Product Ideas

5588 Ideas

aaronhattonHelper ⭐️⭐️

Provide additional design capabilities to SurveysNew Idea

I’ve been working with the survey designer in Gainsight recently as I look to create a post-onboarding survey. Whilst there are some great options around fonts, colors, etc. it is very limited and the survey design in the end doesn’t look anywhere near what we want for it to look like to match our branding.Ideally I would like to see the ability to add custom CSS to the survey pages to allow for us to have full control over what the surveys look like. Failing that, additional, more modern design options would be much appreciated.Currently as the survey design is very limited, we are considering alternative survey tools such as Typeform with the plan to leverage APIs to bring the responses into Gainsight. This is less than ideal.

Forum|Forum|3 hours ago

ana_gHelper ⭐️

Ability to stop and delete a JO Program after it's been pausedReleased

Hello, I’ve paused a few programs that I will not be making active again and have no way of deleting them (the trash can icon is greyed out). Is there a reason we are unable to delete paused programs?

Forum|Forum|5 hours ago

spencer_engelExpert ⭐️

Be More Restrictive with What AI Follow Up Posts to TimelineNew Idea

Hi there - We gave AI follow up access to Microsoft Teams for full license users only in our org. However, we recently noticed there were a few dozen AI follow up-generated Timeline activities where the author is an internal collaborator. In one of the examples, the sole internal attendee was an internal collaborator who obviously never uses Gainsight. However, there was a full user on the calendar invite, although he obviously did not own the meeting nor did he attend. Our initial understanding was that AI Follow up would not generate an activity in this scenario, but support is saying this is expected, and their docs seem to back that up. Regardless, why would this be expected behavior? I would think with GDPR and other privacy- and security-related considerations, Gainsight would want to err on the side of caution when it comes to having AI Follow Up post activities, whereas it seems the opposite approach is being taken - i.e. when in doubt, post the activity. I’d like to understand the justification for this and also propose that Gainsight re-think this policy. A good start would be if the owner of the invite does not have a Gainsight license and does not have AI Follow Up permissions (or whatever the right term is), then AI Follow Up should not post the activity. Thanks for your consideration.

Forum|Forum|5 hours ago

kpeekContributor ⭐️

Subscribe to catalog page updatesNew Idea

Customers have requested and would benefit from the ability to “subscribe to page” updates, so they are notified by email when information on a specific catalog page is added.

Forum|Forum|11 hours ago

shiv_kumar_katiyarGainsight Employee ⭐️⭐️

Option to delete MDA dropdown list itemsParked

Hi Team,Currently, we don’t have an option to delete a particular dropdown list item from the UI. I know we can get this done from the backend in some urgent cases. It would be really nice to have a alert that gives all the dependencies for the picklist item and if there are no dependencies then allow the user to delete it? Thanks~Shiv

Forum|Forum|14 hours ago

shireesha_reddyHelper ⭐️

Adding filters to Engagement Analytics (In-App Performance)Open

Currently in Analytics (Engagement performances), "Add filters" options is limited to only "Survey performance". Can we make this feature(add filters) available for "In-App performance" also. If we want to apply features, we can add widget in dashboard of particular engagement,but the downside is It will display only one graph. Having a filter at the In-App performance would be helpful to take out the non-applicable users in the numbers of who viewed the individual slides in the slider.

Forum|Forum|16 hours ago

johntrask_btContributor ⭐️⭐️⭐️⭐️⭐️

User Pool - Assign to user that already has CTANew Idea

We have been using the User Pool process for a while now. We specifically use it for Companies that do not have a CSM assigned. Currently, we create a CTA from one rule and it will assign to UserA and then a separate rule runs and it will still be under the same company but it will Assign to UserB. It would be awesome if it had some logic to check (before creating the CTA) if a CTA was already open for a user in that pool and keep the new CTA with the same User. This way there is really only one CSM working on CTAs under one company.

