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    Idea Pipeline

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    6164 Ideas

    jeremy_johnston
    jeremy_johnstonHelper ⭐️

    Allow more than 3 emails in the Email Copy to field - Journey Orchestrator - ProgramsNew Idea

    We have situations where we want to copy JO Program emails to more than 3 recipients, the current limit.  Please expand the limit to allow for this.  Ideally there would be no limit at all, but if I had to pick a minimum we’d like to have, I’d say 10. Thx.JJ

    1
    vmallya
    Forum|Forum|2 years ago
    mkome521Contributor ⭐️

    Make it so switching an email template using Dynamic JO retains the Sender Name and Sender Email AddressNew Idea

    Present day, after cloning a dynamic JO program if I want to update the email template, doing so will change the Sender Name, Email and Reply-to fields to whoever swapped the template (usually me). This was not the case with the old JO. The sender selections would remain based on the previous selection for that email step. I’d love to see that functionality in the new dynamic JO as well.

    0
    Forum|Forum|2 years ago
    cwhitleyContributor ⭐️

    Programs should be able to be scheduled/sent multiple times a day instead of onceNew Idea

    Currently, a Program JO can only be scheduled to sent once a day. We would like for things like emails to go out multiple times a day as the information that is used to Filter our Participants is updated constantly, meaning there is often a 24 hour delay before they are picked up and sent the email. Primary use case in my situation is a Welcome/Kickoff Email for new customers.

    2
    vmallya
    Forum|Forum|2 years ago
    donnamcnamaraContributor ⭐️⭐️

    Trigger JO programNew Idea

    Currently, we have a JO program that triggers a case satisfaction survey 24 hours after a case closes. We’ve been told that there is no way to time the survey to go out sooner - more closely to the case closing. I’m wondering if that is an enhancement that could be considered for the future? I believe part of the poor response rate is that the survey is lost given it goes out 24 hours later. Not the full reason for poor response rate, but could help increase responses.

    1
    vmallya
    Forum|Forum|2 years ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    Participant Activity needed in Dynamic ProgramsReleased

    I was just trying to determine if any participants are likely to go to a next step of my Program and identified there was 1 active participant that might.  I could not easily tell when they joined the program to know how long they had been in the evaluate step and might progress.  After opening the r360 and looking at the dates and email sends in Timeline, I actually found the active Participant had already moved from the Evaluate step to a different branch of the Program.  In the old Program, we could see Participant Activity and easily identify the dates and steps within the process for each participant.  Admins need to easily access the same information in Dynamic Programs.  Please let me know if that is already available and I could not find it, but if it has not been built, it is essential to admin workflows, including if an end user has questions about the process an individual participant has/will take in a Program.  Especially important with more complex branching.

    2
    vmallya
    Forum|Forum|2 years ago
    andreammelde
    andreammeldeHelper ⭐️⭐️

    Use Journey Orchestrator to send messages via Sally SlackReleased

    In efforts to streamline comms to CSMs, we often leverage JO to send an internal email. It would be great to push this comm to Sally Slack bc email will get bogged down. Our team does not engage well with CTAs, they tend to get over leveraged and not updated making the open CTAs more noise than helpful. We have certain fields we would like the CSM to maintain and if we notice they are “out of compliance” give a quick Slack ping

    2
    vmallya
    Forum|Forum|2 years ago
    Elana CipinContributor ⭐️⭐️⭐️⭐️⭐️

    Pooled work assignment in JOReleased

    I was so excited to start using pooled work assignment, until I realized it’s not actually available in JO. The biggest things we’re doing with our pooled team, is automating anything and everything for them. We’ve been designing new programs to send out customer emails, and create CTAs in these journeys. There’s a huge gap with the pooled work assignment release, with not being able to assign to the pool through JO. The only workaround I can think of is creating a rule for every CTA created. If anyone has better workarounds let me know! But this should be built into JO functionality so we don’t have to create a clunky workaround.

