Product Ideas

5743 Ideas

benwanlessmenloContributor ⭐️⭐️⭐️⭐️⭐️

Permission Bundle: Navigation > Administration > Cockpit > Playbook OnlyNew Idea

Hello,I previously had a permission bundle for “Playbooks Only” to let selected users Create and Edit Playbooks. This is no longer working with the update CTA Admin layout. Permission bundles does allow granting users Navigation Access to the Administration > CTA section, but this gives them far too much access and I’m not able to specify “Only Playbooks”. My Idea:Option 1: Allow permissions to the specific “Playbook” tab within the Administration Cockpit section.Option 2: Revert back to the old CTA admin layout! Thank you!

Forum|Forum|11 hours ago

EmilContributor ⭐️⭐️⭐️

Best Answer Button: Show who marked the answerOpen

Hi Team, I have noticed that there is no current functionality (Unless i am unaware of it and if i am please let me know) to see who actually provided/marked an answer as best answer. In addition, there doesn’t seem to be any functionality on the control panel to stop users from marking their own replies to another persons topics as best answer.It is highly unlikely that someone who raised a topic has given themselves an answer to their own question, yet they have the ability to mark their own response as an answer. To ensure the use of this feature is done so correctly and that performance metrics are accurate I think it would be a good feature to have. To sum up:Build functionality to see the name of the user who marked an answer and not just the author of the marked answer. Build functionality to stop a user marking their own reply as an answer on someone else or their own topic.

Forum|Forum|11 hours ago

mmayhallGainsight Employee ⭐️

Ability to Add Mid-Level Person to People Maps without Re-BuildNew Idea

[Posting on behalf of Customer] Hi Team,Per current product behavior, it appears that there is no way to add a Company Person record between two existing tiers (short of replacing one direct report and re-building the map manually):https://share.zight.com/Kou5kYZd We have received feedback that it would be very helpful to have this ability, as it would save the time of having to re-build the map. Thanks!

Forum|Forum|11 hours ago

moragwhiteContributor ⭐️⭐️

Allow Group Send Email Templates to be Available in Send Email from CTANew Idea

Our CSMs are creating Email Templates to be used from Group Send. They would like to use these email templates in Send Email from CTA.

Forum|Forum|13 hours 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|16 hours ago

sagan_sherlinHelper ⭐️⭐️

Question. Is it possible to report on the "Drafts" in Timeline by User? [Email to Timeline]Open

Hi everyone! I'm currently loving email to timeline, as it's helping us ensure that we're getting communication into the system! But we're running into users that aren't exactly staying up to date on reviewing their 'Drafts' in Global Timeline. So, I was wondering how are others managing the ensuring that their users are reviewing their 'drafts' sections? Ideally, I would like a report that the managers can review to speak with their teams - but I'm not finding where that would be stored... As always, THANK YOU! 🙂

Forum|Forum|16 hours ago

sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

Include GSID in Company Merge tool screenNew Idea

The Company Merge tool is helpful, but if the accounts you are merging share the same name (a common occurrence for accounts that accidentally get double-created), it makes it hard to ensure you’re choosing the correct Master record for the merge.See this example:In the above example, I’m trying to merge two ACME Corp Company records. But, it’s not easy for me to know which one I should be selecting as the Master when they both share the same name.It would be more helpful if you showed the GSID in addition to the Company Name on the radio buttons to choose the Master record. This ensures there is no mistaking which one is the correct one to retain.

Forum|Forum|1 day ago

jenlproHelper ⭐️

AI Cheat Sheet for Gainsight Home/Portfolio SummaryNew Idea

AI Cheat Sheet has proven beneficial for many customers in its current state where it lives on the C/R360. However, as teams are continuing to look for efficiency gains using AI, it seems like a missed opportunity for Gainsight to not roll Cheat Sheet up to a portfolio-level/book-of-business summary. My vision for this would be the following:Gainsight Home AI Cheat Sheet Widget - using the same filters applied to the user’s Home page, AI Cheat Sheet would refresh with a portfolio-level summary, surfacing the most critical, need-to-know information for a user daily right on their home page. As a CSM, I might want to know the top 5 biggest risks across my book, renewals upcoming this fiscal quarter, upsell opportunities in flight, calls I have upcoming, action items I have coming due, and any key contact changes from my book. This would be useful to ICs, as well as to leaders for an AI-powered summary of where they should focus their time. AI Cheat Sheet <> Copilot parity - if cheat sheet is able to use Copilot data sources & training data (key definitions) for additional context, portfolio summaries would be further improved. We could give more insight into what risk looks like for each account, how to prioritize results, etc. so that a portfolio-level cheat sheet wouldn’t be too big to be useful.I’d argue that much of what was recommended in the below idea post should be completed before or in tandem with a portfolio-level summary - for this feature to be truly valuable, we need more flexibility to train the AI to our specific business models. If you’re also interested in portfolio-level summaries on Gainsight Home, I recommend upvoting this post as well.

