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    Idea Pipeline

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    6159 Ideas

    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Create Notifications for TopicsNew Idea

    Would love to be able to set up notifications based on Topics. A couple of use cases:We have a new product migration coming up, and we’ve started to notify and migrate customers. We want to be able to keep an eye on the communications for that.  We created a topic, and we’d like to be able to send notifications to a Slack channel for that migration to get the feedback in front of the team responsible for the migration as quickly as possible. We’re releasing a new product and same concept as above.  We’d like to be able to share feedback on the product large scale without people having to log into Staircase to review.

    4
    bradley
    Forum|Forum|1 month ago
    johje69Contributor ⭐️⭐️

    "Extremely negative message" detectedNew Idea

    In the "Extremely negative message" detected email messages can details be added to include the signal and the direct quote. Right now just getting the email with either no info or the whole message isn’t helpful to understand how urgent the customer account is to action. I understand we can change the triggers but this would also be helpful to see similiar to how the Owner andTier are on the email details. 

    0
    Forum|Forum|1 month ago
    Gaby
    GabyHelper ⭐️

    Ability to pull events into "curated content" section of community discussion forumsNew Idea

    For some reason you can’t pull in events into the “curated content" section of community discussion forums like you can within groups.I often program events specific to a discussion forum and would love to be able to highlight it in the same way I can in groups. 

    1
    Gaby
    Forum|Forum|1 month ago
    AmandaHaydockContributor ⭐️

    Automated Knowledge Base RemindersNew Idea

    The ability to set reminders for when we want a knowledge article to be reviewed by our team to ensure everything stays updated and in compliance.

    0
    Forum|Forum|1 month ago
    kelly
    kellyHelper ⭐️⭐️⭐️

    Please Improve Out of the Box Email ReportingReleased

    Out of the box reporting for standard industry email metrics does not exist in this platform if you want to be able to slice and dice the data. I have to look to AO Emails to refine by Vertical or Segment, rather than Email Logs, however, it's not intuitive. Email Logs vs AO Emails Sent / Delivered / Total Opens / Total Clicks / Unique Opens / Unique Clicks Email send time (this is equivalent to Delivered) / Email Open Count / Link Clicked Count / Last Email Opened Date / Email Clicked Date I'm not sure how that could be any less intuitive. Plus, Email Logs and these fields in AO Emails do not allow for Formula fields so I can't have a report or a dashbaord that displays these metrics in rates, from what I've tried so far. Email Template Performance Report, found in Program Analytics, would be a great start alas it is nowhere to be found in Report Builder and is missing some key metrics. Please give us standard email marketing metric fields that don't require this type of work around. Related posts: ​Percentage of click rate and open rate of the email delivered through Program​ ​Email Template Performance Report - customize columns

    32
    vmallya
    Forum|Forum|1 month ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    New Program - chain Participant List with each Data Designer RunOpen

    In the new Program Beta experience, the Program is scheduled to run at a time independent of the sync of the list of Participants.  These should be chained, similar to the existing Program where the active Program is always looking for new participants and sending emails.  According to this ticket 29653, the new Programs only run at a fixed time set in the Program settings and the Data Designer or any other dependency may not have completed syncing the current information.Ideally, this enhancement would allow participants to join a program more often than once per day.We have some messages where we are trying to drive a client action within 48 hours, and with the timing of the syncs and the Program only running once per day, there is a chance they will not receive our email until after the time we are driving an action to happen.