    1
    vmallya
    Forum|Forum|2 years ago
    sarahmiracle
    sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

    Provide a downloadable CSV in Simple ProgramsReleased

    Help out us admins! Provide a sample CSV to download in Simple Programs > CSV source. I have one in Advanced Programs, but it’s not a great user experience when I have to go to Advanced Programs to grab it for a Simple Program use.

    5
    vmallya
    Forum|Forum|2 years ago
    romihache
    romihacheVIP ⭐️⭐️⭐️⭐️⭐️

    Time zones - Feature parity needed between Rules Engine and Data DesignerNew Idea

    Time zones management is very different between Rules Engine and Data Designer. Couldn’t be standardized, and use the same, simplified, Rules Engine UI?There are some minor naming differences, but the dropdown is the main difference (pain point) between the two: In Data Designer we have a very long dropdown list; it s possible to type into the search bar with a Basic Scheduler, but not when using Cron Expressions.In Rules Engine, is possible to type and both schedule types behave the same way:  

    2
    alizee
    Forum|Forum|2 years ago
    katepalli
    Gainsight Employee ⭐️
    katepalliGainsight Employee ⭐️

    Can't perform search in dynamic JO email filter stepDiscovery

    Hi Team,When we are trying to set up a filter on an email version in the email template under a new dynamic JO, we didn't have the option to search for the field, we just need to select a field from available fields. The search option is available in old JO. @vmallya 

    5
    vmallya
    Forum|Forum|2 years ago
    sarahmiracle
    sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

    Allow editing of Description on a cloned playbook in new playbook builderNew Idea

    In the new playbook builder, when you clone a playbook, you can’t edit the Description. It retains the text from the source playbook and is a grayed out box that is uneditable at point of cloning.To edit the Description of a cloned playbook, the resulting flow is:Clone your playbook, rename it, set the CTA Type Save your cloned playbook Find it in the list, Click the three dots Edit Then you can update the description Save againYikes 😬 can we have the Description editable at point of cloning?

    1
    romihache
    Forum|Forum|2 years ago
    tim.forstenhaeuslerContributor ⭐️⭐️

    Inline adding of screenshots in Timeline ActivitiesNew Idea

    Hey there!   A colleague of mine had the idea, that it would be amazing to be able to add screenshots in line while creating a timeline activity. This would be amazing to establish a connection between text and images, so it would be crystal clear which screenshot goes with which paragraph of the text. Cheer! Tim

    20
    Forum|Forum|2 years ago
    benwanlessmenlo
    benwanlessmenloContributor ⭐️⭐️⭐️⭐️⭐️

    C360 Layouts should have Filters on Lookup fieldsNew Idea

    Hello!We have quite a few lookup fields on the company object that are displayed on the C360 Summary Layout to our users to view and edit.One challenge/friction-point they face is in updating these fields. The search box searches All records for the lookup object. For example, if a lookup is to the Company Person object, the search displays Company Persons for all Companies across Gainsight when the only relevant records are those records associated with the Company.Filtering and displaying only the relevant filtered records would save users time when attempting to locate the correct records to update a lookup field on the C360 Layout Attributes setion. A similar capability exists in the CTA layouts for lookup fields. Namely the ability to apply “Filters” 

    1
    benwanlessmenlo
    Forum|Forum|2 years ago
    Jef Vanlaer
    Jef VanlaerHelper ⭐️⭐️⭐️

    Email from Timeline: ability to use template that includes the Activity noteNew Idea

    Email from timeline is great functionality to quickly share meeting notes with a customer. Typically, you want to add an introduction and a signature to these emails. It would be nice to be able to add these as a template to all emails you send from Timeline.

    4
    trevor_shand
    Forum|Forum|2 years ago
    Gainsight Employee ⭐️
    AvinashNethiGainsight Employee ⭐️

    Enhance the error logs to provide more meaningful and detailed informationNew Idea

    Hello Team,Our customers have requested that we enhance the error logs to make them more meaningful, easier to understand, and better at identifying the specific errors.For example, we currently receive exceptions like this: {"columnName": "Company_ID", "errors":[{"code":"lookup_failed","message":"Error"}]}. This error appears when there is null or unmatched data from the source trying to match with the lookup table data.Customers have raised a concern that the error message and the actual error event do not clearly correspond.Please consider this enhancement and provide a quick solution to improve the customer experience.

