Background:
Prior to the implementation of the new Zendesk widget authentication changes, organizations were able to safely serve different C360 layouts depending on the location. Because the previous integration utilized a centralized connection rather than individual user logins, users could see a compact layout inside the Zendesk widget while maintaining a comprehensive, standard layout when logging into the Gainsight app directly.
Following the security and authentication updates post-outage, this split-view capability was lost, forcing a single global layout across both access points. We are requesting a way to restore this flexibility under the new authentication model.
What is the requested enhancement?
We need the ability to assign and differentiate C360 layouts based on where a user is viewing the data: whether they are accessing Gainsight within the Zendesk sidebar widget or logging into the full Gainsight application.
Currently, because the widget authenticates via individual user logins, a user is forced to see the exact same layout in both places. We are requesting that Gainsight introduce a context-aware parameter to the C360 Layout assignment rules:
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If accessed via Zendesk Widget → Show Widget-Optimized Layout
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If accessed via Gainsight App directly → Show Standard/Full Layout
Why this is needed:
An all-or-nothing approach to layout assignment forces a compromise between usability and deep insight:
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If optimized for Zendesk: The widget looks great and fits the small sidebar, but when those same users log into the main Gainsight platform, they are stuck with an ultra-trimmed "widget view" on a desktop screen, preventing them from doing deeper analysis.
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If optimized for the Gainsight App: The layout has the depth needed for full platform users, but it becomes completely cluttered and unusable when crammed into the tiny Zendesk sidebar.
Business Impact:
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Support Workflow Efficiency: Support agents need a clean, compact view of high-level health metrics directly inside Zendesk to make rapid decisions on ticket management. However, specialized or higher-tier support agents also need to be able to log into the full Gainsight app to investigate deeper health trends.
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Data Governance & Licensing: Different tiers of support have different operational needs. A compact view in Zendesk is ideal for front-line agents who do not require full platform access or who have data privacy restrictions limiting what customer data they should see.
Without context-aware layouts, we cannot balance a clean user experience in Zendesk with comprehensive data access in the main application. Turnaround time on support tickets is impacted when agents have to constantly fight a UI that isn't optimized for their active workspace.