    10
    vmallya
    Forum|Forum|1 month ago
    MRosas
    MRosasContributor ⭐️

    Rate Limit for RepliesNew Idea

    Problem:We recently experienced more than 900 spammy replies from a single user within a day, creating a significant volume-management and moderation challenge. We would like a way to control how frequently individual users can create new topics or submit replies within a defined period.Requested Feature:Introduce configurable rate-limiting controls that allow community administrators to limit the number of posts or replies a user can submit within a specified time window.Suggested Functionality:Allow administrators to define a maximum number of posts/replies per user within a configurable time period. Support separate limits for new topics and replies, or allow the same limit to apply to both. Example configuration: 1 post or reply per user every 10 minutes. Provide different rate limits based on user roles or permission groups, if supported. Display a clear message to users when they reach the limit, including when they will be able to post again. Allow administrators to temporarily increase, decrease, or disable the rate limit when needed. Ideally provide reporting or monitoring so administrators can identify users who are frequently hitting the rate limit.Business/User Impact:A configurable posting rate limit would help prevent sudden spikes in community activity, reduce spam and abusive posting behavior, and lessen the moderation burden on community teams. It would also provide administrators with a proactive control that can be used without having to ban users or entire regions.Priority: High – The ability to limit posting frequency would provide an important safeguard against unusually high-volume activity while preserving legitimate community participation.

    0
    MRosas
    Forum|Forum|1 month ago
    katepalli
    Gainsight Employee ⭐️
    katepalliGainsight Employee ⭐️

    Dropdown list field mapping in CTA rules.New Idea

    Hi Team,Currently, we are not allowing to map dropdown list field mapping in the CTA action in rules and the only option is to select the dropdown list values associated with that dropdown.Can we implement dropdown list mapping in the CTA action in rules. 

    4
    travis_floyd
    Forum|Forum|1 month ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Automate Relationship ReparentingNew Idea

    Once again, we’re an edge case but our business is such that we don’t know who the real customer is until the end of the contract. So we need to reparent relationships A LOT.We would like to trigger the reparenting through rules and not manually because of volume. Can we get an API action to trigger reparenting, please? We really do need to this in bulk. 

    0
    alizee
    Forum|Forum|1 month ago
    katepalli
    Gainsight Employee ⭐️
    katepalliGainsight Employee ⭐️

    Allow Gainsight admins to configure the default state of the "Group by Company/Relationship” checkbox at the email template level.New Idea

    Hi Team,We got a request from one of the customers as below -Enhancement Request: Allow Gainsight admins to configure the default state of the "Group by Company/Relationship” checkbox at the email template level.Today, when a user selects "Send Email" and Group Send is used, the checkbox is enabled by default. Users who do not want emails grouped by Company/Relationship must remember to manually uncheck it each time.Ideally, when configuring an email template, an admin would be able to specify whether “Group by Company/Relationship” should default to checked or unchecked when that template is used for a Group Send. The user could still change the selection at send time; the template setting would simply determine the initial/default state.Why this would be valuable:- Different email templates and use cases have different intended sending behaviors, so a single system-wide default does not fit every workflow.- It reduces the reliance on end users remembering to manually change the checkbox for particular types of sends.- It helps admins design templates that reflect the intended workflow and provides a more consistent experience across users.- It reduces the risk of emails being unintentionally grouped when the business process calls for individual sends, or vice versa.Desired behavior: When an admin creates or edits an email template, provide a setting such as “Group by Company/Relationship by default”. If enabled, the checkbox is pre-selected when that template is used; if disabled, it is not pre-selected. Users can still override the setting before sending.

    0
    katepalli
    Gainsight Employee ⭐️
    Forum|Forum|1 month ago
    kevin_ly
    kevin_lyHelper ⭐️

    [Timeline] Increase Character Limit to More than 32,000Released

    Posting on Behalf of a Customer. It is found that certain emails are not able to be logged from drafts due to Notes exceeding the character limit. It is being requested that the limit and logic check to be increased if possible as it would help retain important information for emails that would otherwise be truncated.