    2
    revathimenon
    Forum|Forum|2 years ago
    darkknight
    darkknightExpert ⭐️

    Sync Gong Highlights to GainsightNew Idea

    I received the following feedback from CSMs regarding having Meeting Assist enabled for Gong: Unfortunately, Meeting Assist does not provide enough value and requires more QC than anything. Key items of feedback found here:Action items do not link to the right owner and are over-inclusive (ie: it indicates unnecessary action items) Automated Notes are out of chronological order which is confusing. Additionally, they are quite ambiguous and lack meaningful context. Automated Risks and Issues are not accurate: One of the topics is contradictory to what was stated in the meeting. At this point, we would rather not have this option enabled and prefer to copy and paste the Meeting Outline from Gong into Gainsight. As a result, we are disabling MA.  But that results in CSMs having to manually copy/paste Gong notes (which they deem more accurate) into Timeline, since according to the Gong Integration FAQs only the meeting recording, title, trackers and attendees are synced to GS.In addition to previously provided Gong integration feedback, we need the ability to have the Highlights from Gong synced to the notes portion of the Timeline.

    0
    darkknight
    Forum|Forum|2 years ago
    mstone
    mstoneHelper ⭐️

    Ability to set order for Ideation StatusReleased

    The Ideation Status section is currently auto-organized alphabetically.  I’d prefer to be able to set the order to match the order that ideas go through our pipeline. See attached.

    12
    jvdbelt
    Forum|Forum|2 years ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Customize Display order of Ideation Status in "Filter by Status" widgetReleased

    Current state default is to show ideation statuses alphabetically in the filter widget. current example from InSpired’s ideation A better UX would be to order these in alignment to either the idea development process or most popular statuses:For example: New → Under Construction → Delivered (with others following lower in the list) As you see in the example from InSpired (photo above), lists can be quite long and noisy, thus important statuses like “under construction” get buried at the bottom of the list based on alphabetical. 

    3
    Sudhanshu
    Forum|Forum|2 years ago
    Jeremie.GreeneContributor ⭐️

    Move Pop Up Box when CTA's are completedNew Idea

    Whenever you click a CTA that is completed a box pops up on the left hand side of the screen and prevents you from clicking into the next CTA unless you exit it out or it disappears. Can product consider moving this box to another side of the screen where it won’t interfere? If there is a way to already do this, please let us know.

    0
    Forum|Forum|2 years ago
    akarabatsosContributor ⭐️

    Bulk actions for Product mapper (cloning, moving features, deleting, etc).New Idea

    I would love to have the ability to perform bulk actions in the product mapper. By this I mean cloning, moving, deleting, etc. Our team has been making changes to our mapping structure lately and bulk actions would dramatically speed up the process and make it less tedious.  Moving features is especially awkward if you have a complicated mapping structure since you have to drag items a long distance and ensure it doesn’t fall under the wrong module. If there were a way to select features and then tell them where to go in the mapping structure, that would be extremely useful.   