Forum|Forum|1 day ago

speacherContributor ⭐️⭐️⭐️⭐️

Use Smart Logic with CTA Pool AssigmentNew Idea

We are currently using the CTA Pool assigment on a segment of customers that typically doesn’t have a CSM Assigned to them. We call those Unmanaged. Occassionally those accounts will get assigned during the NPS or along the Journey Orchestrator communications. We would like for the Pool Assignment to follow this logic: Assign first to the CSM If No CSM, Assign to the most recent Active User from Prior CTAs If No Active User/No Recent CTAs, assign to User Pool

Forum|Forum|1 day ago

brlayman2583Contributor ⭐️⭐️⭐️

Cheat Sheet Admin Enhancement: Move from Black Box feature to Admin Context EngineeringNew Idea

The Problem: Right now, Cheat Sheet operates as a "Black Box." We feed it data (Timeline entries, emails, meetings), 360 data, etc and it gives us an assumed summary. While the concept is great, the execution lacks the steerability required for enterprise CS Ops.Currently, we have limited visibility into why the model highlights certain things and ignores others. We see internal emails between colleagues being flagged as “insights” but are just noise which is creating a poor signal-to-noise ratio. We’ve been provided workarounds for excluding internal comms using custom field in timeline to flag as “Internal communication”, but we may want some of those signals when risks are identified or discussed.We’re lacking documentation or confirmation that the Cheat Sheet model actually respects these custom fields if we were to implement them and at the same time we’re essentially building shadow configurations with no guarantee they will influence the output. Without explicit alignment controls, these workarounds are just guesses. Feature Function Request:True Admin Configurability to make Cheat Sheet a viable tool for Ops teams, we need to move from a passive "consumer" model to an active "orchestrator" model. We need a dedicated Cheat Sheet Administration page that allows for:1. Data Source "Steerability" & Filtering Ability to include Success Plans, custom objects, signals from custom product areas. Object/Field Exclusion: The ability to explicitly exclude specific Activity Types or entries based on logic (e.g., we have a custom field to collect internal vs external attendees. IF "External Attendees" = Null AND XYZ Field = ABC THEN Exclude from Cheat Sheet Do not opt any objects besides timeline in/out by default - customers who have not configured steerable data sources should have the OOTB default as-is. Notifications should be sent if this is going to change with ample notice. 2. Signal Weighting Contextual Importance: The ability to assign higher weight to specific touchpoints. (e.g., A "QBR" or "Executive Business Review" timeline entry should carry 5x the weight of a standard "Check-in" email). Persona Weighting: The ability to weight signals from key stakeholders (Decision Makers) higher than day-to-day users. This could be a great opportunity to implement something the way AI-"suggestions" for scorecards is built. Like if standard/system objects that are heavily used could be recommended to include or included objects as part of a config. 3. Custom Signals & Sections Define New Signals: Allow Admins to define what constitutes a "Risk" or "Opportunity" signal based on our own data, rather than relying solely on the pre-trained generic model. Custom Sections: Capability to configure a section within Cheat Sheet that looks at specific, Admin-defined datasets or objects and summarizes them alongside the standard text analysis. Signals using Co-Pilot-like Config Elements: There’s also opportunity here to also have signals act like key definitions for Copilot - so having capability to fine-tune vs the standard OOTB. Allowing for signal recommendations, category recommendations And by proxy: potential for some kind of "power user" type capabilities, or like end user "suggestion" capabilities like exist in Copilot config

Forum|Forum|1 day ago

tom_gerthGainsight Employee ⭐️⭐️

Dashboard global filters using OR logicOpen

While doing a bit of troubleshooting on behalf of a customer, I've noted that we cannot seem to use an "OR" logic on "Global Filters" in a dashboard. What I mean by this is if I have a dashboard with four reports, all of which have the same two common filters using OR logic, I would be good to have the common filter on the dashboard reflect "A OR B" logic when applying the filters at the Global level.

