powerful tool, specifically to create automated responses triggered when customers respond to certain emails based on behavior, product, anniversaries, etc. Thanks,George Tugeorge.tu@tipalti.comSenior Customer Success Manager 

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heather_hansen

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