Product Ideas

5845 Ideas

Allow Admins More Control with Login MethodsNew Idea

Hi there - Like many customers, we use the Salesforce managed package version of Gainsight and therefore prefer everyone login to the system via Salesforce. This is because we have quite a few SFDC-sourced reports, global filters, etc. that are non-functional for users when logged in directly to NXT. We used to require everyone login to Gainsight via Salesforce simply by not provisioning the Gainsight NXT Okta tile to end users. However, for business continuity reasons, we had no choice but to give all our end users that Gainsight NXT Okta tile when the SFDC outage hit last November. So, Problem #1 is that as an Admin, I cannot control how our users login. My only recourse to “force” them to login via SFDC is to remove the Gainsight NXT Okta tile. I had been considering doing this, although I had been dragging my feet due to many of our end users having created workflows, bookmarks, tab groups, etc. that relied on that Gainsight NXT direct access. Now, though, it seems that there is a Problem #2, which is related to the new Gainsight CS MCP. It seems (and please correct me if I’m wrong) that in order to set up the Gainsight MCP, our end users will need to have a way to login directly to Gainsight NXT (in our case via Okta). Which means I am now stuck allowing our users to have the option to login directly via NXT (we try to strongly encourage them to login via SFDC, but, well, they don’t always listen...). I suppose my ask is to create more granular controls when it comes to logging in directly to NXT. For example, in the User Authentication section, we would have two toggle options: Allow users to connect Gainsight MCP Allow users to login directly to Gainsight NXTIn our case, we would allow the first and deny the second. Bonus points if we could reroute the failed direct NXT login to the login page for SFDC. Or at least customize an error message such as “Your organization has disabled Gainsight NXT direct access. Please login to Gainsight via Salesforce.” Thanks for considering this.

Forum|Forum|1 day ago

Likhit ChilamakuruContributor ⭐️

MCP Server Support for Custom Objects (Read and Write)New Idea

The Gainsight CS MCP Server should support querying and writing to Custom Objects (both High Volume and Low Volume). Custom Objects are currently excluded from MCP entirely -- they cannot be read, queried, or written to through any MCP tool. This is a significant gap for organizations that rely on Custom Objects to extend the Gainsight data model beyond standard objects.Current BehaviorAs documented in the MCP FAQ, the MCP server currently does not support querying custom objects. The supported scope is limited to standard objects: Company, Relationship, CTA, Success Plan, Timeline Activity, Scorecard, and their associated metadata/picklist configurations. Any prompt that targets a Custom Object returns no results or errors, with no workaround available through MCP.Requested BehaviorExtend the MCP server to support Custom Objects with the following capabilities:Read/Query: Allow MCP to query Custom Objects using the same filtering, aggregation, and sorting capabilities available for standard MDA objects today. This includes cross-object lookups where a Custom Object is related to Company or Relationship via GSID. Write (Create/Update): Allow MCP to create and update records on Custom Objects, respecting the same field-level permissions, mandatory field enforcement, and OAuth scope (Read vs Read/Write) that apply to standard object writes today. Schema Discovery: Expose Custom Object field schemas and picklist values through the existing get_object_metadata and get_picklist_values MCP tools, so LLMs can understand the object structure before querying or writing.

Forum|Forum|1 day ago

andorfuhrerHelper ⭐️

Allow Screenshots to post directly to Timeline EntryDiscovery

Allow Timeline Horizon to paste a screenshot directly to the body of a timeline entry.Prior to the Horizon update in timeline, CSMs were able to copy/paste screenshots directly to a timeline entry and it would post to the body of the message. Since the update, we have lost that functionality. Now screenshots are saved as attachments. Not the end of the world, but it adds more clicks and since Gainsight is trying to minimize the clicks and user experience, this seems like a good opportunity to give back previous functionality. Below is a screenshot of a timeline entry with a screenshot saved to the body

Forum|Forum|1 day ago

JeppePeppeHelper ⭐️⭐️

Custom page as a Asset Library?New Idea

It would be great to be able to create a custom page and host images, assets, videos etc. It would create an amazing work flow and make it easier when working on new HTML/CSS elements. My usecase:I use the HTML widget for everything. And with that, I usually combine a brand image, or SVG-icon. Today we have uploaded all our assets into a article draft on the community as a quick fix. But it would be amazing to have a dedicated Asset library live on the community to host images, SVG-icons and such.

Forum|Forum|1 day ago

MaritsaContributor ⭐️

Enable alphabetical sorting on all admin listsNew Idea

I would like to request that all lists in the admin platform (for example Custom Pages) be sorted alphabetically (A-Z) by default. Currently, the lack of sorting makes it difficult to find specific items. Please apply this logic globally, as this usability issue exists in several different sections of the platform.

