https://communities.gainsight.com On the Forum you can ask questions or take part in discussions. https://communities.gainsight.com/customer-success-cs-15/rotate-gainsight-cs-mcp-client-secret-30958 Is there a way to rotate the client secret on the MCP configuration? Customer Success (CS) Mon, 25 May 2026 15:44:05 +0200 https://communities.gainsight.com/新機能-434/gainsight-2026年4-5月リリース-新機能ウェビナー-31008 先日、Gainsight Release Webinarを開催しました。今回はCustomer Success、Staircase、Customer Community、Skilljarの全製品に関して、多数のアップデートをご紹介しています。ウェビナーでは、特にお役てしそうな新機能についてデモを交えながら解説しております！ご紹介している機能の一部ご紹介：MCP（AIワークフロー）関連アップデート Journey Orchestratorの機能強化 Timelineとメールの自動連携 Data Designerでの感情分析 StaircaseのRisk Analyst / Topic Trend CommunityのIdeaカテゴリ対応 Developer Studio（GitHub連携） Skilljar × Community連携強化などなど。CS業務の効率化・高度化につながる機能を幅広くご紹介しています。リリースの詳細についてはこちらの記事もご参考にされてください 「どんなアップデートがあったのか知りたい」「実際の画面を見ながら理解したい」という方は、ぜひ動画をご覧ください！今後の活用アイデアや運用改善のヒントになれば幸いです  新機能 Mon, 25 May 2026 05:04:47 +0200 https://communities.gainsight.com/cs-beginner-admins-in-training-177/best-practice-llm-powered-tech-debt-cleanup-30990 Have you wondered how you could leverage your LLM to assist you with cleaning up tech debt like hold Dashboards and Reports that no one use anymore?Here how you can do it in a very few steps.In Gainight you have had the ability to download your tenant config for a little while now. It is not always well known, but if you ever have requested a tenant review, that is where it beginnings. Tenant Configuration ExportOnce the file is created you will received an Excel file in your inbox.Pre-LLM the analysis of the file could take days to weeks depending how deep you wanted to look.When you open the file, you will see several tabs and identifier that relates to how assets relate and interact with each others. Name and unique identifier is how you would manually map asset relations with VLOOKUP and else. That is no longer really needed since AI can figure out all of that fairly quickly. Exported Tenant ConfigurationThat is part one.For the next part you’d want to build an Asset Usage report. Again, super simple. Yet, not well known.Create a report in Gainsight from the GS Asset Usage Tracking object. You probably can add all the fields to the report, and then download the output. Setup a filter timestamp that make sense for your organisation. That was part two. Easy right?Now with your two excel files, put them in an LLM project folder. I use Claude for that part, but all LLM do the same thing even if they call it something different. It’s a bit like RAG.Then prompt your tech debt cleanup activity  Then more documentation you have, the more you will be able to accomplish, but with just two files that you can access on demand all by yourself, you can build a fairly solid tech debt cleanup project. CS: Beginner Admins in Training Mon, 25 May 2026 03:02:16 +0200 https://communities.gainsight.com/community-news-2/voices-matter-building-a-better-ideation-process-31004 One of the hardest things about community ideation is balancing transparency with reality.Votes matter. Comments matter. But product decisions are rarely as simple as “top voted idea wins.”So we’re evolving the ideation process for our Customer Communities to make it more structured and a lot more transparent. Here’s what you can expect:Votes and comments continuing to serve as important signals for demand and use case Prioritization based on multiple factors - strategic alignment, technical complexity, and customer impact at scale Better communication around where ideas stand and how decisions are being made Internal quarterly reviews with Product Managers to ensure ideas are consistently evaluatedI’ve seen this firsthand over the years building community programs - sometimes the ideas with the most votes are absolutely the right next move. Sometimes a smaller request unlocks something foundational that benefits everyone later.Neither is wrong. It’s just the reality of building products thoughtfully.Every idea contributes to the bigger picture, whether it surfaces a widespread pain point, validates an existing direction, or helps shape future priorities. We’re also taking a broader look at how ideation works across all of our products, with the goal of creating a more consistent, transparent, and thoughtful experience for the entire community.It’s really hard to do this well. But we’re committed to getting better with every iteration.  Community News Sat, 23 May 2026 17:24:38 +0200 https://communities.gainsight.com/customer-communities-cc-17/looking-for-a-comprehensive-guide-on-building-custom-pages-31003 Can someone point me to a comprehensive guide on creating custom pages. I am keen on creating a page that profiles our champions (100 in total). Photo + short bio + social links (Blog).Also want to have a page that describes what it is to be a champion and what are the requirements.  Like Microsoft https://mvp.microsoft.com/mvp  Customer Communities (CC) Sat, 23 May 2026 15:13:49 +0200 https://communities.gainsight.com/customer-success-cs-15/google-app-script-nps-survey-data-to-rich-html-deployed-scripts-31002 Y’all, Google Apps Script is way too much fun to build with.One of the best parts of my job is getting to create, and with our new Q2 NPS and CES survey deployment in Gainsight CS, I wanted something better than the usual Google Sheets dashboard for reviewing results and comments.So I built a Google Apps Script that pulls survey data into Google Sheets through the API, then used Sheets like a pseudo-database to power a deployed HTML app.The result is a cleaner, more dynamic way to explore survey feedback, and a much better experience than living in spreadsheet tabs all day.It’s been a fun reminder that with Google Apps Script, you can turn a simple sheet into something that feels a whole lot more like a real application.Has anyone really extended Gainsight data with google app script? Customer Success (CS) Sat, 23 May 2026 05:02:04 +0200 https://communities.gainsight.com/customer-communities-cc-17/community-mcp-30601 Will the community be getting an MCP to connect with other systems soon? Customer Communities (CC) Sat, 23 May 2026 04:55:32 +0200 https://communities.gainsight.com/ideas/ability-to-export-report-on-permission-bundles-10814 Sister ticket of  I just converted to NXT (and yes I am open to accepting sympathies via DM) and now that we’ll be using Permission Bundles more, we MUST have a way to export and report on users assigned to Permission Bundles.When you have 2000+ users, the user display of 10 users at a time just does not cut it.  Sat, 23 May 2026 00:03:24 +0200 https://communities.gainsight.com/ideas/adjust-cta-status-based-on-playbook-progress-31001 I’ve received this sort of feedback at numerous companies now. It would be great if we could configure playbooks to automatically progress a CTA. For example, we are working through a Termination playbook at the moment and it is crucial to be able to report on where it is at. It is not a 1:1 Task:Status ratio, but it’s close. It would be good if we could set it so that when Task B is complete, move Status to X, without any touch of Rules or anything like that.  Fri, 22 May 2026 23:05:36 +0200 https://communities.gainsight.com/staircase-ai-by-gainsight-302/webinar-recap-fy27-q1-staircase-release-30964 In this release webinar, we walked through the latest features and enhancements shipped as part of the FY26 Q1 Staircase release, covering new AI-powered capabilities, expanded integrations, improved data accessibility, and a preview of what is coming next.Please find the recap, slides and webinar recording below. Webinar Highlights 1. Proactive Churn Detection with Risk AnalystWe opened with Risk Analyst, a new AI-powered capability that proactively detects churn risk and helps teams understand not just that an account is at risk, but why, and what to do about it. Automatically triggers when churn risk or extremely negative sentiment is detected, analyzes root causes across nine risk types, and generates AI-powered playbooks informed by what has worked in similar past situations. Built on the same agentic infrastructure as Expansion Analyst, with a continuous Experience Library that learns from past outcomes, all insights, stakeholder context, and recommended actions centralized in a redesigned right-side panel.2. Topic Trends in the Topics ReportWe covered a new addition to the Topics report that gives teams visibility into which topics are gaining or losing traction across customer interactions over any selected time period. New growth metrics include Current Period Volume, Previous Period Volume, Absolute Growth, Growth %, and a Data Over Time graph — all of which automatically recalculate when you adjust the date range filter. Subtopic-level visibility lets teams catch spikes in specific areas like Bug Resolved or Case Activity across all parent topics, with no additional configuration required.3. Ask Staircase EnhancementsWe covered two key enhancements to Ask Staircase this quarter, expanding it beyond account summaries to handle more of the questions teams ask every day. Ask Staircase product questions like "how do events work?" and get instant answers without leaving the platform, or ask it to build a table based on your criteria and follow up with deeper questions on that data. Query and aggregate key metrics like ARR, health score, sentiment, and engagement across your book of business by tier, owner, or journey stage. 4. AWS S3 Bucket Scheduled Reports DeliveryWe covered a new option for teams running data pipelines: exporting scheduled Staircase reports directly to an AWS S3 bucket in CSV format, in addition to email delivery. Configure an S3 bucket from the new Outbound tab in the AWS integration page, set a file path and cadence once, and reports land automatically on schedule. Particularly useful for teams using data lakes like Snowflake or Databricks, eliminating manual data extraction entirely.5. Salesloft Meeting ConnectorWe introduced a new native integration with Salesloft Meetings, bringing call transcript data into Staircase alongside all other customer communication channels. Automatically analyzes transcripts for sentiment, topics, action items, attendance, and engagement, with up to three months of historical data imported upon initial connection. Closes a real coverage gap for teams where Salesloft is a primary customer touchpoint.6. Webex by Cisco IntegrationWe also introduced Webex by Cisco as a native integration, ensuring Webex-based interactions are automatically reflected in Staircase engagement insights without manual uploads. Webex meetings are logged directly into the Staircase Timeline with participants, timestamps, and metadata captured automatically, with click-through links back to the original recording. Admins have visibility into sync status and errors for quick diagnosis of any ingestion issues.7. Manage Multiple Email Addresses Per UserAlso released at the beginning of May, this update gives admins better control over user profiles when contacts change companies or email addresses. Admins can designate a primary email when multiple addresses are associated with a profile, and all associated addresses are visible in the UI for easy identification.8. Preview: Handoff Analyst (Coming Soon)We closed with an early look at Handoff Analyst, a new capability designed to give CS teams a structured, AI-generated playbook before their first call with a new customer. Reads up to 90 days of pre-close emails and meetings and automatically surfaces goals, concerns, commitments, stakeholder dynamics, and onboarding readiness — with every insight backed by the exact communication it came from. The full playbook is downloadable as a PDF or can be copied directly into other tools. More details and documentation will be shared as availability approaches. Key TakeawaysAct on risk earlier: Risk Analyst continuously monitors customer communications and surfaces churn signals with context, playbooks, and proven next steps. Share insights beyond the platform: PDF exports, Ask Staircase enhancements, and AWS S3 delivery all make it easier to get Staircase data where it needs to go. Expand coverage and context: Salesloft, Webex, Topic Trends, and multiple email support ensure your team has a more complete, accurate picture of every customer relationship.Didn’t catch our FY267 Q1 Staircase Release webinar live? Check out the on-demand recording  Staircase AI by Gainsight Fri, 22 May 2026 22:26:43 +0200 https://communities.gainsight.com/customer-success-cs-15/jo-syncing-issue-31000 I cloned a JO that was working properly, made a slight adjustment and then set it to deploy the following day.  It appears the JO sent out emails based on applicable participants at the time in which the JO went active.  For example, the JO includes a program that is kicked off based on an event that occurred equally to the span of yesterday.  On 5/21 I synced the program to test it and it was working properly.  I then scheduled the first deployment to occur the following day.  It deployed the following day based on the participants that had been synced the day before.  