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    Idea Pipeline

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    5961 Ideas

    M
    Mary KeerthiContributor ⭐️

    Increase widget count on dashboard.New Idea

    This request is to increase the dashboard widget limit to 40 so that it will be useful to integrate all of the necessary keypoints in a single place when integrating with several external systems. 

    8
    mobrien14
    Forum|Forum|2 days ago
    dcassidy
    dcassidyHelper ⭐️

    Churn Save Event DetectionNew Idea

    I've raised this during Office Hours and wanted to formalize it as an official idea.Staircase already does excellent work surfacing Churn Risk signals, Churn Notifications, Extremely Negative Messages, and Highly Positive Messages - all high-value events that drive action across CS, Sales, and Leadership. I'd like to extend that framework with a discrete "Churn Save" event.The ask: When Staircase detects a customer who was previously flagged at elevated churn risk (or even churn notification) and subsequently shows recovery or renewal signals, surface that as a named, trackable event in the platform.Why it matters:CSM-level: Gives individual contributors concrete, timestamped evidence of impact to bring into performance conversations and 1:1s — no manual documentation required. CS Org-level: Enables CS leadership to aggregate and report Churn Saves as a measurable outcome alongside ARR retained, rather than relying on anecdotal accounts. Executive-level: Provides ELT and C-Suite a defensible, data-backed metric for CS ROI — particularly relevant given current pressure on every org to demonstrate clear business value.This builds naturally on existing Staircase detection logic and would give the platform a closed-loop view of the churn lifecycle: risk identified → intervention triggered → save confirmed.Interested to hear whether others are tracking Churn Saves manually today and what signals you'd want Staircase to use to confirm a save event. 

    1
    heather_hansen
    Forum|Forum|2 days ago
    A
    ana_gHelper ⭐️

    Ability to pin a Timeline activityDevelopment

    Our client timelines are reviewed by a number of different users, from CSMs to Management to others who support the account and need to quickly sift through Timeline activity notes to pull details for QBRs. It would be helpful if the CSM could pin a particular Timeline activity to the top of the Timeline to flag for review by others. So for example, if the CSM logs an update, he/she would include the most important points in that activity so others don't have to spend time reading all of the long email chains, etc. just to get to what they need, while CSMs won't need to change their process of logging activities.

    45
    dcassidy
    Forum|Forum|2 days ago
    Chris Anderson
    Chris AndersonHelper ⭐️

    Add support for "Product Update" post type as a filter in Zapier New Topic triggerClosed (Won't Do)

    I don’t see a way to trigger a Zap currently from a Product Update post. Ideally we’d like to automatically forward Product Update posts into a specific slack channel.

    10
    Aleksandra
    Forum|Forum|2 days ago
    J
    john2Contributor ⭐️

    Zapier Trigger: Assign BadgeClosed (Won't Do)

    It would be super helpful to me if there was a Zapier trigger for when a user is assigned a badge or role.  Would love to be able to sync badge status from InSided to our Salesforce contacts.  

    3
    Aleksandra
    Forum|Forum|2 days ago

    Allow Zaps to apply to more than one content type and categoryClosed (Won't Do)

    Love using inSided with Zapier, but a pain is that zaps have to be defined for every content type and category individually. This creates a ton of extra work. Would love to see options to either select some or all of a content type or category and have in a single zap.Example:Trigger: New topic liked in inSidedAction: send notification to a specific toolCurrent:Step 1: Select content typeStep 2: Select category Step 3: Repeat a thousand times over and over for each of these combinations until your brain is numbFuture:Step 1: Select relevant or all content typesStep 2: Select relevant or all categoriesStep 3: Your done hurrary!!! And if I’m missing something and the future is in fact possible -- please let me know. 

    11
    Aleksandra
    Forum|Forum|2 days ago
    Onomatopoeia
    OnomatopoeiaHelper ⭐️⭐️

    Integrate Staging with ZapierClosed (Won't Do)

    It’s not currently possible to integrate Zapier with the InSided Staging environment as the API key from staging is invalid. This means for users (like me) with complex SSO set ups, it’s impossible to test new Zapier integrations without impacting end-users of the community.

    3
    Aleksandra
    Forum|Forum|2 days ago
    T
    t.nelsonContributor ⭐️

    Home "Actions" Widget to Display Tasks Not Associated with CTAsNew Idea

    I noticed that Activity and Meeting-related tasks were showing up in Cockpit, but not the “Actions” tab on my Home page.  Upon further investigation, I confirmed that this is expected due to recent changes in how tasks and CTAs are displayed in the new Home Page layout.  I’d request that the “My Tasks” view available in the “Actions” tab does not limit which tasks are included and instead mimics the exact filters from Cockpit.

    0
    T
    Forum|Forum|3 days ago
    Gaby
    GabyHelper ⭐️

    Ability to add notes if ban a userNew Idea

    I often decline a user because they don’t qualify - for example they are part of a company that is a client of ours but not in an eligible role. I’d love to be able to note somewhere a reason for the decline so it’s visible to other team members.

