Include a Note on Support Portal when Gainsight is Closed

It would be great if the chat bot could display a status message when chat is not open due to working hours, holidays, etc!

Here here.

Knowing when Gainsight Support is available (or unavailable) reduces the customer effort and the potential frustration when engaging with the team. Uncertainty and vagaries lead to anxiety, and it’s likely a low lift to remediate parts of that uncertainty with clearer signalling of support availability. 

Granted, there are Community posts for Support availability. That’s great, but it’s actually not the channel nor the moment that optimally delivers the message at the moment most GS Admins need it.

Hello all, would you suggest that in addition to posting here, we should also post on the Gainsight Admins Slack channel?

@anirbandutta I think the best place to post would be directly on the portal. Admins are busy people.  Rather than having to remember something we saw in passing on the portal or in the Slack channel - both of which have a lot of traffic and channels and posts - having it display on the portal when I go to log a ticket lets me know at just the right time that support may be delayed. 

Makes sense. Thanks I have relayed this feedback

In addition, yes, it would only help, not hurt. But definitely leverage your own Status or Support page more too please!

It couldn’t hurt but I’d imagine you have a limited amount of bandwidth to devote to this, so I’d suggest starting with your “official” channels - not every Gainsight admin belongs to or monitors the Slack group and all customers should have transparency.

The more I think about it, the more strongly I feel about having an autoresponse / status message attached to the chat bot - I have had several issues where I first tried to go to chat and the bot is just inexplicably absent due to (I assume) a holiday or working hours thing.