Is this a bug?  Customer Success (CS) Fri, 22 May 2026 21:52:29 +0200 https://communities.gainsight.com/customer-communities-cc-17/optimizing-community-search-related-topics-experience-sort-filter-by-recency-and-quality-30999 Hi community community!I have gotten a lot of feedback from our users about the search results in the community and wanting there to be a way to sort results or for the AI search agent to prioritize quality and recency. I am wondering if this is possible. I tried to give the AI agent context about prioritizing recency, but that it got all wonky and showed irrelevant content. Another thing is the “related topics” sidebar. Is there a way to customize what content it’s pulling and how it decides what is most relevant? Customer Communities (CC) Fri, 22 May 2026 19:08:18 +0200 https://communities.gainsight.com/ideas/filter-out-if-success-plan-or-cta-was-modified-by-a-user-versus-system-admin-30998 There are various rules that update our success plans and CTA’s everyday. Because of this, the last modified date is always the same for all of them and last modified by the system admin. I believe there’s a way to distinguish this on the scorecard, but not for Success Plans or CTA’s. I’d love to be able to specify a specific modify by field and modified date that is an actual user versus the system admin. If there’s a way to do this and I’m missing it, would love to know, thanks! Fri, 22 May 2026 18:44:06 +0200 https://communities.gainsight.com/all-about-pulse-8/countdown-to-pulse-2026-day-5-30997 ️ Final expedition briefing: Las Vegas in a few days! This week I gave you the tips. Now I'm giving you the permission slip. Sessions registered Tuesday afternoon planned Braindates ready Puppy time scheduled Comfortable shoes packedPulse only comes once a year. This one is going to be something special. See you on the expedition. ️ All About Pulse Fri, 22 May 2026 18:34:05 +0200 https://communities.gainsight.com/ideas/ability-to-tag-everyone-in-a-group-in-a-discussion-forum-or-elsewhere-30996 I recently made a post and had to tag 56 people individually - it would be cool if I @’d a specific group in one of my discussion forums for everyone in that group to get tagged. Fri, 22 May 2026 16:59:45 +0200 https://communities.gainsight.com/ideas/date-field-gainsight-survey-1903 I'd like to be able to have a recipient answer a survey question with a date. i.e. The question is "can you give us an estimated target completion date?". I'd like to be able to collect a date object from that response so I can trigger time-centric CTAs. I'm collecting a text field now that at least gets me the info but if I could collect a date field I think I could take it a step further. Fri, 22 May 2026 16:18:15 +0200 https://communities.gainsight.com/customer-communities-cc-17/will-people-always-get-alerted-if-i-tag-them-in-a-post-with-each-new-reply-30995 Hello! I want to make a post and tag quite a few members in it (approx 50) however does this mean every time someone likes it or replies they will get an email? Customer Communities (CC) Fri, 22 May 2026 15:59:07 +0200 https://communities.gainsight.com/customer-communities-cc-17/multilingual-badge-names-descriptions-is-it-possible-30981 Hey community,I'll be running a multilingual community and we're looking to localise our badge experience for members who use the platform in different languages (in our case, primarily English and German).The question: Is there any way to have badge names and descriptions adapt based on a member's selected language?From what I can see in Control, badges only have a single Title and Description field with no language variants. But before I assume it's not possible, I wanted to check with the community. If it's not natively supported: has anyone found a workaround or best practice? A few things I've been thinking about:Creating separate badge sets per language (a bit messy and complicated, but maybe viable? Accepting the limitation and using English only, since the badge image carries most of the visual meaning Additionally, possibly adding jsut the BADGE DESCRIPTION in in both languages and squeeze it into the same description. a bit messy.  Would love to hear from anyone who's tackled this, especially if you run a multi-language community on CC.  Also, I know there are more Multilingual Features coming out in a handful months and maybe someone knows whether this is in scope? Thanks! Customer Communities (CC) Fri, 22 May 2026 15:26:49 +0200 https://communities.gainsight.com/ideas/customize-the-order-of-the-activity-feed-filter-discussion-style-30994 By default we have our discussion style activity feed filtered as follows:Recently active Most commented Most viewed Most recent postI’d like the opportunity to customize the filtering by having “Most recent post” as the second option. This makes the most sense to me, as we can bucket by activity and then the most popular posts afterwards.Interestingly, what I described above is the default for the idea section on the Gainsight community.  Fri, 22 May 2026 15:09:18 +0200 https://communities.gainsight.com/ideas/ability-to-add-attendees-to-timeline-templates-for-recurring-meetings-30993 Our team frequently hosts business meetings with a large and recurring group of attendees. Each time we log a meeting to Timeline, we must manually add every attendee, which becomes a repetitive and time-consuming task, especially when the attendee list remains consistent across meetings. It would be extremely helpful if Timeline Templates could support pre-configured attendees, allowing CSMs to simply select a template and have the relevant participants auto-populated automatically. This enhancement would help streamline activity logging, reduce manual effort, improve efficiency, and ensure better consistency across Timeline entries. Fri, 22 May 2026 13:49:00 +0200 https://communities.gainsight.com/customer-success-cs-15/automated-nps-survey-every-6-months-and-nps-surveys-via-slack-30965 Hi Team,We have a customer use case around NPS automation and would like to check feasibility for the below requirements:1. Automated NPS survey every 6 monthsCurrently, Journey Orchestrator recurring schedule options are limited to Daily, Weekly, and Monthly intervals. There is no native option to directly configure a JO program to trigger automatically every 6 months.Request: Would it be possible to support custom recurring intervals (for example every 3 months, 6 months, yearly, etc.) directly within JO Programs for survey use cases?Customer use case:Send recurring NPS surveys automatically every 6 months Avoid manual program maintenance or workaround logic2. Slack-based NPS distribution with response attributionCustomer preference is to send NPS surveys through Slack instead of email.Request:Native Slack delivery for NPS surveys Automatic mapping of responses back to customer/contact records Customer Success (CS) Fri, 22 May 2026 12:22:58 +0200 https://communities.gainsight.com/languages-278/configure-language-settings-24011 Last Updated On: April 22, 2026This article helps control users, such as community managers, administrators, to configure multi-language settings in the Destination and Control views.Overview Configure Language Settings in Control Enable Languages (Coming Soon) Publish Languages Customize Phrases Configure Language Settings in Destination Customize Phrases OverviewMulti-language capability empowers organizations to deliver an end-to-end localized experience to their community end-users by translating system data, such as phrases and metadata, creating localized categories in Knowledge Base, Community, and so on. Control users, such as community managers and administrators, can configure and enable multi-language settings from the Control view. This feature helps organizations drive conversations and boost engagement within sub-communities catering to end-users speaking a particular language.Business Use Case: Imagine your organization’s community is primarily English-speaking to address a global audience. However, a subset of end-users forms a sub-community to share start discussions in a non-English language. While the content generated by end-users is in their preferred language, the system-generated content, like metadata and phrases, remains in English. The multi-language capability translates and displays all system data in the chosen language, offering a fully localized experience to these end-users.Configure Language Settings in ControlThe languages available in the Destination view depend on the languages you enable and publish in the Control view. You can activate up to 17 additional languages from the list of available languages.Enable LanguagesEnable languages allow you to activate a language in Control and in Destination. However, in Destination, enabled and unpublished languages are not visible to community users except control users. This allows you to completely set up a localized language community before making it available to community users.To enable languages from the Control view:Log in to Control. Navigate to Settings > Languages. The Languages page appears. From the Enable Language column, turn on the toggle of the desired languages.Languages, for which the Enable Language toggle has been turned on, appear in the language picker drop-down list as UNPUBLISHED LANGUAGES in the Destination view.For example, as shown in the image below, the enable toggle for Czech and Dutch languages are turned on in the Control view, and they appear in the Destination view. English is the default language of which the enable toggle cannot be turned off.Note:The default language is the language in which the community was created. The default language’s toggle cannot be turned off. You can enable up to 17 languages. Additional languages cannot be added.(Coming Soon) Publish LanguagesPublish language allows you to make a language available in Destination for community users after completely setting up the localized page.Note: For a language to be available for community users, both Enable Language and Publish Language toggles should be turned on in the Control view.To publish languages from the Control view:Log in to Control. Navigate to Settings > Languages. The Languages page appears. From the Publish Language column, click the Publish button for languages that you want to make available for community end users and logged out users. For example, as shown in the image where Czech and Dutch languages are published.Customize PhrasesCustomizing phrases allows you to deliver a localized experience that is more personal and caters to community users speaking a particular language. You can customize phrases from the Destination view as well. However, certain phrases can only be accessed and customized from the Control view. For instance, phrases on the community login page are only accessible when you are logged out, and to edit any phrase, you must be logged in.For more information on phrases in the community, refer to the Phrases module in the Knowledge Base.To customize phrases in the Control environment:Log in to Control. Navigate to Customization > Phrases. The Phrases Overview page appears. From the language picker drop-down list, select the preferred language for which you want to customize the phrase. Navigate to the phrase that you want to customize. Click Edit. The Edit Phrases screen appears.In the Translation pane, enter the new Singular and/or Plural phrase. Click Save Changes. The customized phrase appears in Destination.Configure Language Settings in DestinationLanguage settings in the Destination view allow you to see and verify how customizations appear to end-users. You can select the language from the language picker drop-down list. The system text on the interface changes to the selected language.Below is an image where the German language is selected from the drop-down list. Consequently, all phrases and metadata (highlighted in red) are displayed in German.Customize PhrasesTo customize phrases in the Destination environment:Log in to Destination. From the language dropdown list, select the language for which you want to customize phrases. Turn on the Phrases toggle. Click the edit button. A header field appears. Enter the new phrase. Click SAVE. Turn off the Phrases toggle. The phrase is updated successfully.Note: Phrase customization is limited to the particular language and does not impact phrases in other enabled languages. In the example below, the phrase topics in English is customized to Diskussionen in German. The term Diskussionen translates to Discussions in English. However, this customization does not impact phrase topics when English language is enabled.If you have any queries or feedback, please drop an email to docs@gainsight.com or post a reply to this article. Languages Fri, 22 May 2026 10:29:12 +0200 https://communities.gainsight.com/お知らせ-433/アカウントマネージャー座談会開催のお知らせ-30991 みなさんこんにちは！Gainsight Japanでアカウントマネージャーをしている伊藤です。定期的に開催している「アカウントマネージャー座談会」の開催のお知らせです！ Gainsight導入有無に関わらず、各社のアカウントマネージャーや既存顧客向けのセールスの方をご招待し、事例共有やグループディスカッションを通じて、悩みの相談や交流する場となっております。