Forum|Forum|1 day ago

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

Analytics for Custom PagesOpen

This is a currently limitation as outlined here: My best proposed solution is to add a table to the Audience Dashboard, along with an option to filter. That dashboard already aggregates data for Unique Users and Total Page Views. Those are the two insights I’d like to see at the start.While using external tools like Google Analytics can give the insight, it is an barrier to adoption of custom pages and impediment to community management. User and View insights help: Measure impact and ROI of that custom page Is it getting the engagement we expected when it was built? Is it having an impact that we might replicate with similar custom pages? Indicate success of the custom page’s strategy If it’s views are low, consider the navigation paths and Information architecture In the beta for Control Home, I’ve highlighted that I’d like to see these insights on that upcoming feature. But having the analytics built is an prerequisite to that being possible.

Forum|Forum|1 day ago

marcos.beinderContributor ⭐️⭐️⭐️

Group Send FeedbackNew Idea

Recently we launched a Group Send pilot to test and to scale. The pilot met its objectives and the team became largely self-sufficient quickly. Group Send landed clearly as the right tool for human-led, one-to-many outreach alongside JO for automated, multistep outreaches. Early feedback is now shifting from basic usage to scale and governance: Pre-filtered lists: Admins should be able to create approved, pre-filtered base lists that users can then extend/refine. Shared template structure: When sharing personal templates, a folder structure for shared templates would allow scoping to a specific team. Admin visibility: Email/Admin users should have visibility into Group Send templates to more easily promote proven content into JO use cases where appropriate. Extend Group Send Template Availability to Group Send permissioned users at P360. CTA, and Timeline level. Group Send users should be able to access their Personal and Shared Templates from anywhere in the platform. This is not a current capability. Ensure that every email has an Admin Defined privacy statement that can be enforced for all Operational Templates and Non-Operational Templates sent using Email Assist. None of these are blockers – they’re signals of healthy adoption and teams already thinking in terms of lifecycle and scale.@ahelminski

Forum|Forum|1 day ago

Kati ViscainoContributor ⭐️

Send message when rejecting Group join requestNew Idea

This request comes from several of our Group moderators. For private groups, it would be valuable to have the option to include a message when denying a join request. Enabling moderators to send a brief message would allow them to clearly communicate their reasoning, provide guidance (e.g., eligibility criteria or next steps), and create a more transparent and positive user experience.

Forum|Forum|2 days ago

Kati ViscainoContributor ⭐️

Ability to schedule events/product updatesNew Idea

This feature was originally requested several years ago, and since there’s been no recent activity, I’d like to resurface it.We’d greatly benefit from the ability to schedule Events and Product Updates in advance. Our team plans and builds content several weeks ahead, and the current requirement to manually publish these items on the day-of is inefficient.Enabling scheduling for these content types, similar to standard posts, would help streamline our workflow.Additionally, the ability to schedule recurring events would be highly valuable. We host multiple weekly events, and the current process of duplicating entries and manually updating dates and times is time-consuming. Allowing events to be set on a recurring schedule (e.g., weekly at a specific day and time) would reduce repetitive work.

Forum|Forum|2 days ago

Kati ViscainoContributor ⭐️

Ability to save hex color code to ControlNew Idea

We regularly incorporate brand colors into our community posts. Currently, this requires manually entering hex codes each time a color is used which is multiple times per post and across several posts each week. This process is repetitive and time-consuming for our team.Adding the ability to save and store frequently used hex codes within the Control color panel would significantly streamline this process.

Forum|Forum|2 days ago

DavidNewmanContributor ⭐️⭐️

Sentiment Reporting Based on Timing/Stages/LifecycleNew Idea

One of the challenges our organization faces has been determining how long in the case process it takes for a customer to start becoming frustrated. With StaircaseAI’s ability to detect negative sentiment combined with it’s integration with Salesforce Service Cloud cases, I’d love to see the ability to do reporting based on the case opened date to the date of the detected frustration. We currently collect this kind of data with CSAT surveys at case closure, but that doesn’t give us insight into the moment when sentiment starts to plummet. We’d love to provide our support and engineering organization with data that shows customer expectations in order to set performance goals around those targets. While I’m specifically talking about cases, I think it would be equally useful for other date based analysis. I could see it being used for future opportunity tracking integration, escalation management processes, or even basic analysis of customer age and/or lifecycle stages.

