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    Idea Pipeline

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    6159 Ideas

    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Merge more than 2 records at a time (Company / Relationship)New Idea

    We surely are an edge case, but unification shows some (too many) company records exist… in up to 8 duplicates. So what’s that? An hectoplicate? (👋 sales messing around in Salesforce and creating the same account 50 times). It’d be great if we could just merge all the “duplicates” identified through unification in one go instead of having to perform 7 merges when we have 8 dupes. Just let us pick the master like we can today and then we’ll decide what to keep from one or the other (or other other) record. One would argue to fix Salesforce and the sales process: the creed is to not make it harder for sales to sell. So… Sadly not an option. 

    0
    alizee
    Forum|Forum|1 month ago
    Zita_L
    Zita_LContributor ⭐️⭐️

    Provide metadata updates in data exportNew Idea

    We extract data from Gainsight using a filter on the lastActivityAt field, expected to be updated whenever there is activity on a topic, such as adding a reply, selecting the best answer, changing tags, merging topics. Currently, lastActivityAt only tracks genuine posting activity on a topic, the original post and new replies. It is not bumped by metadata changes like marking a best answer, adding or removing tags, or moving/merging a topic. Workaround offered to use Webhooks is not sufficient for our business case. Suggested solutions:The best solution is to have the lastActivityAt be triggered whenever a metadata changed, on the top of new content created. The second best option is to have a new field with this metadata: lastModeratorActivityAt. This is critical for our community with 70+ technical moderators who closely monitor results, their KPIs and increase their efficiency. 

    0
    Zita_L
    Forum|Forum|1 month ago
    Ravinder.Singh
    Ravinder.SinghContributor ⭐️⭐️

    Enhancement Request: MCP Write Access to Company Custom FieldsNew Idea

    Currently, MCP can access Company data, but it does not support updating Company custom fields.It would be helpful to add support for updating Company custom fields through MCP, with admins able to control which fields are editable.This would enable use cases such as updating account attributes and other custom Company data directly from MCP-driven workflows, while allowing administrators to manage field access as needed.We have a current use case that requires updating Company custom fields through MCP, and the lack of write access is a blocker for the project we're working on.This enhancement would reduce the need for custom automation when the desired outcome is simply to update approved Company custom fields.

    0
    Ravinder.Singh
    Forum|Forum|1 month ago
    NEOGOV Tom
    NEOGOV TomContributor ⭐️⭐️

    Email Subscribers When an Article Is UpdatedNew Idea

    Add a system email trigger that automatically notifies users who are subscribed to an article whenever that article is updated.Currently, subscribers can receive email notifications for activity such as new topics and replies, but updating the content of an existing article does not generate a notification. This creates a gap for communities that maintain evergreen documentation, product guidance, release information and other frequently updated resources.

    0
    NEOGOV Tom
    Forum|Forum|1 month ago
    TMaier
    TMaierHelper ⭐️

    Show more data in Company search results in GS Assist conflict resolution pop-upOpen

    We’ve experienced an issue with some select Companies where one recipient may be listed at multiple Companies with identical names. While this in itself is not ideal, our SFDC configuration requires it and I’d prefer to maintain parity between SFDC and Gainsight. Since the Company names are identical, our end users have no way to confidently select the correct Company in the conflict resolution pop-up when emailing one of these contacts through the Gainsight Assist email plugin. This problem would be far less of an issue if we had some additional data displayed along with the Companies in that pop-up which identified the Companies. GSID comes to mind, but is very long. If you could allow end users (or admins) to configure the search results in Assist in the same way that we do in Gainsight itself, we could add fields from Attributes at will. See excellent recreation below for reference...  

    20
    kath1129
    Forum|Forum|1 month ago
    AmyVBlakemoreContributor ⭐️

    Allow learners to view quiz description/instructions during a quiz attemptNew Idea

    Once a learner clicks Start and enters the question flow, the quiz description/instructions screen is no longer accessible from within the quiz. The back arrow in the top-left corner navigates out of the lesson entirely (back to the course or home page) rather than back to the quiz intro screen. There is currently no built-in control to return to the instructions mid-attempt.The challenge this presents is that for quizzes with instructions/context, students cannot toggle back and forth to see their assignment. It creates a confusing navigational experience. 