「AM同士の横のつながりが欲しい」「他社のやり方を知りたい」という方はぜひ気軽に遊びに来てください！ お申し込みフォーム・詳細：�こちら]※先着順で締切らせていただく場合がございます。  ️ イベントの詳細（主催：Gainsight）日時：2026年6月16日（火）18:30〜20:00（開場時間：18:15〜） 会場：株式会社RightTouch オフィス 住所：東京都品川区西五反田4丁目31−18 目黒テクノビル 2F（不動前駅から徒歩3分） 参加費：無料（ドリンクをご用意します！） 持ち物：お名刺、PC（当日のメモなどに必要な方はお持ちください） 定員：先着20名程度 定員の関係上、1社2名までのご参加とさせて下さい  ️ タイムテーブル（予定）18:30~18:40 オープニング 18:40~18:55 海外のアカウントマネジメント事例の共有（Gainsight） 18:55~19:55 グループディスカッション 19:55~20:00 中締め 20:00~20:30 交流会（任意）  開催の想い（本イベントの目的）AI時代のCS活動においても、「既存顧客の成功と収益の最大化」は変わらず大切なテーマです。だからこそ、CSMと連携しながら既存顧客への成功を最大化するアカウントマネージャーやカスタマーセールスの重要性がより一層増しています。しかし、CSとの役割分担や、攻めの提案（アップセル・クロスセル）の手法など、AM特有の悩みは尽きません。本イベントは、AM・既存営業として奮闘する皆様が、会社を超えてナレッジを共有し、明日から使えるヒントを持ち帰ることを目的としています。   こんな方の参加をお待ちしています！アカウントマネージャー／カスタマーセールス：既存顧客のエクスパンション・リテンションを主軸に置いている方 エクスパンションも担っているCSMの方 上記組織のマネージャー：AMとCSMの連携や、KPI設計に頭を悩ませている方  ご注意事項先着順で定員に達した場合は申し込みを締め切らせていただきます 芝生スペースを予定しており靴を脱いでご参加いただきますので、着脱しやすいお履物でお越しください。 タイムテーブル、登壇者は変更になる場合があります。 事前登録制となります。 営業目的での参加はご遠慮ください。 お知らせ Fri, 22 May 2026 10:25:48 +0200 https://communities.gainsight.com/ideas/outlook-calendar-widget-hiding-private-events-27619 Our CS team heavily uses the Outlook widget on Gainsight home and would like to have events set as “private” filtered out of the widget. Fri, 22 May 2026 08:34:03 +0200 https://communities.gainsight.com/ideas/request-for-cta-linked-unlinked-object-tracking-30989 Hi Team, We have received a request in to Support for the ability to track the linking and un-linking of Cockpit Associated Records. For example, if the Opportunity Object were linked to a CTA, Admins may find it helpful to be able to see what Opportunity records had been linked to a given CTA at various points in time, who made the change, and when for internal auditing and tracking purposes. Thanks for the consideration! Thu, 21 May 2026 23:15:56 +0200 https://communities.gainsight.com/meetings-office-hours-3/thursday-us-admin-office-hours-cs-platform-may-21-2026-11am-pt-12pm-mt-1pm-ct-2pm-et-pre-session-thread-30985 Hello everyone!This thread is for our upcoming Thursday Admin Office Hours session on Thursday, May 21, 2026 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, May 21, 2026 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/97839906826?pwd=88gXZ7tmsZEX1V6sFoRB6cYPp8Uz28.1&jst=2 Meeting ID: 978 3990 6826Passcode: 774757 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/arU8WZ269 Meetings & Office Hours Thu, 21 May 2026 20:55:35 +0200 https://communities.gainsight.com/ideas/gainsight-assist-chrome-plugin-move-the-icon-30988 Many of our customer facing teams and customers are Hebrew speaking so the little Gainsight Assist icon that pops up when you compose a message is in the way. There’s no way to move this now and I’d like to propose that it’s a movable icon. Small use case I know, but still helpful to our team.    Thu, 21 May 2026 20:03:47 +0200 https://communities.gainsight.com/ideas/idea-moderation-improvements-30987 We recently launched the Ideation module in our community and have been gathering feedback from our Product Managers on ways the moderation experience could be improved. Moving Ideas into our community has created a more unified customer experience, but there are several moderation and workflow capabilities our PMs relied on previously that would help streamline Idea management within Gainsight CC.Below are the enhancements our team would most like to see:Filtering & Idea ManagementIn our previous Ideas platform, filtering and reporting capabilities made it much easier for PMs to identify trends and customer activity. Our team would love to see additional filtering options such as:View all Ideas voted on by organization or email domain View all Ideas created by organization or email domain View all Ideas commented on by organization or email domain Easier workflows for identifying and merging related IdeasLonger term, our team would also be very interested in AI-powered Idea management capabilities to help:Identify duplicate or related Ideas Surface Ideas tied to similar topics or themes Analyze customer sentiment across submissionsWe realize AI functionality is a more forward-looking request, but wanted to share it as a future enhancement opportunity.Easier Idea MergingOur PMs would also love to see a more streamlined workflow for merging Ideas. Ideally:Click “Merge” Search for the related Idea using a type-ahead search (Idea name or URL) Complete mergeAdditionally, we’ve noticed that when Ideas are merged in Gainsight, the merged Idea currently only receives an automated comment at the bottom of the post. Users are still able to vote and comment on the original Idea, which can create confusion and fragment engagement across duplicate submissions.It would be helpful to improve the front-end experience and moderation controls for merged Ideas by:Displaying a more visible banner or notification at the top of the merged Idea Restricting additional voting and commenting activity on merged Ideas More clearly directing users to the active Idea threadModerator NotificationsWe would like the ability to assign PMs as moderators for specific product areas within Ideas. This would allow them to receive email notifications whenever a new Idea is submitted in the areas they oversee, helping them stay informed without needing to manually monitor the system throughout the day.Product Area PermissionsOne additional enhancement that would be valuable is the ability to restrict Idea submissions to specific product areas based on customer licensing. Ideally, licensing information could be used to create segments and we could give certain segments the ability to post in certain product areas. We recognize this is a complex request but would appreciate the consideration. Our customers are regularly posting in the wrong product area and it take a lot of time to manually sort and move posts.  Thu, 21 May 2026 19:50:39 +0200 https://communities.gainsight.com/ideas/allow-different-cta-default-statuses-by-type-30956 I’m surprised this idea doesn’t exist already. We should be allowed to set different default open and closed statuses by CTA Type rather than a default across the board.  Thu, 21 May 2026 19:35:51 +0200 https://communities.gainsight.com/ideas/allow-users-to-update-their-account-info-30986 We regularly have customers reaching out asking to update their usernames or email addresses. It would be helpful for customers to have the ability to update this profile information themselves, rather than requiring our team to make the changes manually in Control.This would give customers more control over their account information while also saving our team time managing these minor but frequent requests. Thu, 21 May 2026 19:12:14 +0200 https://communities.gainsight.com/ideas/auto-email-capture-attachment-image-support-30984 Attachment and Images Support in Timeline Activities while using Auto Email Capture.  Thu, 21 May 2026 18:57:52 +0200 https://communities.gainsight.com/all-about-pulse-8/countdown-to-pulse-2026-day-4-30983 ️ Expedition tip #4: There will be puppies. This is not a drill. Puppies of Pulse is back — available for snuggles AND adoptions. If you've never experienced the joy of decompressing between sessions with a dog who has zero opinions about your renewal rate, you are in for a treat.Pro tip: build this into your schedule. It goes fast, it's worth it, and it is genuinely one of the most talked-about moments every single year.The expedition has many highlights. This is one of them. ️  All About Pulse Thu, 21 May 2026 18:04:40 +0200 https://communities.gainsight.com/ideas/be-able-to-create-real-time-rules-on-person-and-company-person-objects-13802 Today, is only possible to create real-time rules on Company, Relationship and Relationship type. This is a huge pain for us not to be able to have real time available on Person and Company Person object.It would increase our efficiency and the accuracy of data, as it will tackle synchronisation issues we encounter with external tools. Thu, 21 May 2026 17:40:06 +0200 https://communities.gainsight.com/ideas/improve-domain-exclusion-list-administration-in-staircase-settings-30982 We are currently setting up automated email capture in Gainsight CS. Due to Fed Ramp requirements , we have a specific segment of customers whose emails cannot be processed by an external system.Right now, the only way to prevent this is by adding their domains to the Domain Exclusion List in Staircase Settings. However, because the system doesn't currently support wildcards (e.g., *.gov), I had to manually parse through our customer contacts for this segment and add nearly 600 domains individually.The current UI dialog is incredibly cumbersome for manual entries at this scale. Furthermore, this creates a major operational burden for us, as we will have to manually maintain and update this list every time a new customer onboarding falls into this category.Request:  We would like to see a more streamlined way to exclude domains or segments of customers from AI automation. Thu, 21 May 2026 16:47:15 +0200 https://communities.gainsight.com/customer-communities-cc-17/is-there-a-generic-url-for-the-logged-in-user-profile-30972 I would like to include into some coms a link to the profile of users, not the settings page, the main profile page where we can see the badges etc... Customer Communities (CC) Thu, 21 May 2026 15:16:11 +0200 https://communities.gainsight.com/staircase-ai-by-gainsight-302/staircase-ai-faqs-30980 General & Product  What does Staircase AI do? Staircase AI is a customer intelligence platform that automatically reads customer communications — emails, meetings, support tickets, and Slack channels — and uses AI to surface insights about customer health, sentiment, churn risk, and expansion signals. No manual logging is required.   What languages does Staircase AI support? Staircase AI can analyse and classify communications in all Latin languages and many others. Summaries and insights are always presented in English, regardless of the language used in the original communication.   Does Staircase AI have a mobile app? Staircase AI is mobile-responsive, allowing you to access reports and key features from a mobile browser. There is no dedicated native mobile app at this time.   Is there a sandbox environment available? There is currently no sandbox functionality in Staircase AI.   Does Staircase AI support multiple currencies? Staircase AI currently displays revenue values in USD. If your contracts are denominated in another currency, the values will be displayed with a $ symbol in the UI.   How far back does Staircase AI pull historical data? By default, Staircase fetches up to 12 months of historical communications and retains data for 18 months. Numerical data, events, and statistics are retained indefinitely. These values are configurable — contact your account team if you need a different retention window.   How often is data synced from my CRM? CRM data (accounts, contacts) is synced to Staircase approximately every 2 hour.  Meetings & Summaries  Why isn't a meeting summary being generated? The most common reasons a meeting summary is not generated: The meeting was not recorded, or transcription was not enabled on the meeting platform. The meeting organiser is not an internal team member — Staircase requires the organiser to be an internal employee. The account is set as a Relationship rather than a Company. AI Follow-Up only works for Company accounts. There is an email domain mismatch between the meeting platform and Staircase. For Microsoft Teams: the application access policy may not be assigned to the organiser. The meeting was rescheduled without updating the original calendar event. Connection Authrised user doesn’t permissions to read transcripts. If the meeting appears in Staircase under Reports > Meetings with a green checkmark in the 'Has Transcript' column, but no summary exists, please contact support.   Can I re-fetch past meeting summaries? Yes. By disconnecting and reconnecting your meeting platform integration, Staircase can re-fetch meetings from up to the last 3 months. Note that no email notifications are sent for historically re-fetched meetings — they are synced silently in the background.   Can I export the meeting preparation summary? No. The meeting preparation summary is emailed to the meeting organiser before the meeting and cannot be exported.    Who receives the meeting summary email after a meeting? Meeting summary reports are sent by default to the organiser and any other attendees who have enabled notifications. They are not automatically sent to the account owner — notifications must be manually enabled.   What types of summaries are available? Account Summary — Updated twice daily at 8 AM and 8 PM UTC. Can be exported. Meeting Summary — Generated within a few hours after the meeting ends. Can be exported. Meeting Preparation Summary — Emailed to the organiser before the meeting. Cannot be exported.   