    0
    Gaby
    Forum|Forum|3 days ago
    E
    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.

    12
    L
    Forum|Forum|3 days ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Add a "No Replies" Sort to Unanswered Questions Landing PageOpen

    For the Unanswered Questions search landing page at every community.domainURL/search/activity/unanswered like this one here on InspiredIt would be helpful to add “No replies” as a sort option. The exact opposite of the “Most Replies” option. This would be helpful for CMs, super users, moderators, etc who take an active interest in answering quesitons. Based on the URL for most replies, it seems as simple as adding another quick link option with an ascending URL, rather than descending: /search/activity/unanswered?sort=replycount.ascI got it to work by changing the URL, so I’d hope this could be a quick win idea to implement. 

    8
    Jef Vanlaer
    Forum|Forum|3 days ago
    mightylud
    mightyludContributor ⭐️

    Restrict user access to Gainsight MCPNew Idea

    Now that MCP access is available in Gainsight CS It would be incredible if we had the ability to authorize this use via Permission Bundles.

    3
    mobrien14
    Forum|Forum|3 days ago
    aaronhatton
    aaronhattonHelper ⭐️⭐️

    Add the ability to create contact records from a timeline entryDiscovery

    It would be great if I could add a new contact from Timeline entries. The contact I am trying to add as an external attendee doesn't exist so now I need to go back to people, add them, then try again (less likely to do that). If I could be prompted to add the contact, fill in any fields required and hit save, then continue doing my timeline entry, it could help ensure proper record keeping  

    11
    dayn.johnson
    Forum|Forum|3 days ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    Admin defined views for TimelineDevelopment

    Gainsight Admins should be able to “push” views to Timeline, the same way they can Cockpit views today.  Here are a few use cases:Authored by Current User and Company is not managed as Customer Help CSMs find activities where they selected the wrong account and update with the correct account information Creating a view for all accounts within a hierarchy Helps CSMs with complex account hierarchies find all Timeline activities for the parent and child accounts

    40
    mobrien14
    Forum|Forum|3 days ago
    darkknight
    darkknightExpert ⭐️

    CS - Allow Summary section multiple times on a single C360 layoutNew Idea

    Similar to, but different from, this:  Please allow admins to add the Summary section more than once on the same C360 layout (e.g., “Adoption Summary,” “Support Summary,” “Renewal Summary”), similar to sections like Reports that can be added multiple times.ProblemAs we add more data and teams request more 360 insights, we want to keep information organized into logical groups. Today, Summary is the best “at-a-glance” area, but we can only have it once. This leads to either: A single Summary that becomes overcrowded, or Creating additional tabs/sections primarily for layout organization rather than user experience. Impact Cluttered UI: one Summary gets packed, hard to scan More tabs than necessary: CSMs click around to find related insights Higher admin overhead: more layout maintenance as requirements grow Proposed EnhancementAllow admins to add multiple Summary sections to a C360 layout, with: Independent titles per Summary (e.g., “Adoption,” “Support,” “Renewal”) The same widget types supported today in Summary Example Use Case Summary #1: Adoption at-a-glance (usage KPIs, feature adoption, last activity) Summary #2: Support at-a-glance (open cases, escalations, SLA risk) Summary #3: Renewal at-a-glance (days to renewal, renewal stage, risks) Why this mattersThis would reduce “tab sprawl,” keep the C360 experience intuitive, and scale better as our data model grows.

    4
    revathimenon
    Forum|Forum|3 days ago
    sarahmiracle
    sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

    Allow Summary page in C360 to be used more than onceNew Idea

    Summary page types in C360 are super powerful as you can combine reports, attributes, widgets all in one place. However, they very quickly get overwhelming because they are the ONLY page type that allows for this type of configuration.Today, we are limited to adding a Summary page type once. When you already have one, you cannot add another. This request is to allow more than one Summary page to be added to a C360 layout. 

    8
    revathimenon
    Forum|Forum|3 days ago
    E
    Ethan DouglasContributor ⭐️

    Integration with Microsoft CoPilotNew Idea

    With some of the recent AI tools created with Horizon AI, what are the plans to integrate with Microsoft CoPilot?   There’s huge potential to integrate CoPilot into Timeline (similar to Gong integration) and automatically sync all notes, tasks, etc into Timeline, tasks and potentially Cockpit.

    2
    sam_buddery
    Forum|Forum|3 days ago
    saltamash
    saltamashHelper ⭐️⭐️

    Allow Update CTA Rule Action to Preserve Playbook Task Owners Instead of Reassigning All Tasks to the CTA OwnerNew Idea

    Currently, when a playbook is attached to a CTA using the Update CTA Rule Action, the task owners defined within the playbook are not retained. Instead, all tasks are assigned to the CTA owner.After raising a support case and engaging with Gainsight Support and Engineering, it was confirmed that this is the current expected behavior and not a defect. However, this limitation significantly reduces the usefulness of playbooks in automated workflows.Current BehaviorExample:Playbook contains:Task A → Assigned to User ATask B → Assigned to User BRule Action updates a CTA and attaches the playbook.Result:Task A → CTA OwnerTask B → CTA OwnerThe ownership configuration defined within the playbook is ignored.Expected BehaviorWhen a playbook is applied to a CTA through Rules Engine or External API, the tasks within the playbooks should honor the ownership settings and not default to CTA owner.