Forum|Forum|1 day ago

gleonard9999Contributor ⭐️

Published Path cloning (copy path)New Idea

Cloning Published Paths would be helpful. Different product training or role-based training may have many common elements.

Forum|Forum|1 day ago

mobrien14Helper ⭐️

Improve Formatting of Survey QuestionsNew Idea

As of now, survey questions can only be formatted (e.g, BIU, Line Breaks, Hyperlinks) with HTML coding. While it’s usable, this becomes limiting when edits are required as all formatting is lost and needs to be redone.If possible, it would be great to have survey questions allow for in-platform typographical formatting options like you see on rich-text fields. This would streamline these for use & ensure that questions can be updated as needed without additional development time for redoing the formatting.

Forum|Forum|1 day ago

Samantha IsinContributor ⭐️

Ability to Create and Add Multiple Summary Pages to C360New Idea

The summary page on the C360 is so powerful and gives us the ability to keep data centralized in one location with other information quickly accessible in the C360 tabs. In some cases though, I need to display another set of data and the reports configuration is too basic. Having another summary page option would be incredibly valuable.

Forum|Forum|1 day ago

muleviciuteContributor ⭐️

Add the 'seoCommunityUrl' as part of the return values for listing Unified Content (/topics) in the Gainsight APINew Idea

Hi there,A colleague submitted the following request, and I wanted to pitch this as something that could be implemented:"Add the 'seoCommunityUrl' as part of the return values for listing Unified Content (/topics) in the Gainsight API. Now that is only returned for the /conversations API (and maybe more) however the only API call that supports filtering is the /topics.Thanks!

Forum|Forum|1 day ago

Christa BrownContributor ⭐️⭐️⭐️

2-way Jira IntegrationOpen

Our product team is looking for 2-way integration with Jira to be able to use the Ideation module effectively with our existing internal Jira product development process. As a minimum, we would like to be able to update the status in our community from Jira.

Forum|Forum|2 days ago

manda.edmondsContributor ⭐️⭐️⭐️

Automation for creating CTAs linked to goalsNew Idea

We would like to be able to automate AND associate CTAs for goals. If a specific goal is selected, we would like to be able to create automation to associate a specific playbook. This would decrease the manual tasks required of CSMs.

Forum|Forum|5 days ago

manda.edmondsContributor ⭐️⭐️⭐️

Goals Overlays for metric trackingNew Idea

It would be great if we could overlay different metrics. For example, you may want to show a customer their individual usage growth combined with their growth in log-ins. This would help the tool even more powerful for a visual to share with customers to track success.

Forum|Forum|5 days ago

bradleyExpert ⭐️

More support for Inline EditNew Idea

Currently, in line editing in reports only supports a limited number of objects. Notably, objects and fields on those objects that have otherwise user editable fields (such as Success Plan and Call to Action) are omitted from this functionality. As an example use case, I have a need to display some details about a particular CTA on the Plan Info page of a Success Plan. I would like to then display those details on that customers C360. Because those fields are editable on the CTA itself, I should be able to allow a use to edit them on the C360 report as well (which is how I need to display it). Please allow more support for which fields/objects that can benefit from in-line editing than the handful that are supported today.

Forum|Forum|5 days ago

jvdcHelper ⭐️⭐️⭐️

Editing text of launched automated email campaignNew Idea

Right now, once an automated email campaign is launched, it is not possible to edit its content. The workaround is to duplicate it and edit its duplicate and launch it. It would be nice to be able to at least pause it and edit, and then unpause it.

Forum|Forum|5 days ago

link_blackGainsight Employee ⭐️⭐️

Allow multi-step Engagements to resume/continue from where the user stopped/droppedNew Idea

Currently, if the multi-step PX Engagement is intended to be shown again to the user, then it will start at Step #1 and not the Step the user stopped/dropped. Posting this as an Idea for the following two PX Community discussions…@Graham Ayre @alylo

Forum|Forum|5 days ago

sgageGainsight Employee ⭐️

Add Filters to Engagement Performance AnalyticsOpen

Issue:In the Analytics Engagements section, there is not currently a way to apply Filters directly on the results.The workaround is to save the Engagement Performance as a report > pull it into a dashboard > then apply desired filters. This is time consuming and adds the number of steps a user takes to view the desired metrics.Request:Allow for Filters to be applied directly to Engagement analytics.