Can Staircase retrieve transcripts if a Zoom bot recorded a Teams meeting? No. Staircase retrieves transcripts using the video conferencing link in the calendar event. If the calendar event contains a Teams link, Staircase checks Teams only. It cannot retrieve transcripts recorded separately by a third-party bot (such as a Zoom bot).  Emails & Communications  What emails does Staircase AI capture? Staircase reads emails from connected mailboxes that involve at least one external stakeholder (a contact from a customer domain). Internal-only emails are not ingested. Emails are generally brought into the system within an hour of being sent, with full processing (analysis and insight generation) taking a few hours.   Why are some emails missing from Staircase? The user's mailbox is not connected — check that the domain install is complete. The stakeholder is marked as 'Excluded' — excluded contacts are not tracked at all. The stakeholder is marked as 'Automated' — their emails are tracked but shown as hidden. The stakeholder is linked to a different account in your CRM — check the contact's account assignment.   What are 'hidden' communications? Some interactions are logged but not shown in the default view. This includes emails from stakeholders classified as 'Automated' (e.g., billing@, no-reply@, notifications@) and identical copy-pasted emails sent by a teammate to multiple stakeholders across different accounts. You can adjust automated email detection settings under Settings > General.   Does Staircase read internal team emails? No. Staircase only processes communications that involve at least one external customer contact. Internal-only emails are never ingested.  Scores & Insights  How is the Engagement Score calculated? The Engagement Score counts only customer-initiated interactions: emails sent by the account, chat messages, meeting attendance, and support tickets submitted by the customer. Messages or outreach sent by your own team (CSMs, AMs) to the customer are not counted.   How is the Sentiment Score calculated? Sentiment is based on the content of communications, not the tone. Every communication is classified as Positive, Neutral, or Negative by AI. More recent communications carry more weight (using an exponential decay function). Support ticket content often scores as negative even when the tone is neutral, because it describes issues or problems. Including support tickets in sentiment scoring is opt-in — contact your admin to enable or disable this.   What is 'Ask Staircase' (AMA) and what data does it use? Ask Staircase (AMA) lets you query your customer data in natural language. It searches the last 90 days of communications only, and reviews call summaries and email threads. It does not include CRM data such as ARR, renewal dates, or revenue figures.   How does the Churn Analysis report work? The Churn Analysis report is only generated if at least 8 accounts have AI Churn Analysis enabled. Once churn risk is detected for an account, it remains flagged for 90 days. An account exits the 'No Renewal Discussion' group only when a Renewal or Commercial discussion is detected — a Renewal insight alone is not sufficient.   How does the Expansion Summary work? Staircase scans for expansion signals weekly. An existing expansion summary remains valid for up to 90 days. The summary is only updated when new expansion signals are detected.  Stakeholders & Contacts  Can I remove a stakeholder from Staircase? There is currently no UI option to remove a stakeholder. We recommend disabling them instead. Disabling a stakeholder removes their existing communications from Staircase and stops future communications from being ingested.   If I re-enable a disabled stakeholder, will past communications come back? Yes. Re-enabling a stakeholder will trigger a re-fetch of up to the last 12 months(for paid ST instance) of communications linked to that stakeholder. This may take some time to load.   When is a stakeholder marked as 'Human Inactive'? A stakeholder is marked as Human Inactive after 90 days of no activity, or after 2 weeks if a farewell or departure event is detected. Stakeholders with an assigned role are not moved to Inactive. Also note that if Staitcase finds any email for a Human(inactive) Stakeholder, we automatically mark the Stakeholder. Human(Active). It just indicates there are no communications for this Stakeholder. It doesn’t block reading the communications.   How are stakeholders automatically classified as 'Automated'? Staircase identifies automated senders based on behaviour patterns such as: Sending repetitive or identical messages to multiple recipients. Using email prefixes commonly associated with automated systems: billing@, notifications@, marketing@, no-reply@, accounts@.  Data Sync & CRM  What happens when an account is merged in my CRM? Staircase does not support native account merges. When a CRM account is deleted (the 'losing' account in a merge), Staircase moves it to an internal trash state within 24 hours. For 7 days, communications from the deleted account remain attached to that trashed record and will not automatically reassign to the winning account. After the 7-day window, triggering a manual re-sync of the winning account will correctly pull in those communications.   Why are some support tickets not syncing to Staircase? Staircase only records tickets created directly by a stakeholder or client — tickets submitted internally by a support agent on the client's behalf are not synced. The requester must be a contact associated with the account the ticket is linked to. If there is a mismatch (e.g., the contact is in a parent account but the ticket is on a child account), it will not sync.   How does Staircase resolve account domains from Salesforce? The primary domain is set to the one used by the majority of contacts on the account. Secondary domains are added if at least 2 contacts share that domain. If a domain appears in only one contact's email, it is not added as an account domain — but the contact is still imported as a stakeholder. If the same domain appears across multiple accounts, domain syncing is disabled for that domain and contact syncing is used instead.   What are the character limits for summaries pushed to Gainsight? Summaries pushed to Gainsight via CRM sync are capped at 1,000 characters.   What field types are supported for CRM filters? CRM filters in Staircase support picklist and boolean fields only. Other field types (text, number, date, etc.) are not supported.  Access & Authentication  A user can't log in — how do I troubleshoot? Work through these steps in order: Check Settings > Staircase AI Users to confirm the user exists with the correct email address. This is the source of truth — do not rely on the Team tab, which may lag after email changes. Confirm the user's email domain is listed in Settings > Organisation Domains. If it is missing or was recently changed, add it, then remove and re-add the user's role and wait ~5 minutes. If your organisation uses Okta SSO, confirm the user is logging in via the Okta login path — not the Google or Microsoft buttons on the login screen.   How do I deactivate or remove a user? For organizations using Gainsight CS for user management: remove the Staircase role from the user in Gainsight CS Administration > User Management. On the next sync, the user will be deprovisioned from Staircase. Alternatively, deactivate the user in Gainsight CS entirely. Historical communications are retained for the standard 12-month period.   Can I merge two user accounts? Yes. Ensure both user accounts have exactly the same First Name and Last Name, and Staircase will automatically merge them.   I see the error 'Staircase AI App can only connect to external channels' in Slack — what does this mean? This error occurs when you use the Connect command for an internal Slack channel. For internal channels, go to Channel Settings > Integrations > Add App and add the Staircase app directly. You do not need to use the /connect command for internal channels.  Integrations & Setup  Does Staircase AI support API integration? Staircase AI does not currently support a public API integration. Data can be accessed via the export feature or through CRM writeback. API integration is on the product roadmap.   Does Staircase integrate with Jira? Yes. Staircase integrates with Jira for customer support portal data. Only one Jira project can be connected at a time. Only Jira Cloud is supported — Jira Data Center is not.   Does Staircase integrate with ServiceNow? Staircase supports the ServiceNow Case object. The Incident object is not currently supported.   How do I re-fetch historical meetings? Disconnect and reconnect the relevant meeting platform integration. During reconnection, you can select how many months of meetings to re-fetch (maximum 3 months). Note: no email notifications are sent for historically synced meetings.   What happens to my data when I switch from Salesforce to Gainsight as my CRM? Switching is seamless if both systems were synced and share the same accounts and contacts. Gainsight uses the Salesforce account ID as a key to remap existing data — no refetching or delay is required. Switching from HubSpot or Pipedrive to any other CRM requires engineering assistance.  Known Limitations The following features have current scope limitations that are by design:  Feature Current Limitation AI Follow-Up / Meeting Summaries Companies only — not Relationships Ask Staircase (AMA) 90-day lookback; no CRM data (ARR, renewal dates, revenue) Google Calendar + MS Teams Not supported (Microsoft API limitation) Meeting preparation summary Cannot be exported Stakeholder removal No UI option — disable instead Jira integration One project only; Cloud only (no Data Center) ServiceNow integration Case object only (not Incident) API integration Not currently available; on roadmap Expansion Analyst sync Does not sync to Salesforce opportunities Custom lifecycle events Do not reference meeting transcripts PII anonymisation Applies to data ingested after activation only Churn Analysis report Requires ≥8 accounts with AI Churn Analysis enabled CRM filter fields Picklist and boolean fields only Historical meeting re-fetch Maximum 3 months via disconnect/reconnect   Staircase AI by Gainsight Thu, 21 May 2026 12:40:12 +0200 https://communities.gainsight.com/all-about-pulse-8/can-t-make-it-to-pulse-usa-2026-watch-the-keynotes-live-30968 Hey everyone  If you're not able to join us in person this year, you can still catch the biggest moments from Pulse 2026, both keynotes will be live streamed! Register here:Day 1 Keynote: Charting the Future of RetentionWednesday, May 27 | 8:30-10:00 AM PTRegister: https://splash.gainsight.com/pulse2026day1Day 1 explores how the Intelligence Revolution is redefining software, customer relationships and the future of retention, pushing every company to rethink how outcomes will be delivered in the age of AI. Through an expedition of industry-defining customer moments and major platform announcements, Gainsight will unveil a bold new agentic vision that combines trusted infrastructure, deep customer context and emerging AI capabilities to drive retention at a scale never before possible. The keynote culminates in a reveal of how Retention as a Service can be delivered through a transformative new model for the future of post-sales. Day 2 Keynote: Retention-as-a-Service RealizedThursday, May 28 | 9:00-10:30 AM PTRegister: https://splash.gainsight.com/pulse2026day2Day 2 is where the future of agentic customer success comes to life. Through major product announcements, live demos and real-world use cases, Gainsight will show how AI agents, customer intelligence and connected digital experiences are transforming the way teams scale retention, expansion and customer outcomes. From copilots and MCP integrations to prebuilt agents and next-generation digital engagement, attendees will see how Gainsight is turning the vision of Retention as a Service into something teams can actually deploy. Register for one or both sessions, block your calendar, and join the conversation here in the community after each keynote.We cant wait to hear your thoughts!  All About Pulse Thu, 21 May 2026 09:11:53 +0200 https://communities.gainsight.com/product-experience-px-16/where-has-the-bookmarks-button-gone-30975 In PX where has the bookmark button gone?I do not see it on the report next to Export like it used to be as per the documentation.   