    0
    saltamash
    Forum|Forum|4 days ago
    bjoern_schulze
    bjoern_schulzeHelper ⭐️⭐️⭐️

    Private Messages: Enable attachmentsParked

    For service-oriented communities it's a regular occurrence to move a conversation to private messages in order to obtain customer information or data. Right now it is not possible to attach images (the WYSIWYG editor isn't activated for private messaging), PDFs or any other file types to a private message. We would like to be able to have attachments for the standard file types (jpg, png, pdf, txt) enabled to private messages.

    9
    Larry
    Forum|Forum|4 days ago
    M
    Miguel V.Contributor ⭐️⭐️

    Sending a Bulk Private Message to a Large Group or the Entire CommunityParked

    Hi, In our Forum, sometimes we need to send a bulk message to a large group or even entire community. Nowadays, it is only possible to send to 50 users at a time. It’s okay, if they are very specific messages and for very small groups. But if we need to promote, highlight, alert, warn, change or communicate some content to a larger group or even to the whole community, the work becomes practically impossible and ungrateful for a communities with 50K, 100K or more users. Despite being sporadic sending, which has a more personalized and engaging goal for each user in the community (also transmitting a feeling of uniqueness to each of them), I think it would be an improvement and added value for the proper functioning of the platform and forum. As an alternative, at least the possibility of increasing to large number, for example 1000.   I look forward to your evaluation for this request :)   Thanks

    8
    Larry
    Forum|Forum|4 days ago
    spencer_engel
    spencer_engelExpert ⭐️

    Allow More Flexibility with the Out of Box Timeline Activity Sync back to SalesforceNew Idea

    I learned today that the out-of-the-box Timeline sync requires “External Attendees” to be mapped to “Name” on the Task object in Salesforce. You can’t unmap this, which is unfortunate enough.  To make matters worse, the mapping is hard-coded to look at “External Contact ID” on the Company Person and matches that to the SFDC Contact ID. You can’t change this. If we could, we would repoint this mapping to the “External ID” on the Person instead. Why is this so inflexible? Now I have to identify which activities have been failing (not that easy because the GS Error Logs object only goes back 30 days) and create a rule to supplement our Activity Sync when I should just be able to make a simple configuration change in the out-of-box sync. Please consider enhancing this feature.

    0
    spencer_engel
    Forum|Forum|4 days ago
    kstim
    kstimHelper ⭐️⭐️

    Feature Request: Differentiate C360 Layouts Based on Access Context (Zendesk Widget Context vs. Gainsight App Login)New Idea

    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: If accessed via Zendesk Widget  → Show Widget-Optimized Layout 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: 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. 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: 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. 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.

    0
    kstim
    Forum|Forum|4 days ago
    timcavey
    timcaveyHelper ⭐️⭐️

    Reputation, points, and rank to erode over time for inactive membersOpen

    I read a really good blog that pointed out how much better it can be for gamification metrics like points, reputations and ranks to erode slowly over time.  Example: If a member earned a high reputation 24 months ago by posting lots, getting ‘likes’ and best answers, and then goes quiet, their score should start to drop over time. That way it’s clear to members that they’re no longer a voice of authority, a reliable source for help, and a valuable member, at least, not as much as they were 2 years before.  It rewards the consistent member, and it helps newbies rise to the top, above the legacy members. Thoughts on this welcome!

    6
    jvdc
    Forum|Forum|4 days ago
    mmayhall
    Gainsight Employee ⭐️
    mmayhallGainsight Employee ⭐️

    Allow the Flow of Split RecordingsNew Idea

    Hi Team, Currently, if a call recording/transcript is “split” in the middle of the call, Staircase is only able to pull in the first recording, which can cause anything in the second call to be missed. It would be really helpful if subsequent call recordings would also be picked up, to allow for cases where the recording/transcript may have been stopped for various reasons, such as needing to answer the door, take a break, etc. Thanks in advance for your consideration!

    0
    mmayhall
    Gainsight Employee ⭐️
    Forum|Forum|4 days ago
    mobrien14
    mobrien14Helper ⭐️

    Clone 'Program Steps' in Dynamic JONew Idea

    We’re currently working a multistep survey program, which includes reminder emails & evaluate steps for generating CTAs based on a client’s response. Given the number of reminder emails & steps (split into two branches after participants are loaded), this leads to 6 evaluate steps and 12 ‘Create CTA’ steps that are identical in terms of criteria/filtering.For situations like this, it would be great to have the option to clone the first Evaluate & Create CTA steps so that we aren’t having to set the same criteria 6-12 times. Having this option would cut down. on build time and streamline the development process.

    9
    revathimenon
    Forum|Forum|4 days ago

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