Forum|Forum|2 days ago

dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️

New Dynamic JO Should Have Multiple Queries (just like older advanced JO)Discovery

This idea is very similar to this post by @alizee made during the beta period for the new dynamic JO.As the title says, there is a very popular use case for having multiple queries within a single JO program: multiple queries allow us to have a much higher level of control over the time different audiences are brought into a program, without having to calculate and rely on wait steps (and trust them not to misfire).Most of our programs in the advanced JO have multiple queries (usually three): Americas, EMEA, and APJ. We use the Global Region field to determine the send time for those recipients, as neither a timezone field nor a billing country are reliable methods of determining when to send an email, and having a CSM emailing a client in the middle of the night doesn’t lend to the idea that the CSM is emailing them.We also have some programs where we have slightly different audiences (standard support clients, premium support clients) receiving monthly check-in emails, and each of those audiences uses a different query, but is still part of the same program. Bringing both of those audiences into one program and then having to filter through conditional evaluate steps will further complicate things.We prefer to use queries in our programs to have a higher level of control over the audience and the send time. Please consider allowing us to include multiple queries, just like we’ll be able to use multiple CSVs.

Forum|Forum|2 days ago

hilaryschuldtContributor ⭐️⭐️⭐️

Provide more widgets sized for left containerNew Idea

It would be helpful to have more options for left container-sized widgets, especially Featured Topics but also Statistics and Groups. While we don’t want to overwhelm our community members with too much content in one section, this would give us more flexibility to pair related content. For example, a welcome message as a Featured Topic in the left container and related quick links in the sidebar.

Forum|Forum|2 days ago

revoteVIP ⭐️⭐️⭐️⭐️⭐️

Group moderators: Dislay rank and username iconNew Idea

Thanks for the updates to the Groups feature.Since everyone can now be a moderator, it´s important that users understands who represents the company and who is a regular member.Therefore, I´d like the rank and username icons to be displayed here as well. We are using these icons for employees.Thanks.

Forum|Forum|2 days ago

silasramsdenContributor ⭐️⭐️⭐️

Support Editing Company and Relationship Attributes from Timeline ActivitiesNew Idea

Today, when creating a Timeline activity, the fields available in the “New Activity” layout are limited to fields that exist on the Activity object itself. There’s no way to surface or edit Company or Relationship attribute fields directly in the activity composer the way you can in a CTA.This creates friction for common workflows where CSMs are already logging an activity specifically because they are updating the health, risk, or status of a Relationship or Company. The activity and the attribute update are tightly connected in intent, but the UI forces them to be handled separately.For example:A CSM logs a Timeline activity to capture a risk discussion They also need to update Relationship fields such as risk reason or recovery status Today, those fields can’t be shown or edited in the Timeline activity itself The CSM must either navigate away to the Relationship record or use a CTA instead, breaking flowThe idea is to extend Timeline activities with a Linked Object capability similar to CTAs, allowing admins to optionally surface selected Company or Relationship fields in the Timeline “New Activity” layout:Allow specific Company/Relationship attributes to be displayed and editable in the activity composer Values would write back to the source object (Relationship or Company), not live only on the Activity Scope this to admin-configured, explicit fields (not a free-for-all) Keep existing Activity custom fields as-is for notes that are activity-onlyThis would:Reduce context switching for CSMs Improve data accuracy by updating attributes at the moment they’re discussed Make Timeline a more natural place to capture outcome‑based interactions, not just notes Align Timeline more closely with how CTAs already support linked object updatesAdmins who don’t want this complexity could simply leave it disabled, but for teams relying heavily on Relationship health and risk tracking, this would remove a major usability gap.

Forum|Forum|2 days ago

silasramsdenContributor ⭐️⭐️⭐️

Group Salesforce Case Emails by Case (Not Exchange Conversation ID) in TimelineNew Idea

When using Email‑to‑Timeline with Salesforce Cases, emails that clearly belong to the same Case can show up as multiple separate conversations in Timeline. This happens because Timeline relies on Microsoft Exchange’s Conversation ID for threading, and that ID isn’t preserved when emails are generated or replied to via Salesforce. Salesforce can create parallel reply chains for the same Case, Exchange assigns new Conversation IDs, and Timeline then fragments what is logically a single support conversation.This isn’t a bug in Gainsight or Exchange, and it’s a known limitation of cross‑system email threading. However, from a user perspective, the Case is the real unit of work — not the underlying email conversation metadata.The idea is to introduce Salesforce‑aware grouping in Timeline:For emails associated with a Salesforce Case, group Timeline entries by Case ID or Case Number Do not rely solely on Exchange Conversation ID in this scenario Apply this only to Salesforce Case–linked emails (no change to Outlook or Salesforce behaviour) Ideally make this optional or configurableFor example:A single Case generates agent replies, system notifications, and follow‑ups All emails relate to the same Case, but arrive with different Conversation IDs Timeline currently shows multiple fragmented conversations With Case‑based grouping, those emails would appear as one cohesive Case threadThis would:Preserve business context for CSMs Reduce noise and fragmentation in Timeline Align Timeline more closely with how support interactions are actually managed when Salesforce Cases are involved