I am looking to export weekly the reports. I currently have some in the Email Reports section, but not the ones I want. On a general note, the Documentation seems to be lacking in updates and I often find it is old product imagery or out of date workflows. Product Experience (PX) Wed, 20 May 2026 21:15:59 +0200 https://communities.gainsight.com/ideas/user-overview-filtering-add-badge-filtering-option-is-all-of-none-of-30978 It would be really useful to be able to filter users (and create a segment) by matching all selected badges , and none of the selected badges.I would like to see the users who have completed a series of badges, or are still in the running. Use these segments for email campaigns and widget visibility.Cheers! Wed, 20 May 2026 20:47:26 +0200 https://communities.gainsight.com/all-about-pulse-8/countdown-to-pulse-2026-day-3-30977 ️ Expedition tip #3: The best conversation of Pulse might not be on a stage.This year we're bringing Braindate to Pulse — and I've only been trying to make this happen for four years, so no big deal. Braindate lets you host or join 45-minute small-group conversations built around what you're actually navigating right now. A challenge you can't crack. A playbook worth sharing. A question you'd love to unpack with people who genuinely get it.No panels. No pitches. Just real dialogue with peers who do what you do.Start thinking about what conversation you'd want to have. Find out more from the Pulse mobile app or by visiting https://pulse26.braindate.com/ 🗺️ All About Pulse Wed, 20 May 2026 20:44:18 +0200 https://communities.gainsight.com/customer-communities-cc-17/new-forethought-ai-agent-in-gainsight-community-beta-30953 We're excited to share that we've just rolled out a new Forethought AI Agent on the Gainsight Community — and you're among the first to try it. This is a significant evolution of our existing AI Answers feature. By integrating Forethought directly into our search experience, you'll get a richer, more conversational way to find answers across our community content and documentation. How it Works:Conversational AI answers — Ask a question in natural language and get a structured, summarized response drawn from community discussions and product docs Follow-up questions — Refine your query without starting over; the AI keeps context as you dig deeper Clarification prompts — When your question is ambiguous, the AI will ask a clarifying question to give you a better answer Try it out: Head to the search bar on the community homepage, type a question, and see it in action. We'd love your feedback — it's what helps us shape what comes next.A note on the beta: This is a beta release, so you may notice some rough edges as we continue to polish the experience. If you spot a bug or have feedback, please drop a comment on this post — we're actively iterating.Why we’ve added this feature: This is part of our broader Digital Customer Hub vision, bringing together community, education, and AI-powered support into one seamless customer experience.Stay tuned: We'll be rolling this out more broadly later this quarter, and you'll see it featured at Pulse.Thank you to ​@Graeme Rycyk and his team for their hand work! Try it now and let us know what you think  Customer Communities (CC) Wed, 20 May 2026 17:33:08 +0200 https://communities.gainsight.com/all-about-pulse-8/pulse-2026-is-almost-here-give-us-a-little-teaser-30614 Hey!Pulse 2026 is fast approaching and we are so looking forward to all the speaker sessions we get to be a part of!   Call for all speakers to:Register on this community if you don’t have a profile yet Make sure to jazz up your profile with all your details & a great headshot. If you already had an earlier profile that you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Give us a session teaser! We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting to those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here. Need some inspiration? Here’s how @JessicaKrieg ​introduced their session for Pulse Europe 2025!  ​ ​  Last but not least:Your profile will receive a brand new Pulse 2026 Speaker badge soon! Looking forward to hearing from you in the All About Pulse area here on the community.  All About Pulse Wed, 20 May 2026 16:45:49 +0200 https://communities.gainsight.com/all-about-pulse-8/are-you-smarter-than-an-ai-chatbot-join-my-workshop-at-pulse-2026-30974 Come one, come all as I challenge your listening and critical thinking skills by playing clips from an actual customer discovery conversation. Then we’ll compare how you did versus an AI Chatbot! Perfect for leaders who want to upskill their teams. Super practical for individual contributors who want to start having more revealing customer calls ASAP. Guaranteed to be informative and fun.https://youtube.com/shorts/ZqYS9yoIU3g?si=wAbQm_tgBLXMDXbi   All About Pulse Wed, 20 May 2026 16:45:00 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/skilljar-anyone-using-skilljar-s-ai-tutor-yet-30941 Has anyone had success with the new AI Tutor feature?I've been testing it out and I'm finding the responses generally unreliable at this point— some answers are inaccurate, and I can't figure out where it's pulling information from to troubleshoot or find a way to improve the responses.A few things I'm trying to understand:- Is it reading caption files? Scanning video content directly? Pulling from course text?- Is anyone using this successfully in production, or are others hitting the same wall?- Is there a way to control or influence what it's trained on that I'm missing?We build software training courses where accuracy really matters, so "close enough" isn't an option. Would love to know if others have found a way to make this new feature work. Thanks! CE & Skilljar by Gainsight Wed, 20 May 2026 16:13:03 +0200 https://communities.gainsight.com/ideas/cloning-user-group-30973 Things would be a lot easier if we could clone existing User Groups, as often customers only change one of the 5 or so filters which is applied for dynamic filtering. Wed, 20 May 2026 15:00:08 +0200 https://communities.gainsight.com/customer-success-cs-15/clone-user-groups-30957 We use User Groups pretty extensively for assigning out CTA’s. Things would be a lot easier if we could clone existing User Groups, as often I am only changing one of the 5 or so filters I have applied for dynamic filtering. Customer Success (CS) Wed, 20 May 2026 14:52:51 +0200 https://communities.gainsight.com/ideas/ai-cheatsheet-accolades-section-30971 Hi Team,Customer saw a data display inconsistency when expanding an accolade in AI Cheatsheet.While the date associated with the summary is correctly recorded as April 13, 2026 at 1:23 PM, it is being incorrectly displayed as having occurred 5 months ago.Screenshot for reference:https://share.zight.com/o0udwl4yThe customer would like the ability to manually edit the Highlight date directly, rather than having to modify the Notes section to reflect any changes. This would allow other users to be notified of any corrections or updates made to the Cheat Sheet content in a more streamlined manner.And also more deterministic matching, reduced sensitivity to content noise in AI Cheatsheet. Wed, 20 May 2026 14:37:10 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-organize-ideas-and-product-updates-by-category-for-better-discovery-open-beta-30310 Make it easier for your community to find, explore, and contribute ideas with category-based organization for Ideas and Product Updates.With this enhancement, Ideas and Product Updates can be created directly within Community Categories, helping keep feedback aligned to the right product areas and improving navigation across the Community experience.This means cleaner organization, better filtering, and a more intuitive way for members to engage with the content that matters most to them. What’s NewMandatory category selection for new Ideas and Product UpdatesEvery new Idea or Product Update must be assigned to a Community Category before it’s published, ensuring consistent organization across your Community.Category-based filtering in Destination viewMembers can now filter Ideas and Product Updates by category, making it easier to discover content related to specific products or topics.Role-based access control Leverage existing category permissions to securely scope Ideas or Product Updates to specific user roles or groups.Tabs widget support for Ideas and Product UpdatesThe Ideas and Product Updates tab includes category-based filtering, allowing users to view content by product area alongside other supported content types. Learn MoreLearn how to organize Ideas in Categories: Getting Started with Customer Community Ideation Learn how to manage Product Updates by Category: Getting Started with Product Updates  Shoutout to the Limited Beta CrewBig thanks to the teams at Cognite, Alliant, KPN, and Adobe for putting Ideas and Product Updates in Categories to the test! Your feedback helped ​@Larry and the rest of Gainsight’s Product and Development team polish the experience for communities everywhere. Also in this Release: Experience Faster, Smarter Community Data Exports with Exports Enhancement (GA)Gainsight has enhanced Community’s data export functionality, delivering better data accuracy, broader insights, and a smoother user experience with the new Exports v2.  Check out the Exports Enhancements Release Notes and Ideas and Product Updates in Categories Release Notes for more details. Have questions or feedback? We’d love for you to join our Open Beta Group for Ideas and Product Updates in Categories, drop a comment below, or better yet, ask our new AI!  Wed, 20 May 2026 13:03:33 +0200 https://communities.gainsight.com/cs-ops-分科会-428/クロスセルのアプローチ状況管理-30918 下記のような項目をイメージして、クロスセル商材のアプローチ状況を管理したいと考えているのですが、どのオブジェクトで管理するケースが多いでしょうか？カンパニーだと、プロダクトが増えるほど項目も増えていきそうなので、何か最適な場所・管理方法がないか模索しています。 作成項目例・前回提案日（プロダクトA）、前回提案日（プロダクトB）・再アプローチ可否（プロダクトA）、再アプローチ可否（プロダクトB）・メモ（プロダクトA）、メモ（プロダクトB）・通知送付日_プロダクトA（slack通知日のスタンプ）!--> CS Ops 分科会 Wed, 20 May 2026 09:06:31 +0200 https://communities.gainsight.com/cs-ops-分科会-428/契約とリレーションシップについて-30919 契約レコードの同期方法について相談です。 現在Salesforceでは、①契約オブジェクトと②CSが管理する顧客のオンボーディング情報を持つオブジェクトが分かれて存在しています。②をgainsightのリレーションシップに同期しようとしているのですが、①の契約オブジェクトはどこに同期するのが良い等ベストプラクティスはあるでしょうか？カスタムで作るべきか、標準でふさわしいのがあればそちらに同期しようと考えています CS Ops 分科会 Wed, 20 May 2026 08:41:18 +0200 https://communities.gainsight.com/ideas/search-email-templates-by-subject-30963 As useful as naming an email template is, having folders, etc., none of that really helps you when you get a screenshot of an email from a CSM asking for some information on an email.Would be great if we could search Email Templates by subject, which is more commonly used, and actually available information from looking at the email itself.Yes, you might have multiple with the same name, but it can help narrow things down quite a bit. Tue, 19 May 2026 21:54:56 +0200 https://communities.gainsight.com/meetings-office-hours-3/tuesday-us-admin-office-hours-cs-platform-may-19-2026-1pm-pt-2pm-mt-3pm-ct-4pm-et-pre-session-thread-30962 Hello everyone! This thread is for today’s Tuesday US Admin Office Hours session, Tuesday, May 19, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, May 19, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/91309361364?pwd=PvFiHJ5a1urGo5Lj9IJiBQ7Qi5UUmE.1&jst=2 Meeting ID: 913 0936 1364Passcode: 292293 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/ac3pr3Vfwk Meetings & Office Hours Tue, 19 May 2026 19:59:11 +0200 https://communities.gainsight.com/customer-success-cs-15/group-send-logging-to-timeline-30961 Hi All! I recently became a GS Admin for my company, and this is my first time posting here so forgive me if this has been mentioned or asked. I was a previous CSM so we are gearing up to send mass emails to clients to let them know of my transition. With that, I am learning that we can do “group send” in GS. Looking at the User Guide, I noticed that the email preview shown (see attached) shows log to timeline however when I tested this myself the log to timeline option doesn’t show. If I do a group send to multiple people across various companies, will it not show in their company timeline? Is there something I am missing? Any help would be greatly appreciated! Customer Success (CS) Tue, 19 May 2026 19:22:17 +0200 https://communities.gainsight.com/ideas/make-the-check-out-page-for-ilts-optional-in-workflow-30960 When selecting the button on the top of a course overview page for an ILT course, it brings you to seemingly a “check-out” or “purchase” page, that doesn’t have any of the event times listed, and a user would have to click “select” again in order for options to appear. Ideally, wanting this to look like the bottom of the course overview page (if that’s enabled) where users are brought to just a catalog view of times to select from. Since we do not utilize the purchase function (yet), potentially it could be an admin option in the settings to toggle on and off.  