Forum|Forum|5 days ago

Sejal AContributor ⭐️

Lack of filter capability on in-app engagement analytics reportsNew Idea

I am unable to see a filter on analytics reports for adoption of guides. These filters are available on other reports like KC bot analytics etc.

Forum|Forum|5 days ago

Jef VanlaerHelper ⭐️⭐️

CC User export: include group activity in metricsDevelopment

When generating an export of Community Users, some activity metrics (total_topics, total_comments, total_answeredcomments, total_likes) are included. Posts in groups are not included in these metrics, though, which makes it impossible to get an overall view on the user’s activity on the Community.

Forum|Forum|5 days ago

Ian Ferguson

Segment Filter in ReportingParked

HiThis may well something included in the ‘New Dashboards’ but I wanted to highlight this inconsistency(?) and propose it as an ‘Idea’ if is indeed true.I have always been a big user of Segments and glad to see how it works with the new Personalisation. Segments are the primary way in which I segment 2 key Products and therefore user groups of our Community. I can create different home page experiences for them, I can email them separately, but according to Analytics -- I can’t report on them separately. Am I missing something?Now, I could add a ‘Custom Role’ to everyone in this segment called ‘Product A’ and then use that as a filter, this has been a work around for a few things in the past. This means a manual task must always take place before pulling data, or it is simply out of date. It would be a little more efficient and consistent if I could report on segments directly, surely?Incidentally I have signed up to the New Dashboards Beta but when I go to Analytics and click on it, it says it is not enabled for me. CC @olimarrio @Sebastian @Rebecca Potter Thanks all

Forum|Forum|5 days ago

SmartlyGregHelper ⭐️⭐️⭐️

Ability to merge 2 accounts into 1 from ControlOpen

@Julian I’d mentioned this to you I believe before but reading into other existing community topics I feel this warrants gathering upvotes from other users to evaluate the need.There are multiple use cases for such a feature:Authentication methods conflict resulting in a same person having 2 accounts, example: (Which also happens to be a question around merging accounts). A community manager/ staff at community company leaving resulting in lost mentions and need to explain the situation to members example: In both cases merging/ consolidating the activity of both users into one single account makes more sense then other options, enabling case 1 users not to loose any activity/ p[points/ contacts/ subscriptions etc… and in case 2 all community members have consistency and continuity on the platform and the current community manager to have no loss of information or explanations to make… Finally perhaps less common but an interesting case for B2B companies:A person changes company and their SSO login tied to our App which requires the use of their professional email address, is therefore no longer valid and we need to be able to manually fix this as they’ve created a new account for themselves. We want our community to act as a career long partner and not being able to honour this would be disappointing!

Forum|Forum|5 days ago

Idea Pipeline

5588 Ideas

Provide additional design capabilities to SurveysNew Idea

Ability to stop and delete a JO Program after it's been pausedReleased

Be More Restrictive with What AI Follow Up Posts to TimelineNew Idea

Subscribe to catalog page updatesNew Idea

Option to delete MDA dropdown list itemsParked

Adding filters to Engagement Analytics (In-App Performance)Open

User Pool - Assign to user that already has CTANew Idea

Use Smart Logic with CTA Pool AssigmentNew Idea

Cheat Sheet Admin Enhancement: Move from Black Box feature to Admin Context EngineeringNew Idea

Dashboard global filters using OR logicOpen

Published Path cloning (copy path)New Idea

Improve Formatting of Survey QuestionsNew Idea

Ability to Create and Add Multiple Summary Pages to C360New Idea

Add the 'seoCommunityUrl' as part of the return values for listing Unified Content (/topics) in the Gainsight APINew Idea