Forum|Forum|2 days ago

Paul-o2Contributor ⭐️

Last Edit Timestamp in structured data in source codeNew Idea

Fortunately the last edit timestamp has been implemented by now. This helps a lot with recognizing the actuality of the information stated by articles. Since our community is mostly found through SEO, we would love to have the addition of the last edit timestamp in the structured data of our code. As for now it seems to be only visible in the frontend and a little bit hidden in the code. The idea is that by implementing the last edit timestamp into the structured data, search engines like Google can judge the acutality of the information in the articles more easily and quickly, which could lead to a better ranking when searched by Google-users. Aswell as it could be shown by Google directly in the search resultA quick example: Structured data at the momentHow it could look with the additional informationAn example for what we think, Google could do with it: The search result shows the publish date of our content, but not the last edit. If we could change this to the last edit date by implementing the timestamp into the structured data, people would recognize the actuality of information more quickly. For now it often seems like informations are a bit old if you check the search result. I hope this is plausible, if you got any questions, let me know :D Regards,Paul

Forum|Forum|2 days ago

mandy.jContributor ⭐️⭐️

Gantt chart tasks orderNew Idea

When on the Gantt Chart for a Success Plan, tasks from an Objective are randomly ranked independently of their initial ranking, independently of the timeline logic we built. Can you improve this vizualisation ? Is it already planned ? Thanks

Forum|Forum|2 days ago

ajprinceContributor ⭐️⭐️⭐️⭐️

Allow Staircase to write AI Follow-Up to Different Activity TypesNew Idea

Current Gap:We have a Gainsight health score measure which looks at whether a Business Review has been conducted for a customer. We also use the AI Follow-Up feature from Staircase to automate timeline entries with transcribed meeting summaries from customer meetings happening MS Teams. However, when these AI follow ups are logged from Staircase to Gainsight, they are always classified as a “Meeting” activity type. This means that in order for an automated meeting from Staircase logged to GS timeline to “count” against the scorecard measure, a CSM has to remember to go into Timeline and update the activity type. Maybe they’ll remember to do that, maybe they won’t. And it will affect the customer’s health score if they don’t.Staircase knows and is already detecting when a business review has occurred.As an admin, I don’t have the ability to configure or map this any other way. Proposed Solution:Instead, we’d like to be able to map different conversations detected by Staircase to different timeline activity types in Gainsight. For example, we’d like to be able to map lifecycle events detected by Staircase into different timeline activity types, like:Business Reviews Commercial conversations/renewals Kick-Off calls

Forum|Forum|2 days ago

DCamposContributor ⭐️⭐️

Schedule Conversation or Question PostNew Idea

Request: As an Admin or Community Manager we would like the ability to schedule a Conversation or Question post.I saw the idea submission for Product Updates, but this is specifically for the other new topic options.Internally we have a few different people responsible for posting on behalf of their department and would like the ability to schedule these out.

Forum|Forum|2 days ago

johje69Contributor ⭐️

Staircase AI - Churn Analysis reportNew Idea

Request is when downloading and using the Churn Analysis report in Staircase the Issues and Account column details are hard to do anything with. How can this information be displayed differently in the download to be able to make use of the data. The content is all loaded into one cell not making it easy to seperate to analysis. Especially with the accounts there is no way to easily separate the information to make use of it.

Forum|Forum|3 days ago

johje69Contributor ⭐️

Staircase AI - Executive DashboardNew Idea

On the Executive Dashboard in Staircase AI can the data showing for Engaged Accounts, & Engaged Owners be shown as a percentage of the total account base?

Forum|Forum|3 days ago

johje69Contributor ⭐️

Staircase AI - ReportsNew Idea

The filter options in certain areas of Staircase do not follow the user after clicking through and then the report shows the information for whole company again not the one that was filtered to (ex. Filter to X company then click on a heat map in the Topics report and all companies are showing) Can we get it to lock your filter selection?

Forum|Forum|3 days ago

johje69Contributor ⭐️

Reports - duplicate and editNew Idea

For the Staircase AI Executive Dashboard there is an option to duplicate and then edit and save as your own. I don't see this option in Saved Reports. You have to set each report individually. I don't see a way to copy and edit something already set up which would save so much time. For example, if I am a team leader setting up a report specific to certain individuals I have to go in and create a new report for each team member. There is no way to copy or duplicate a current report and edit then resave that I see. Is this available to update as a feature on a futre enhancement?

Forum|Forum|3 days ago

johje69Contributor ⭐️

Staircase AI - Ask & SearchNew Idea

Is there a way to add a place in the Ask & Search section of Staircases save and house presubmitted questions?

Forum|Forum|3 days ago

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