Tue, 19 May 2026 18:59:20 +0200 https://communities.gainsight.com/all-about-pulse-8/countdown-to-pulse-2026-day-2-30959 Expedition tip #2: Skip the Wednesday morning chaos. Show up Tuesday. The Opening Expedition on Tuesday evening is honestly one of my favorite parts of Pulse — and the most underutilized by first-timers.Pick up your badge. Get oriented. Join a team, claim your exclusive Pulse team t-shirt, and actually meet people before the conference floor gets loud. Light bites, good drinks, and the kind of easy conversations that only happen before the schedule takes over.Every great expedition starts with the right preparation. See you there. ️ Tuesday, May 26th1:00-5:00 PM Caesars Forum All About Pulse Tue, 19 May 2026 17:47:02 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-stop-spam-before-it-starts-with-ai-powered-user-profile-moderation-30936 The Moderation AI Agent now screens new user registrations automatically, stopping spam bots and NSFW accounts before they ever set foot in your community. Screen New User Profiles with AI-Powered ModerationAI screening at the point of registration When a new account is created, the Moderation AI Agent evaluates it using the same intelligence applied to community posts. Accounts flagged for spam or NSFW content are automatically set to Banned and moved to the Banned Users group, with no manual review required.Five profile fields analyzed The AI evaluates username, email address, signature, custom profile fields, and avatar image to make its determination.Role-based exclusions built in Admins, Community Managers, Moderators, and Superusers are never screened, regardless of your settings.Get Started Navigate to AI > Moderation Agent in Customer Communities Control and turn on the User profile moderation toggle. AI Answers Analytics in the Search Analytics Dashboard (Beta)If you're running AI Answers, you can now measure how members are actually engaging with it. The Search Analytics Dashboard has been updated with a dedicated AI Answers Analytics section, giving you clear visibility into answer adoption and quality.New metrics now tracked: Total Summaries Generated: How many AI Answers have been created Impressions: Unique views or interactions with an AI Answer lasting 10+ seconds Sources Clicked: Clicks on inline links and cited sources within AI Answers Continue Reading Clicked: How often users expanded a full AI Answer Show All Sources Clicked: How often users expanded the sources list Helpful / Unhelpful Feedback: Direct thumbs-up and thumbs-down signals from members Note: AI Answers Analytics metrics are measured starting from April 28, 2026.To access the dashboard, navigate to Analytics > New Dashboards (BETA) in Customer Communities Control. Make Images Clickable in Posts and TopicsYou can now hyperlink images directly in the rich text editor. After uploading an image to a post or topic, click on it and select the Hyperlink option to attach a URL. Once published, clicking the image opens the linked URL in a new tab, turning any image into a clickable, navigable element. Images without a hyperlink will continue to open in a lightbox. Images with a hyperlink skip the lightbox and take the user directly to the linked URL instead. Check out the Release Notes for more details. Have questions or feedback? Drop a comment below — or better yet, ask our new AI!  Tue, 19 May 2026 13:47:38 +0200 https://communities.gainsight.com/customer-communities-cc-17/user-groups-adding-ideation-as-a-content-type-30908 Hello Experts,I have a use case where some large customers want to have a private area to submit ideas. There is a security component, so they want to be able to submit ideas to our teams but not necessarily share with other customers. I know this sometimes sounds contrary to the obvious- but considering privacy concerns regarding competitors, industries and even location this is a topic to consider. Easiest solution is to allow ideation as a content type within the user groups. Would love to hear other potential solutions/feedback?Perhaps making an anonymous account for posting ideas on behalf of customers who don’t want to be associated with the idea but can still track them. TIA for your ideas and feedback!!!Sara Customer Communities (CC) Tue, 19 May 2026 12:52:58 +0200 https://communities.gainsight.com/customer-communities-cc-17/system-email-unsubscribe-option-anyone-direct-to-notification-settings-instead-of-unsubscribe-30890   Thanks for looking,I’m still new here and exploring the extensiveness and customization available with GS communities.We all know that unsubscribe is required on the footer for all system or enterprise sent emails. Has anyone changed the unsubscribe ‘button’ page to essentially link to the profile/settings/notifications instead?  I would prefer to get people to customize their notifications prior to hitting an opt-out button which is nebulous.  Unsure about login status with this approach - will it prompt me to log in or just give a 404 error if I’m not already logged in? The system emails are very flexible. I hope it will be a matter of just getting the right code and testing it out.Thoughts recommendations?     Customer Communities (CC) Tue, 19 May 2026 12:49:49 +0200 https://communities.gainsight.com/ideas/email-to-timeline-functionality-attachments-enhancement-7604 Hey, Just found out that the images in one's signature are counted towards the 5 attachments limit in the email to timeline functionality. Is it possible to count only the actual attachments and take the images in signature in consideration only for the size limit? What do you think? Thanks, Lucian Tue, 19 May 2026 10:33:16 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/playbookに登録したタスクリストの順序-30917 PlaybookとCTAについてで以下質問させてください。CTA発火時に、所有者へPlaybookのタスクリストを割り当ててCTAにタスクリストを見せていますが、CTA上のタスクリストの表示順がPlaybook上で作成したときの表示順と異なっているようにみえます。この表示される順序について、何かソート順のルール等ありますでしょうか？Playbookで登録する表示順で、CTAのタスクリストも表示したい、ということがやりたいこととなります。どうぞよろしくお願いします。 カスタマーサクセス（CS） Tue, 19 May 2026 05:22:22 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/joでqueryはヒットするがaudienceだと同期が0になってしまう-30930 お世話になっております。JOで以下のProgramを作成しているのですが、Audience Syncで詰まっており、解決策をご存じでしたらお伺いしたいです！Programでやること カンパニーの顧客のうち、「通知送付日」がプログラム実行日から180日前である場合、Slackに通知を送付する 通知送付日は、カンパニーのカスタムフィールド（DateTime型）です プログラムは日次で実行する想定です 起きていること クエリでデータを成形し、テスト用データが1件ヒットする状態（添付1枚目） Audience Synceをすると、0件になる（添付2枚目） Advanced Settingsは以下の通り： Mandatory Fields Company ID：GSID（カンパニー） Recipient Email Address：メール（ユーザー） Uniqueness Criteria Fields GSID（カンパニー） Audience Re-Entry Criteria Audience with the following statuses can re-enter the program. で全て選択済み やってみたこと Syncし直し ルールの作り直し（クローンではなく、ゼロから作成） よろしくお願いいたします。 カスタマーサクセス（CS） Tue, 19 May 2026 02:18:22 +0200 https://communities.gainsight.com/ideas/allow-user-to-edit-the-title-of-their-topic-19599 Hi all, I'd like all users to be able to edit the title of their topics. This is currently not possible, so a moderator will have to edit it on behalf of the user. Best, Ditte Tue, 19 May 2026 00:30:38 +0200 https://communities.gainsight.com/ideas/shadow-banning-30603 I would like the ability to shadowban users where they can still reply or post topics but they are invisible to other users (moderators excluded)or to have them placed “on parole” where all of their contributions would be pending until approved or denied by a moderator Tue, 19 May 2026 00:29:35 +0200 https://communities.gainsight.com/ideas/open-company-in-a-the-same-tab-30021 It’s driving me and my team crazy that when we open a company it opens in a new tab. We’re constantly getting tab clutter. This isn’t currently a tenant change that can be made - it’s global. Proposing here that this becomes and option for us to choose and set our system default for.  Tue, 19 May 2026 00:21:06 +0200 https://communities.gainsight.com/product-updates/skilljar-gainsight-customer-communities-integration-one-destination-for-learning-and-connecting-30842 Your learners shouldn't have to remember which tab has their courses and which one has the community. They shouldn't have to log in twice, search in two places, or lose their place every time they switch. That friction is real and it quietly chips away at engagement every day.That's why we built the Skilljar + Gainsight Customer Communities Integration, apart of Gainsight’s Digital Customer Hub. Shared customers can now connect both platforms into a single, seamless learning experience.  Unified Login & ProfileLearners sign in once through their Gainsight CC SSO and get instant access to both Community and Academy. Think about your new customer onboarding flow. Right now, a new user lands in your Community to meet other customers and get oriented, then they hit a wall the moment they try to access training. A separate login, a new password, another account to manage. That's friction at the exact moment you need momentum most. By being logged into both platforms, and with shared navigation enabled, users also have a Unified Profile. The Community profile replaces the native Skilljar profile, so users see one consistent identity as they move between Academy and Community. Skilljar-specific details like course progress and certifications are still accessible through "My Learning" in the profile menu.🧭 Unified NavigationCommunity branding and navigation can now be embedded directly inside Skilljar Builder Pages. Learners move between training and community content without ever feeling like they've left.Here's a scenario your learners live every day: they're halfway through a course, hit a question, and want to see if someone in the community has already answered it. Today, that means opening a new tab, logging in again, and trying to pick up where they left off in your Academy.  Federated SearchOne search bar = results from both Skilljar and Community. Learners find the course, article, or discussion they're looking for, wherever it lives.When a customer searches "how do I…," the answer might be in a Skilljar course, a Community discussion thread, or both. Right now they have to check each place separately and if they don't find it on the first try, most give up and open a ticket.Federated Search surfaces everything in one result set. Customers self-serve faster, your support team handles fewer repeat questions, and the training content you've invested in actually gets discovered.  Education Widgets in CommunityYou can now embed Skilljar content directly on your Community pages, complete with progress bars, thumbnails, and customizable layouts.Your Community is already where customers go to stay current on your product. When you post a new feature announcement, that's prime real estate to say "here's the course that shows you how to use it." Without this integration, that connection never happens, instead it goes something like: the update goes out, customers read it, and the training stays locked in your Academy.Education Widgets let you embed the right course next to the right conversation. Your community homepage can greet new members with a "Start here" learning path. Admins configure everything directly from the Community widget library, no code required. What’s NextThis is the first step toward a fully connected learning and community experience. We're already working on what comes next: deeper personalization, richer profile data across platforms, and more ways to reward engagement across both spaces.For now, connect your Skilljar and Gainsight CC instances and see what it feels like when your Academy and Community work as one. Get StartedTo get started, our Help Article walks you through setting up a short enablement session with our team. Once the initial connection is in place, admins configure everything else on their own. Help Article Release Notes  Tue, 19 May 2026 00:08:18 +0200 https://communities.gainsight.com/customer-communities-cc-17/will-ai-answers-respect-custom-roles-30871 Hi all,We are currently considering implementing the AI Answers functionality in our community. However, our community is private and heavily reliant on access to forums and other areas regulated by custom roles.Will AI Answers respect the community‑defined boundaries and permissions when providing answers to users?Best regards,Kristian Customer Communities (CC) Mon, 18 May 2026 22:11:21 +0200 https://communities.gainsight.com/all-about-pulse-8/countdown-to-pulse-2026-day-1-30954 ️ One week til Pulse! Consider me your personal expedition guide.All this week I'm dropping daily tips to help you make the most of Pulse 2026. Starting with the one that'll save you the most heartbreak:Register for your sessions in advance.With 85+ sessions across tracks, a little planning goes a long way toward building the day that's right for you. Jump into the mobile app now, build your agenda, and lock it in.What's the first session you're claiming? Drop it below All About Pulse Mon, 18 May 2026 22:05:11 +0200 https://communities.gainsight.com/community-news-2/new-forethought-ai-agent-in-gainsight-community-beta-30955 We're excited to share that we've just rolled out a new Forethought AI Agent on the Gainsight Community — and you're among the first to try it. This is a significant evolution of our existing AI Answers feature. By integrating Forethought directly into our search experience, you'll get a richer, more conversational way to find answers across our community content and documentation. How it Works:Conversational AI answers — Ask a question in natural language and get a structured, summarized response drawn from community discussions and product docs Follow-up questions — Refine your query without starting over; the AI keeps context as you dig deeper Clarification prompts — When your question is ambiguous, the AI will ask a clarifying question to give you a better answer Try it out: Head to the search bar on the community homepage, type a question, and see it in action. We'd love your feedback — it's what helps us shape what comes next.A note on the beta: This is a beta release, so