    12
    ChiragJ
    Forum|Forum|1 month ago
    revote
    revoteVIP ⭐️⭐️⭐️⭐️⭐️

    The ability for the user to download personal data themselves (RoA)Released

    What: I wish there are option in the user settings where users can download their personal data by themselves, whenever they wants.User should be able to downloadPersonal information Community content (Content user have posted to the community; topics, replies, uploaded pictures etc)In machine-readable form. Why: Today, if user wants to use his/hers legal right (RoA, Right of Access) to see what data is stored in the community user have to request it from the company or community admin. Who uses API to collect and download the data. Then data can be sent to the user.This current process takes time. Also it takes too much resources from as (as a admin) Also it is difficult for the member, user have to wait several days / weeks (max 30 days) to see the data Also this current process isn´t transparent, when member can´t do something by him/her self There are platforms where this is possible. I wish Insided offer this option also.

    9
    Forum|Forum|1 month ago
    katie_b
    katie_bHelper ⭐️

    Ability to select Timline Activity Type when logging to Timeline via Gainsight AssistParked

    Our CS team is LOVING the new Gainsight Assist Chrome Extension, but we have 1 major request that would take it to the next level. Currently, all emails Logged to Timeline show up as an ‘Email’ activity type. In most cases this may make sense, but we have a few situations where we’d like to be able to select the activity type the email should be logged to.One specific example is our team’s focus on Strategic Engagements with their customers. Currently, if they have a strategic conversation they are sending a follow up/recap email via Gainsight Assist that is being logged as an email. To ‘get credit’ and accurately report on our strategic engagements, they are then copy/pasting the recap into a new Strategic Engagement timeline activity and logging that via Global Timeline or the C360. It would save a lot of time if while sending their recap email they could select a drop down to log the recap as a strategic engagement instead of a generic email.

    26
    ChiragJ
    Forum|Forum|1 month ago
    andorfuhrer
    andorfuhrerHelper ⭐️

    Allow Screenshots to post directly to Timeline EntryDiscovery

    Allow Timeline Horizon to paste a screenshot directly to the body of a timeline entry.Prior to the Horizon update in timeline, CSMs were able to copy/paste screenshots directly to a timeline entry and it would post to the body of the message.  Since the update, we have lost that functionality.  Now screenshots are saved as attachments.  Not the end of the world, but it adds more clicks and since Gainsight is trying to minimize the clicks and user experience, this seems like a good opportunity to give back previous functionality.   Below is a screenshot of a timeline entry with a screenshot saved to the body  

    8
    ChiragJ
    Forum|Forum|1 month ago
    Erseburse
    ErseburseContributor ⭐️⭐️⭐️⭐️

    Ability to Configure Custom Timeline Views for End UsersReleased

    There was a recent update to allow admins to configure custom views for cockpit for End Users. When will this awesome feature be available for timeline? Would be great to set these up ahead of time to reduce burden for CSMs who wont know how data is organized in Gainsight to select fields, Thanks!

    28
    ChiragJ
    Forum|Forum|1 month ago
    darkknight
    darkknightExpert ⭐️

    Add Mandatory fields at Task levelParked

    The Mandatory fields feature in November release is great, but would like to see it extended to the Task level also as we do have some CTAs that span a lenghty amount of time (up to 90 days) and would be good to prevent an individual task from being closed unless they have completed Mandatory fields.

    6
    AshutoshSingh
    Forum|Forum|1 month ago
    britton_walker
    britton_walkerHelper ⭐️

    Customize timeline fields Sally can accessReleased

    I would really love the ability to customize what fields are available when logging a timeline activity through Sally. Our CSM's have quite a few activities to log by the end of the day, and they would love to do it all through Sally instead of clicking into each C360 page. However, we need them to log data in a custom field on the activity. Will it ever be possible to customize what fields a CSM can fill out through Sally instead of just the subject, date, time, note, and duration?

    10
    ChiragJ
    Forum|Forum|1 month ago
    chris_mudd
    Gainsight Employee ⭐️
    chris_muddGainsight Employee ⭐️

    Ability to Follow CTAsParked

    It would be nice to be able to follow a CTA so you would get notifications of when something changed and what changed for this CTA.