    0
    Forum|Forum|2 years ago
    darkknight
    darkknightExpert ⭐️

    Gong Integration Feedback/EnhancementsNew Idea

    Testing out the Gong integration today (along with Meeting Assist) and it’s cool, butNoticing that Meeting Assist and Gong’s AI Highlights produce very different results. Expected of course, but with CSMs using both systems, it can create a bit of confusion and/or redundancy as they now have to consult two tools and compare results.  Would be great if there was a way to integrate the two so we can see both sets results in one entry.   Additionally, when Gong sends out the “Your call is ready” email to the CSM, it includes a few items that would be great to include in the Gainsight sync:Associated Deals Interaction Tips Link to Generate a Follow-Up Email (through Gong) For that last item, I know we can share the Timeline Activity record with the attendees through the “Share Via Email” feature, however the URL that gets synced over to Gainsight is  the internal Gong URL which requires the recipient to login to Gong vs. the external facing URL that gets generated with the “Generate a Follow-Up Email” link in the Gong results.Gong only syncs over as one Timeline type. There are often times when Gainsight customers track different types of meetings using different types.  For example, we log Business Reviews as a separate Timeline type because we have different fields we need to have populated vs. other meeting types. Would be great if there was a way to logically map specific types Gong meetings to Gainsight Timeline types to save CSMs from having to go manually convert a Meeting to a different type.    There does not appear to be a way to specifically filter (or report on) Timeline entries that were logged through Gong.  That would seem to be a bit of a gap.   Today, in the Gong Integration settings, I can only filter on Company ID and User ID. That is very limiting, requiring me to hard code in individual users for whom I want to have calls logged in Gainsight. Removing those filters results in ALL Gong calls getting logged to Gainsight, regardless of who created them. Would really help streamline and avoid clogging up Timeline if we could filter by a different role-identifying field on the User object.Don’t know what, if any of that is possible, but happy to have a more in-depth conversation with PM about this.

    3
    darkknight
    Forum|Forum|2 years ago
    darkknight
    darkknightExpert ⭐️

    Give admins option to disable the Onboarding Help BotNew Idea

     This onboarding help bot is confusing end users and annoying admins. Please give admins the option to disable in our environments. Many of us already have onboarding processes and documentation and this just confuses our end users with them thinking this is something they are required to do in addition to whatever instructions we give them. My process in Confluence: I don’t need my end users distracted with links to the community, confused by the labyrinth of support documentation, etc. In my environment, I already have curated internal documentation and links to trainings my users need (see below)For customers who want this, fine let them have the option to enable it. But for those of us who don’t (and there are a lot!) please give us the option to turn it off! My Internal Gainsight Support Page 

    1
    priscilla.torres
    Forum|Forum|2 years ago
    Stuart
    StuartHelper ⭐️⭐️

    CS+PX: Ability to record emails from PX to timelineNew Idea

    Hi folks, I don’t believe there is currently any functionality that allows for emails sent to product end-users via a PX engagement can be recorded to timeline.  This potentially creates a blind spot for the CS team, who aren’t necessarily aware that customer enablement messaging has been sent - finding this information in PX would be 1) a new tool for CSMs and 2) completely over the top given these two systems sync with each other already. I’d like to see the ability to log emails from PX to timeline, or even better any engagements an end-user interacts with (in-app or email).

    0
    Stuart
    Forum|Forum|2 years ago

    Ability to edit an ideaReleased

    Would be helpful to have a way for users to edit the title and/or content of an idea once posted. In my case I goofed up here with the title (making it badges) and couldn’t update. Even if there was a way for me to close off the idea or delete it and create a new one would work too.

    25
    jvdbelt
    Forum|Forum|2 years ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Category-specific Content Moderation RoleOpen

    I’d like to be able to have a moderator role with restrictions to specific categories. Moderator Can: Create content in that category Moderate content in that category Reorder content in that category (for Knowledge Base) See analytics for content in that category (nice-to-have, not must have)Moderator Cannot: Create content in other catgories Moderate content in other categories Edit category details beyond reordering content Edit other settings and customization options Access Users module (may not work with Moderator access, but I don’t love that they can access the user data and band users if they don’t need this)Use case: Collaboration with colleagues you want to empower to own a specific category (including reordering the the KB content), but limiting their access to only a specific category (or categories). Current limitations: Granting moderator role to the user provides undesire funcationality to publish/moderate in any category.  Platform module access is required to reorder content in a category Provides ability edit any category across all modules, rather than just specific category(ies) Provides ability edit other features in the category that they shouldn’t touch Impact: makes the Community Manager a bottle neck to reorder content OR grant more access than the user needs (which presents risk)

    2
    maxwell.malone
    Forum|Forum|2 years ago

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