you may notice some rough edges as we continue to polish the experience. If you spot a bug or have feedback, please drop a comment on this post — we're actively iterating.Why we’ve added this feature: This is part of our broader Digital Customer Hub vision, bringing together community, education, and AI-powered support into one seamless customer experience.Stay tuned: We'll be rolling this out more broadly later this quarter, and you'll see it featured at Pulse.Thank you to ​@Graeme Rycyk and his team for their hand work! Try it now and let us know what you think  Community News Mon, 18 May 2026 21:53:11 +0200 https://communities.gainsight.com/ideas/some-legitimate-css-properties-are-not-recognized-by-the-community-platform-30319 Hi all,I noticed several CSS properties are not recognized by the custom CSS interface and result in an error that prevents publishing.So far, I’ve found the following unrecognized properties:aspect-ratio gap row-gap webkit is also not recognized Idea:Instead of preventing publishing how about a warning with the option to “Publish Anyway” Thanks! Mon, 18 May 2026 17:54:10 +0200 https://communities.gainsight.com/ideas/how-to-report-on-cheat-sheet-usage-24428 I know that there is a desire for easier reporting on Cheat Sheet usage data, and I agree that it would be nice to have this data in Report Builder, perhaps in the GS Asset Usage Tracking object. In the meantime, however, I did want to share how we are reporting on Cheat Sheet (note: this only applies if you have access to Gainsight’s Administration tab.) If you go to your Administration > General > Gainsight360, you’ll see two different relevant reports: Overall Usage Page Views Events and Feature Usage. In both of these you can access the filters and manually change one to include “contains Cheat Sheet.” Here’s how the filter looks for the Overall Usage Page Views Events tabular report. I changed Filter F, and from here can download the data and manipulate it via Excel. As for the Feature Usage report, this is a report that shows count of actions by feature. The individual Cheat Sheet actions Gainsight tracks are actually pretty detailed and clearly labeled in my opinion, so I found this quite useful. Again, since we cannot actually add filters, I simply changed Filter D to include “contains” Cheat Sheet.The report is set as a pie chart, but I found that changing it to a bar chart is better because you can more easily see the individual events, whereas the legend in the pie chart cuts off the legend and requires a bunch of scrolling. Here’s what it looks like. Hopefully this helps!  Mon, 18 May 2026 14:03:35 +0200 https://communities.gainsight.com/ideas/allow-custom-display-titles-on-dashboard-widgets-independent-of-report-name-30944 Problem:Widget titles are automatically pulled from the report name, which creates a UX conflict: report names need to be descriptive for discoverability and organization (e.g. "Avg NPS Current Quarter (Accounts XYZ Only)", but that same string becomes the widget title in dashboards, where it often gets truncated with ellipses.This is a behaviour across all report types, but it's especially noticeable with KPI widgets, which occupy a small space and rely heavily on a clean, readable title to communicate value at a glance. The ask:Allow admins to set a custom display title at the dashboard/widget level, independently of the report name when desired. The report name stays untouched for search and organization, but on the dashboard, you could show something concise like *"Avg NPS Current Quarter"*, which is enough when the surrounding context already tells the story. As a nice complement, the full report name could be shown on hover prefixing the report description. Mon, 18 May 2026 14:00:22 +0200 https://communities.gainsight.com/all-about-pulse-8/join-the-pulse-usa-2026-social-rockstar-contest-30952 Hey everyone  One of our favourite Pulse traditions is back with a twist! This year, the Social Rockstar Contest is an expedition! Complete all three challenges below on LinkedIn, tag #PulseExplorer2026, and you'll be automatically entered to win a free ticket to Pulse USA 2027 and a Social Rockstar badge on your Community profile. Your expedition challenges:A group photo: friends, teammates, new connections - all welcome A keynote moment: what landed, what surprised you, what you're still thinking about Your favourite Pulse moment: the most fun, unexpected, or memorable thing from your time at Pulse USA 2026 We want to hear what stuck with you: a session takeaway, a conversation that shifted your thinking, a quote worth repeating, a new connection, or something you're bringing back to your team. Rules:LinkedIn entries only Only posts during the two days of Pulse USA count.  Entrants must complete all three challenges  - in either one or multiple posts Tag #PulseExplorer2026 in posts You must have a Gainsight Community account to be eligibleIn addition to the competition, all entries will be entered into a raffle with the winner receiving a ticket to Pulse USA 2027 and a new Social Rockstar badge on their Community profile  We can't wait to hear more about your experience at Pulse USA 2026  Happy exploring and good luck!   All About Pulse Mon, 18 May 2026 12:49:27 +0200 https://communities.gainsight.com/ideas/integration-with-canny-23090 Similar to other ideation integrations - would love an integration with Canny. This is the current tool we use to gather input and ideas. Would be wonderful to have these sync and displayed within our community! Mon, 18 May 2026 12:34:03 +0200 https://communities.gainsight.com/ideas/write-back-to-cc-using-salesforce-connector-24462 It would be useful if the Salesforce connector allowed for SFDC details to enrich the user fields in the community to be used for roles, content and group allocations. Mon, 18 May 2026 12:25:39 +0200 https://communities.gainsight.com/ideas/upgrade-zendesk-integration-for-multi-brand-24754 Currently the integration does not correctly manage Zendesk instances which are multi-brand.For exemple, our Zendesk instance is organized with multiple brands:- 4 brands for supporting our clients- 2 brands for supporting certain end-users- 4 or 5 additional brands for [mention specific purpose]zendesk Our community is primarily aimed at our clients, so we want to ensure that:1. Federated search: We want the federated search to include content from the Zendesk Guide of our 4 client support brands. Currently, the search only covers the default brand in Zendesk. As it stands, the federated search is incomplete. 2. Self-service score calculation: Currently, the self-service score calculation aggregates tickets from all Zendesk brands, whereas we only want to consider tickets from our 4 client support brands. This results in inaccurate calculations that cannot be effectively utilized. Mon, 18 May 2026 12:18:21 +0200 https://communities.gainsight.com/ideas/tags-in-the-ideas-to-the-product-board-through-the-cc-integration-24397 Hi All, Our product team would like to send the tags that are available in the ideas to the product board through the integration. Anyone have a workaround or easy fix for this? Mon, 18 May 2026 12:16:03 +0200 https://communities.gainsight.com/ideas/external-actions-make-get-request-actionable-24421 Hey Team! Wanted to share some thoughts on the External Actions feature - more precisely when using a Get Request. This Action is useful, but it seems that we can only get data and not really do anything with it. At best, we can link that action to a Rule and get a downloadable file with the results of that Get Request.Use Case:One of the Use Cases I am having now is getting additional context from Intercom Conversations (specific Custom Fields that the default Intercom Connector doesn’t sync).So the idea would be to get already existing Conversation IDs in our Gainsight Object and make a get request to get these Custom Field values and then update them within the same Object. Kind of like a circular flow.Thanks! Mon, 18 May 2026 12:14:22 +0200 https://communities.gainsight.com/ideas/set-display-name-for-reports-in-dashboard-9454 We have a number of different dashboards which ultimately have the same types of reports on them, but for different filters. I’d like to have the names of the reports which are shown on these dashboards as simple as possible, e.g. “Customer List”, “By Health”, “By Stage” but I cannot save multiple reports with the same name (to satisfy each dashboard view) so have to instead add extra information which is not needed in the dashboard view (as that’s implored via the dashboard name itself), and can often mean that the names for widgets are cut off due to the length.  Ideally would be able to set a different display name for the report on the dashboard itself.    Mon, 18 May 2026 11:57:44 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/ルールエンジンのscheduleでapi連携のgasが実行された時を設定条件にすることは可能でしょうか-30771 オフィスアワーにて口頭質問をさせていただきましたが、表題の通り、API連携によるオブジェクト更新時にルールエンジンを実行したいです。 イベントを設定して、そのイベントAPIを叩くのが良いとのこと浅野さんからご教示いただきました！ありがとうございました！イベント名の指定(?)について、追加でご回答いただけるとのことでしたので、こちらに投稿残しておきます。 カスタマーサクセス（CS） Mon, 18 May 2026 01:51:22 +0200 https://communities.gainsight.com/ルールエンジンとデータ管理-396/イベントフレームワークを利用し-ルールエンジンを任意のタイミングで実行する方法-30948 Gainsightと他システムとの連携をしていると、任意のタイミングでルールエンジンの処理を実行したい場面があるかと思います。デフォルトではルールエンジンは2時間に一回のバッチ実行か、S3のファイルの配置をトリガーに実行するかのどちらかですが、イベントフレームワークを利用することで任意のタイミングでAPI経由でルールエンジンを実行することができます。以下に、イベントフレームワークの設定方法を簡単にご紹介致します。まず、イベントフレームワークは管理メニューの一般 > イベントから作成・管理が可能です。イベントはイベントトピック(カテゴリのようなもの)と実際のイベントを作成します。今回のように、APIでルールを起動するだけのようなシンプルな場合のイベントであれば、項目追加はせずに以下のようにイベント名だけ登録すれば大丈夫です。 また、イベントが作成できたら、ルールエンジンの設定からトリガーとして設定を行います。以下のように、スケジュール設定から、「Event-Based」を選択し、Event Frameworkから作成したイベントを選択します。 最後に、上記のイベントをGAS経由でAPIで呼び出す場合には、以下のようにリクエストヘッダーにイベント設定時に設定した値を付与すればルールを呼び出すことができます。(POSTですが、今回のようなケースではBodyは設定しないので空で問題ありません。)  ルールエンジンとデータ管理 Sun, 17 May 2026 23:58:18 +0200 https://communities.gainsight.com/customer-success-cs-15/how-are-you-using-gainsight-to-improve-repeat-orders-and-customer-retention-for-custom-merchandise-businesses-30950 Hi all,We have a custom merchandise and custom apparel company and have been looking into customer success platforms to help us manage our repeat clients and long-term business relationships. We have a number of key customer segments and lines of business that include printing for:Corporate t-shirts Event merchandise Bulk orders for colleges and startups Branding orders Seasonal campaignsThe customer segments listed above have not only been valuable to us but have been repeat customers. We have observed that many of them bring new campaign requests every few months. Currently, we do all our follow-ups manually using WhatsApp, email, and spreadsheets.We are now looking to see if Gainsight has the ability to help us:Pinpoint customers who have a history of repeat orders Manage customer touchpoints Set automated follow up tasks Organize customers based on the order value Increase retention for recurring order customersOur website https://ajgar.com/ and order management system have custom build by us using PHP & Python. We are looking into the ability to use Gainsight via API or webhooks.I do have a couple of questions for the Gainsight community:Has anyone used Gainsight for a non-SaaS business? Does Gainsight fit well in a manufacturing/custom printing use cases? What’s the best way to track customer health for repeat-order businesses? Where do you see the best use cases for Order Management and Gainsight?I am interested in learning from your customer retention processes and the workflows you've implemented. Thank you! Customer Success (CS) Sun, 17 May 2026 12:16:00 +0200 https://communities.gainsight.com/staircase-ai-by-gainsight-302/expansion-analysis-to-regenerate-every-week-30262 Hi Team,The AI Expansion Analysis is generated by identifying potential expansion opportunities through the analysis of customer communications and surfacing actionable insights. AI expansion analysis featureBut, here is a request to the expansion analysis to regenerate every week, giving them an up-to-date picture of what’s going well in the account and where/how we can upsell. Is that possible? Staircase AI by Gainsight Fri, 15 May 2026 21:53:27 +0200 https://communities.gainsight.com/ideas/admin-feature-to-set-comments-from-newest-to-oldest-19886 The default view in community posts are set to show the oldest reply first, when intuitively it is of more value to have the newest posts be the default. We realize the users themselves can change this view, however, some may not realize they are able to so it maybe beneficial to our community and possibly others to allow admins to make the choice for this setting. Fri, 15 May 2026 21:45:02 +0200 https://communities.gainsight.com/customer-communities-cc-17/release-notes-vs-product-updates-30691 Hello! I wanted to see how others are handling this. We have Product Updates for new enhancements, and we include maintenance items (aka bugs) in those posts. However, we often release bug fixes but might not have a Product Update if there are no major new enhancements.  