    0
    Forum|Forum|1 month ago
    triciaContributor ⭐️⭐️

    Show associated Success Plan in-line on TimelineNew Idea

    We can now attribute a Success Plan as an associated record from a Timeline Activity. However, you can only view the association if you open the individual activity. Please show the association in-line, the same way that it is displayed when creating an activity from the Success Plan’s Timeline.  

    0
    Forum|Forum|1 month ago
    romihache
    romihacheVIP ⭐️⭐️⭐️⭐️⭐️

    Gainsight Assist Chrome Plug-in: Always prompt the user with the conflict pop-upOpen

    Use case:We have some Customers that have my own org’s internal contacts in the Person object [eg: user@myCompany.com]When the CSM [user2@myCompany.com] composes an email in Gmail and has the Log to Timeline set as true and there are no actual contacts of the customer in the “To” line [eg: user@customerCompany.com], the CSM is not prompted with a screen to validate/see in which customer the Timeline entry is being logged in, inadvertently making a Timeline entry that wasn’t intended to that particular Customer. The same happens if the customer has several affiliates and the contact is missing in the Company that the CSM is intending to log the activity... the CSM will not realize the activity was logged into the wrong Company and neither that the contact is missing.Same scenario if they are intending to log a reseller’s email, the contact can be missing in the account they are intending to log the email to, and will end up inadvertedly logged into a wrong account.Is it possible to always prompt the user with this screen to show the Company Record where the activity is being logged into? (and the “Search a new account too of course) Also, will be ideal to show more data (e.g, the searchable field set in “Search Configuration”). See my awesome drawing for reference: Log to Timeline pop-up 

    8
    revathimenon
    Forum|Forum|1 month ago
    mobrien14
    mobrien14Helper ⭐️

    UI Translation functionalityNew Idea

    As a global organization, we have a number of users from countries where English may be spoken but is not the primary language (Japan, South Korea, etc.). As of now, neither Gainsight CS nor Staircase offer UI translation options which impacts their usability of the tool in a comfortable fashion. What’s worse is that, while there are some potential AI-powered translation options (namely in Staircase) they areLimited to AI-generated information vs. UI or communications Org-wide vs. user-to-user which negates the functionality for a global organizationWhile third party extensions are available, that opens the door to further PII & business data concerns. We’d love to see Gainsight implement better translation options to support these types of users.

    0
    mobrien14
    Forum|Forum|1 month ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    Admin Defined Timeline view - activity type filterNew Idea

    Please add automated email as a type of activity that can be added to the global saved views.

    0
    angela_domenichelli
    Forum|Forum|1 month ago
    HollySimmons
    HollySimmonsHelper ⭐️

    Allow CTA Type to be made Inactive despite Playbook existingNew Idea

    Currently you cannot make a CTA Type inactive when there is a playbook that exists attached to that type. This should not be considered as a dependency. I want to be able to make the type inactive, without needing to delete the playbook, as we have plans to bring it back in the future but do not want users creating this type of CTA currently. Thanks, 

    0
    HollySimmons
    Forum|Forum|1 month ago
    erin.brisson
    erin.brissonContributor ⭐️⭐️⭐️⭐️⭐️

    Saved View - include rows?New Idea

    When I create a view, I also update the number of rows I want to see but the rows preference doesn’t save when I save the view. Would love this small feature so I don’t have to keep clicking on the rows every time I view a saved report. 

    0
    erin.brisson
    Forum|Forum|1 month ago
    andybuchanan
    andybuchananContributor ⭐️⭐️⭐️⭐️

    Allow Non-Owners to Edit Specific Fields on Timeline Activities (e.g., Associate to CTA)New Idea

    Currently, permissions for editing a Timeline activity is restricted to the record's owner or you can provide a permission that allows a given user to update all timeline entries (or admin-level overrides), even for fields that are purely organizational/associative rather than content-related such as linking the activity to a Call to Action, Success Plan, or other related record.This creates friction in common cross-functional scenarios where activities are auto-captured via email integration (e.g., Gmail/Outlook sync, Salesforce activity sync) from team members outside the CS org such as Sales, Support, Services, etc. who don't have Gainsight licenses or don't actively use the platform.Example use case:A Sales or Support rep emails a customer, and that email is auto-captured as a Timeline activity via CRM/email sync. As the CSM managing the account, I identify that this interaction is relevant to an active Risk CTA I'm tracking. Today, I have no way to associate that activity to my CTA because I don't own the record even though I'm not attempting to edit the content of the note, just add a relational link.Requested Enhancement:Introduce field-level edit permissions on Timeline activities, separate from full record ownership. