Currently, we (admins) are able to log in as a different user via Salesforce in order to troubleshoot but this is not a feature in NXT. We are planning on moving some of our users who do not need Salesforce licenses to Cloud only access which will vastly limit the amount of troubleshooting I can do on my end when end users have issues. It’d be great if this feature was available for super admins in NXT.
Released
Ability for Admin to Login in as a User in NXT
+7This would be handy considering admins can’t enable support access for end users either, only themselves.
+1000K
+1 to this! Would help Adminfor testing permissions and issue that CSMs are facing.
1 person likes this
+11+as many points as I’m permitted
As deployments grow in breadth and depth, the ability to troubleshoot user issues efficiently is becoming key. I think there’s even a case to be made that giving in-company Gainsight Admins some ability to impersonate users would deflect cases from Gainsight Support. It’s certainly a customer-centric feature that would make the Gainsight experience better for Admins and End Users.
Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
Thanks and regards,
Neha
+11+100k too! MUCH NEEDED!!!
If you don’t want to make mistakes, don’t do anything. If you want to learn, ask questions and make mistakes, except in construction because they’re the most expensive part of building.
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Adding my +1 here as well!
+10+10000
Customer Success Systems Admin @ Amplitude, 2x Gainsight CS Ops Product Council Member
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+2Yes please! We waste time with me getting on zooms with select users and asking them to show me what they see.
+4+1. This would be a win-win for Gainsight as a company too because it would simplify admins’ lives while also deflecting untold amount of support tickets.
+1It would be great to have an update on this enhancement. It’s critical for managing the user experience. Our presentations and training materials are through the lens of the admin user license, which does not represent the user accurately. If there is an update on a specific release date that would great. This will be a key feature for our team!
+2GreenerDLR wrote:
It would be great to have an update on this enhancement. It’s critical for managing the user experience. Our presentations and training materials are through the lens of the admin user license, which does not represent the user accurately. If there is an update on a specific release date that would great. This will be a key feature for our team!
This item is not prioritized yet. The PM will share idea of timelines when there is a little more clarity.
+2This will be beautiful.
+2It would be great to have an update on this enhancement. It’s critical for managing the user experience.
Inguva Suryanarayana
1 person likes this
+8I’m subscribing to this thread!
Troubleshooting issues, avoiding back-and-forth of screenshots, confirm if the permissions bundles were configured as expected and I can go on and on...We would love to see this feature implemented!
We have acknowledged the feature. We are yet to prioritise it in our roadmap. Will keep you posted on this.
+4+1 as a veteran software admin who’s new to gainsight but has worked in more than a few systems this has been a HUGE pain point for me as I help troubleshoot user issues. This feature would save me, and im sure many other admins, so much time.
Kaleb Yurchak - Gainsight Administrator
+1 for sure! makes troubleshooting and validating solutions to different problems so much harder to not have a way as an admin to log in as. Thank you for considering it! Out of interest, what does “acknowledged” mean? Yes, we recognize it as a need, but not planned? If there is a landing page that explains what each of the idea statuses mean, I’d appreciate a link
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