Do you have a separate section or post for bug fixes/release notes/maintenance items?  Customer Communities (CC) Fri, 15 May 2026 19:07:09 +0200 https://communities.gainsight.com/customer-communities-cc-17/formatting-in-private-messages-not-working-30543 Hi! We’ve noticed that since last week the formatting in private messages stopped working. Any links, bold text or spaces between paragraphs disappear after sending the message. Has anyone been experiencing the same? Customer Communities (CC) Fri, 15 May 2026 18:04:05 +0200 https://communities.gainsight.com/customer-communities-cc-17/form-to-collect-interest-in-advocacy-program-30937 We want to use the community to do a callout for those interested in joining our advocacy program. Is there any functionality like a form or way to collect interest in that way (in a private way). I don’t want to touch the overall reg form to join the community - this would be something separate from that…Thank you! Customer Communities (CC) Fri, 15 May 2026 17:25:19 +0200 https://communities.gainsight.com/cc-ideas-product-updates-in-categories-open-beta-446/feedback-requested-ideas-product-updates-in-categories-30375 Hi everyone,Now that we have had this in open beta for a week, I’d like to see who has active feedback from customers who have enabled this feature OR customers who are still on the fence / unsure on using it yet.Here is some feedback I’ve observed to get us started:Make this feature optional when it goes GA This is so we can allow our community to post ideas at module level and not be forced to create categories in the Community to enable ideas or product updates. Ability to move ideas/product updates content from categories back into the module This will support backwards compatibility and give you the option to enable / change your mind. Also, it frees up the module to be used to store ideas or product updates, even when they are also supported in categories. Freedom of choice here. Subscription experience needs love We want to make it clear to our users on how they can subscribe to content and give them options on controlling their notifications experience. These are the first 3 that we are going to address and I will share more details when I’m ready here in this group. Please take it away and comment on this existing feedback OR provide your own. I’m looking forward to hearing it and discussing!Larry ImgrundSenior Product Manager, CC CC Ideas & Product Updates in Categories Open Beta Fri, 15 May 2026 17:19:03 +0200 https://communities.gainsight.com/ideas/ability-to-atmention-a-user-in-chatter-when-creating-a-cta-9264 When creating a CTA for Risk, we want to be able to notify the Account Exec when the CTA is created. We typically use chatter for a manual reach out, but would like to @mention the AE in chatter at the point of CTA creation. This allows the AE to be more quickly prepared when they have the conversation with the CSM.   We’ve tried putting @mentions in the comment section of the CTA rule, both with and w/o using tokens. The text shows up in the comments as expected, but the @mention doesn’t link.   @meenal_shukla FYI Fri, 15 May 2026 17:02:30 +0200 https://communities.gainsight.com/ideas/manual-cta-for-multiple-accounts-3596 Apply CTA for multiple accounts Manually. Scenario: if a user has to go through a process of adding a CTA manually and has to replicate this for all the accounts that he/she is responsible for, currently the only way is to get into a Customer360 page for all the accounts and create the CTA or through the Cockpit Tab. It would be easier/convenient (flexibility) if the user is allowed to select multiple accounts from a drop down while creating the CTA.  Fri, 15 May 2026 16:40:02 +0200 https://communities.gainsight.com/ideas/enter-more-than-one-of-the-same-segment-filter-type-30307 I’d like to be able to use multiple of the same filter type in a segment, which is currently not possible. As an example, I’d like to be able to create a bounded range for registration dates, in order to address and create experiences for different stages of newcomers to the community. In this case, I’d need to use multiple of the “registration date” filter: one for less than X days and the other for more than Y days.Example: To reach people who are new, but aren’t immediate newcomers, I’d want to target people between 90-120 days. So, I’d need two filters: “Registration date more than 90 days ago” and “Registration date less than 120 days ago”. I can only currently use one at a time; the latter filter always supersedes the former. Fri, 15 May 2026 16:25:23 +0200 https://communities.gainsight.com/customer-communities-cc-17/custom-widgets-how-to-use-the-style-section-30933 When you build a new widget, you can add configuration options, where you can add (among many other things) color picker options to define things like the background color of the widget etc…But Background color, title color, top/bottom padding settings already exist in the Style section. At the moment these don't have an impact on the styling of a custom widget, but is it possible to use these setting in the widget? If yes, how could we reference these settings?   Customer Communities (CC) Fri, 15 May 2026 13:37:56 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/space画面のログイン状況について-30893 現在、space画面のAttachmentsに議事録・投影資料を添付してクライアントさんに共有する運用を検討しています。その場合、クライアントさんが見てくれたのか確認するために、ログイン日時や、Attachmentsに登録した資料のダウンロード状況などが見たいのですが、可能でしょうか。 カスタマーサクセス（CS） Fri, 15 May 2026 04:37:48 +0200 https://communities.gainsight.com/meetings-office-hours-3/thursday-us-admin-office-hours-cs-platform-may-14-2026-11am-pt-12pm-mt-1pm-ct-2pm-et-pre-session-thread-30946 Hello everyone!This thread is for our upcoming Thursday Admin Office Hours session on Thursday, May 14, 2026 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, May 14, 2026 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/97839906826?pwd=88gXZ7tmsZEX1V6sFoRB6cYPp8Uz28.1&jst=2 Meeting ID: 978 3990 6826Passcode: 774757 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/arU8WZ269 Meetings & Office Hours Thu, 14 May 2026 20:05:59 +0200 https://communities.gainsight.com/ideas/update-your-customer-goal-metrics-via-rules-engine-or-apis-30945 Current LimitationCurrently, there does not appear to be a supported way to automatically update Customer Goal (Success Plan Objective) metric values in Gainsight through:Rules Engine External Actions APIs Automated data integrationsMetric fields such as:Baseline Value Actual/Current Value Target Valuerequire manual updates within the Customer Goals UI.Business NeedMany organizations track dynamic customer success metrics such as:Product usage Session clicks Feature adoption Engagement trends Health KPIsThese values change periodically (weekly/monthly) and are already available in external systems such as:Pendo Looker Snowflake S3 Product databasesCurrently, although Gainsight supports automation for CTAs, health scores, and custom objects, Customer Goal metrics remain largely manual, creating:Additional operational overhead Manual maintenance effort Risk of outdated customer goals Reduced scalability for large customer portfoliosRequested EnhancementWe would like Gainsight to provide native support for updating Customer Goal metrics programmatically through:Rules Engine actions Public APIs Connector-based updates External Actions / Event frameworkSuggested CapabilitiesSome possible approaches could include:Exposing Success Plan Objectives as updateable objects in Rules Engine Providing REST APIs for Objective metric updates Supporting automated metric synchronization from custom objects Enabling dynamic metric mapping within Customer GoalsExpected BenefitsReduced manual effort for CSM and CS Ops teams Better alignment between product telemetry and customer goals Real-time progress tracking Improved scalability of Success Plans More accurate customer success reportingExample Use CaseA customer goal such as:“Increase Webpage Session Clicks from 8,000 to 15,000”could automatically update the “Actual Value” every month using product analytics data from Pendo or Looker, instead of requiring manual updates by the CSM.  Thu, 14 May 2026 17:50:28 +0200 https://communities.gainsight.com/ideas/ability-to-filter-timeline-entries-for-cheat-sheet-30800 Hi there - I see that in this next release, there will be more ability to customize Cheat Sheet sections. That’s all well and good, but what we need is to filter the actual data that’s going into Cheat Sheet. I agree with this idea about adding more data sources into Cheat Sheet, but this idea is strictly related to Timeline entries.Right now, we’re stuck with every Cheat Sheet looking at exactly the last 6 months of all Timeline entries. Our issue is that we automate quite a few milestones (CSM change, Status change, Stage change, etc.), which are helpful in other areas of the product, but are more or less useless when it comes to Cheat Sheet. I’d like to be able to filter out Milestones for Cheat Sheet, but this is not possible. While we’re at it, I’d like to be able to filter on the following: Type (as mentioned above) Milestone Type (just in case we do want to include some milestones Activity Date  Custom fields Thanks for considering. Thu, 14 May 2026 17:02:49 +0200 https://communities.gainsight.com/customer-communities-cc-17/unread-topic-bold-functionality-works-only-after-manually-enabling-display-numbers-of-new-community-activities-30942 Currently, the unread topic functionality is working only after users manually enable the below setting from Profile → General Settings:“Display numbers of new community activities”Issue:By default, this setting is set to “No” for users. Because of this, unread/read topic highlighting is not working initially. Users must manually change it to “Yes” and click “Save changes” for the functionality to work.Expected behavior:The setting should be enabled (“Yes”) by default for all users. Existing users should also have this preference enabled automatically.Could you please confirm if there is any admin/backend configuration available to make this enabled globally for all users? Customer Communities (CC) Thu, 14 May 2026 15:13:34 +0200 https://communities.gainsight.com/ideas/bulk-sponsor-tracking-17023 Sponsor Tracking: We have an option to add more than 1 contact to the sponsor tracking but these contacts should be from the same account. What if I have around 5K contacts from 1000 accounts? Should I go to each account and add to the sponsor tracking? It is not going to work for anyone. The current existing UI for sponsor tracking is working for the users who would like to track contacts one by one but not working for customers who wants to start using Sponsor tracking because they are expecting an easy way to add all the existing contacts to the sponsor tracking. 4 customers reached out to us for bulk sponsor tracking in the last 6 months.It would be benefit for the customers if we provide a UI to upload CSV with the list of contacts to track and Gainsight should process them and add to the sponsor tracking. Thu, 14 May 2026 12:34:35 +0200 https://communities.gainsight.com/ideas/ability-to-accept-initial-sponsor-tracking-updates-when-confirming-the-tracking-itself-30943 Currently when a profile is found for Sponsor Tracking you have to go to Suggested Profiles tab to accept the tracking and then REFRESH the page to have the updates show on the Profile Updates tab. This extra step is often missed by CSMs as they accept the profile(s) and believe that’s all that needs doing. It would remove a lot of friction of accepting the initial Title and Location was possible in the same flow as accepting the profile itself.  Thu, 14 May 2026 12:29:25 +0200 https://communities.gainsight.com/ideas/ability-to-make-a-field-mandatory-even-when-legacy-records-have-null-values-14128 It would be great if Gainsight allowed you to mark a field as mandatory post-creation despite existing records having null values. I would love it if one of the two were true:Field can be marked mandatory if there are null records, but records with NULL values will prompt field population upon next “edit” on the record page (ie if field is on C360, next time C360 is in “edit” mode, there is an error to populate the field before saving) Field can be marked mandatory with Admin prompted to set a default value which will automatically populate for all NULL legacy records before field was mandatory.The process right now is too clunky and time-consuming. This would save a lot of time, make the admin experience much smoother, and help with data integrity.  (and yes, I do have previous Salesforce admin experience and am missing this functionality greatly in Gainsight ) Thu, 14 May 2026 11:59:44 +0200 https://communities.gainsight.com/ideas/saved-color-palette-in-engagement-editor-13877 Currently the engagement editor has a palette of about 30 default colors that can be easily applied. It would be nice to enter hex codes that match the theme of our product and save these into this color palette to allow easily applying colors for text, headers, buttons, etc. Thu, 14 May 2026 11:48:18 +0200