Forum|Forum|1 day ago

GracePContributor ⭐️⭐️

Add Smart Trackers to Gong integration logging to timelineNew Idea

Gong recently released Smart Trackers, however these are not currently available in the Gong integration into the timeline. I am requesting that Smart Trackers are pulled into the timeline entry much like the keyword trackers are today.

Forum|Forum|1 day ago

danielle.lerouxHelper ⭐️

Improve Text Editor Behaviour When Editing Posts with ImagesNew Idea

Users have reported difficulty editing posts when an image is placed at the beginning of the content. Currently, it is not possible to easily insert text before the image, and the cursor may appear in a position where typing should work but does not respond. While images can technically be moved using the existing icon controls, this functionality is not intuitive and many users are unaware of it.The editor should support standard text editor behaviours, such as allowing users to place the cursor before an image and type, move the cursor to the start of the post using arrow keys, and reposition images more easily (e.g., with clearer controls or drag-and-drop). Improving these interactions would make the editor more intuitive and prevent users from needing to delete and re-upload images just to change the layout of their post.

Forum|Forum|1 day ago

EBrozioContributor ⭐️

Customizable navigation bar with dropdown for external linksReleased

Hi,We're currently implementing Gainsight Communities and would love the ability to create a dropdown menu in the navigation bar for quick access to external resources like our partner portal, blog, etc.Right now, it seems that adding a dropdown with external links requires building a fully custom HTML menu, which doesn't dynamically adjust if we make changes to the community structure. This limitation makes it less flexible and harder to maintain.It would be great to have more user-friendly options to customize the navigation menu, especially with a simple dropdown for external links that can adapt to structural changes in the community.Thanks for considering this enhancement!

Forum|Forum|1 day ago

JasonTMTContributor ⭐️⭐️⭐️

Being able to see someone else already typing in the frontendOpen

We have approximately 15000-20000 active users who contribute in topics on a daily basis. It would be really convenient for them to have the option of spotting whether another user is already active/typing in the same topic. Especially handy for our Super Users who try and help as much as possible. Sometimes we'll type an answer even though someone else has already posted theirs, but we weren't able to see that the topic was already being processed by someone else. Related to this idea: Ability to see who else is working on a question or looking at a question in the backend, or see when someone is typing in the frontend | inSpired (insided.com)

Forum|Forum|1 day ago

bjoern_schulzeHelper ⭐️⭐️⭐️

Make all users accept the new Terms & ConditionsParked

With changing local laws and evolving community rules & regulations, it is necessary to edit the Terms & Conditions page at times. But currently it’s not possible to force all existing users to re-accept the T&C.Therefore we propose that the Terms & Conditions page gets an additional feature:When editing the page you get two options:Save T&C without noticing all registered users (e.g. when you only fix a typo or change some minor layout issues) Save T&C and make all registered users re-accept when they login the next time (e.g. when you add a new paragraph regarding data protection)If you choose the second option, then an overlay appears the next time an already registered users logs in or starts a new session in the community, providing a link to the Terms & Conditions page and forcing the users to accept before they can continue.

Forum|Forum|1 day ago

Preran KurnoolContributor ⭐️

Allow Code Snippets (SQL, JavaScript, etc.) to Post Without WAF RejectionDiscovery

Developer communities on Gainsight Community frequently need to share SQL queries as part of discussions, tutorials, and peer support. Currently, posts containing SQL syntax are blocked on submission due to WAF security rules. This is causing our users to lose their work mid-post with no clear explanation.Enabling SQL snippets to be posted reliably would be a meaningful improvement for any customer running a developer or data-focused community. Closing this gap would help Gainsight better serve the technical community segment and improve member retention and engagement for those customers.