    5
    AshutoshSingh
    Forum|Forum|1 month ago
    darkknight
    darkknightExpert ⭐️

    Option to select Task Display Order at Playbook levelDiscovery

    We would like additional flexibility to set the Task Display Order at the Playbook level.  Some CTAs we want to have the tasks display in Due Date order, where the individual tasks are more strict when it comes to timing vs. others where the timing order is less restrictive (i.e. 4 tasks to be completed within 60 days, timing at discretion of CSM) we would want to display in Playbook order.

    8
    AshutoshSingh
    Forum|Forum|1 month ago
    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Success Plan Reporting: Drafts and ObjectivesClosed (Duplicate)

    Not sure if anyone else has noticed this, but I have a report that my teams use to show overdue CTAs, and it's including objectives from Success Plans that are still marked as Drafts. I can obviously add an exclusion to the report to remove them, but it didn't make sense to me that those should be included, especially since they are excluded from showing up in the cockpit. Support informed me this is intended, and suggested I post here. It's been very confusing for my leaders and CSMs, so thought others might also want to be aware. Adding the content of the merged IdeaCurrently, if the success plan is in draft state and if we try to open a CTA from report or from notification link its throwing an error – “The CTA you are trying to access could not be found as it might be in draft state or deleted or due to a system error.”As the error message is not referring to Success plan but referring to CTA, can we change it to “The associated Success plan is in draft state, so the CTA you are trying to access could not be found” it will make the customers easily understandable.

    13
    AshutoshSingh
    Forum|Forum|1 month ago
    hardik_mota
    hardik_motaHelper ⭐️

    Admin access required for Mass deleting timeline drafts for all the usersParked

    Hi Team, One of our customer is looking for a feature where admins can mass delete the timeline draft for all the users in the org. This will save time for users. Admin can review it and can speed up the process. Current behaviour : Only users can mass delete their own draft, but not admins. Expected behaviour: Need admin access to mass delete draft for all the users in the org Best, Hardik

    12
    ChiragJ
    Forum|Forum|1 month ago
    niall_mcgrath
    niall_mcgrathContributor ⭐️⭐️

    Success Plans- Attaching external documentsParked

    Success Plans are going to be a big part of how we use Gainsight. From speaking to our project manager, there doesn't seem to be a function to upload external documents to your success plan. This would be very beneficial when creating these as the text boxes are quiet limited when entering the description information. Ideally we would like yo attach an external document which our CSM's can reference when reviewing and editing the Success Plans.

    16
    AshutoshSingh
    Forum|Forum|1 month ago
    sai33335Contributor ⭐️⭐️

    Add Internal and External recipient fields to the Sally post to timeline option.Released

    Hi Guys, Can we add internal and external recipients fields in Sally for post to timeline option. Please refer to this screenshot.

    6
    ChiragJ
    Forum|Forum|1 month ago
    christopher_sanderson
    christopher_sandersonHelper ⭐️⭐️

    Reparenting tool in Gainsight for merged accountsNew Idea

    Hello Often times in SFDC, their can be mergers and acquisitions, or even just general clean up efforts, where accounts and their children records get merged.  SFDC has a very clean process for this. Wondering how we can achieve parity in Gainsight.  Examples include having two accounts merge in SFDC, then allowing someone to manually fire a process that looks at all records in Gainsight between Account 1 and merging to Account 2. Part of this will require allowing "re-parenting of children records", which is currently UNCHECKED (FALSE) on all Gainsight objects.

    8
    alizee
    Forum|Forum|1 month ago
    tyler_mcnally
    tyler_mcnallyHelper ⭐️

    Enable threaded replies from email client responding to Timeline @ mention emailParked

    Can we replicate the functionality google and other commenting sites have trained users on? You have received this email because you are subscribed to all discussions on ROI SP Tracking Aug 2019. Change what Google Docs sends you. You can reply to this email to reply to the discussion. (empahsis mine) Gainsight already knows the context and which timeline entry to post to. Is this on the roadmap? ETA?

    12
    ChiragJ
    Forum|Forum|1 month ago

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