Forum|Forum|1 day ago

mbonnellContributor ⭐️⭐️⭐️

Get public URL before publishingOpen

It would be fantastic to have a production ready URL before publishing content live. The current preview, includes preview and a few other things that means you can’t reference the URL in other content until pushing the content live. This post provides a workaround, but that is prone to manual error, typos, and a bunch of other issues. Please provide a better way to do this.

Forum|Forum|1 day ago

dstokowskiGainsight Employee ⭐️⭐️

Ability to bucket values in ReportingOpen

I often find myself exporting to Excel in order to "bucket" values in reporting - kind of like creating a categorization on the fly like you can in SFDC Reporting.  Would be great to do this in Reports 2.0.

Forum|Forum|1 day ago

jean.naironExpert ⭐️

Ability to edit the page layout of a related low volume objectNew Idea

On the C360, you can add low volume objects as a related list. If you include the GSID in the report, you are provide with 2 actions: view/edit. I have created another idea to more easily add this functionality: https://community.gainsight.com/cs-ideas-21/simpler-ability-to-view-low-volume-object-on-the-c360-38559 Once the GSID is added, a user can click the eyeball to view the record. The page layout that is presented for the object is sorted by field type and then field name. Here’s an example: There is no way to adjust this page layout. It would be more helpful and intuitive for CSMs if this page layout was sortable.

Forum|Forum|1 day ago

HiewwaiyContributor ⭐️⭐️⭐️⭐️

Ability to split ideas/ topics into new topics/ideasOpen

We would like to be able to split topics and ideas -on behalf of our customers- into separate ideas and topics.It often happens that customers share multiple questions/ideas in one topic/ idea. Now we have to ask them to create a new topic/idea for each question/idea.Customers find this not customer-friendly and therefore often ask us if we want to do this for them. At the moment we can only split these topics by creating new topics/ideas and copy pasting customers input into these new topics/ideas. As a consequence, the new topics/ ideas are in our name and that is ofcourse not desirable. Are there more customers who recognize this challenge?

Forum|Forum|1 day ago

CarollynnCContributor ⭐️⭐️⭐️

Additional Configurations for Due Dates Based on Calendar DatesNew Idea

I’d like to request additional functionality within the configuration of Due Date assignments where due dates are required. E.g. CTAs level, Task Level, Success Plan level, Success Plan > Template> Objective level.For our use case, the ability to assign objective due dates is the most limiting. For example, we have an annual Success Plan end users manually create in advanced of year end so they’re able to complete steps needed to prepare the Success Plan for use. The due date of this Success Plan should reflect the last day of the next calendar year (12/31/2023). Current configuration limitations means they’d also be required to update all the due dates at the objective level manually as an added step, in addition to updating the Success Plan level.Currently you’re able to assign the dates based on two selections: Assign Date + days OR Objective Start Date + Days. Pictured below: What we are requesting to see is something to the effect of:Custom Date Last Day of Current Calendar Year Last Day of Current Calendar Month Last Day of Current Calendar Week Last Day of Next Calendar Year Last Day of Next Calendar Month Last Day of Next Calendar Week First Day of Next Calendar Year First Day of Next Calendar Month First Day of Next Calendar WeekIt’d also be important to include fiscal year within these options in addition to the above.

Forum|Forum|2 days ago

GLauContributor ⭐️

Customer News/RSS FeedNew Idea

Hi Gainsight Team, I’d like to suggest a feature enhancement that could help Customer Success teams stay informed about important developments related to their accounts. Currently, Gainsight does not natively support an RSS or news aggregation capability within the platform. It would be very useful to have a customer intelligence news feed on the Gainsight homepage or within account views that surfaces relevant news about our customers from trusted sources. Ideally, CSMs could review these articles and select relevant ones to add directly to the Timeline, helping capture important industry updates that may impact renewals, expansion opportunities, or account risk. This would help Customer Success teams stay proactive and better prepared for customer conversations, QBRs, and strategic engagements. Thank you for considering this idea.

Forum|Forum|2 days ago

ajprinceContributor ⭐️⭐️⭐️⭐️

Staircase - Define New Data SourcesNew Idea

"An AI is only as good as the data it learns from."Staircase provides incredible insights for our business already around retention, engagement, sentiment, and expansion.How can we take it further?We need it to know more about our business so that it has access to all of the information we would want it to crawl when our users ask it for recommendations and next steps.Why Would this be Important?Maximizing Value Delivery to the Customer - Helping CSMs close any knowledge gaps by allowing them to see what’s been missed or overlooked. Imagine a query like “Help me identify top adoption opportunities for my entire book of business” Unlocking Expansion Opportunities Across the Entire Business - Credit to @dcassidy for sparking these ideas - Imagine what that could do for the Expansion Analysis. Looking at 100-ish products against companies with a similar profile and "company x benefits from adding product abc" and guiding the CSM on how they might work through that with the customer. Imagine using a query like “complete a whitespace analysis across our entire segment/customer base and suggest the top adoption/expansion opportunities” Taking EBR/Strategic Conversations Further “Based on my customer’s desired outcomes and business challenges, which solution/features can we recommend to them? Include value proof points from other customers who have shared that this has helped them” "What LMS courses would by customer benefit from taking, based on their knowledge from the tickets, community posts, product usage, etc?” We need Staircase to be able to crawl data sources like:LMS platforms - understanding what learning courses are available to our customers Community platforms (and not just Gainsight’s) - understand what our customers are saying, common solutions to our customer’s problems, ideas, etc. Knowledge Bases - Crawl all of the knowledge base articles and product information Public Websites (ours, our distributors, our partners, and our competitors) Telephony platforms (transcripts) - where our support teams will be communicating with customers beyond simply the ticketing platform for live support, field service requests, etc.I’d view all of this as beyond simply an integration--the need is for Staircase to actually “crawl” and “ingest” this information.

Forum|Forum|2 days ago

anirbanduttaExpert ⭐️

Points for Manual BadgesOpen

I think the only thing missing in the current Manual badge template is the option of also rewarding some points. Pl feel free to lock this idea if this topic is already covered elsewhere

Forum|Forum|2 days ago

heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

Email Assist - Additional BCC OptionsNew Idea

We have a need to be able to add additional BCC recipients via an email sent from a CTA task. We encourage our users to send via Gainsight so that additional tracking info is available, so, we’d like the ability to add additional users as BCCs.Our use case - we are sending out some provisioning emails via CTA, and there are cases where we’d like to be able to BCC other internal stakeholders, but NOT display their email addresses to the customer. I’ve provided two workarounds (providing below in case others are interested), but both require additional work from the sender, so would ideally like the process to be a bit more streamlined.Keep the Reply To - BCC Email Sender checked, and then, forward from the user’s inbox to the additional recipients. Once email is on Timeline, go to Timeline and @mention appropriate additional users.

Forum|Forum|2 days ago

KseniiaContributor ⭐️

Separate CC and BCC Functionality in GainsightNew Idea

I’d like to suggest a basic feature that would improve the journey management: the ability to add recipients to CC and BCC separately. Currently, Gainsight only allows for all recipients to be in either CC or BCC, which limits the ability to manage emails effectively.The ability to add recipients for both CC and BCC in one email within the automated program would greatly improve the email management. This would enable everyone to keep the right stakeholders informed while maintaining appropriate visibility and confidentiality.

Forum|Forum|2 days ago

mhoffman127Contributor ⭐️⭐️

Customize "add to calendar" copyNew Idea

We’d like the ability to customize what gets added to the member’s calendar when they select Add to calendar after RSVPing to an event. Specifically, we’d want to include:- The event description, so they remember what they signed up for- The join link for the virtual event itself, which is almost more important than pointing them back to the event page (and, would save the user a click)

Forum|Forum|2 days ago

Idea Pipeline

5743 Ideas

Permission Bundle: Navigation > Administration > Cockpit > Playbook OnlyNew Idea

Best Answer Button: Show who marked the answerOpen

Ability to Add Mid-Level Person to People Maps without Re-BuildNew Idea

Allow Group Send Email Templates to be Available in Send Email from CTANew Idea

Schedule Conversation or Question PostNew Idea

Question. Is it possible to report on the "Drafts" in Timeline by User? [Email to Timeline]Open

Include GSID in Company Merge tool screenNew Idea

AI Cheat Sheet for Gainsight Home/Portfolio SummaryNew Idea

Add Smart Trackers to Gong integration logging to timelineNew Idea

Improve Text Editor Behaviour When Editing Posts with ImagesNew Idea

Customizable navigation bar with dropdown for external linksReleased

Being able to see someone else already typing in the frontendOpen

Make all users accept the new Terms & ConditionsParked

Allow Code Snippets (SQL, JavaScript, etc.) to Post Without WAF RejectionDiscovery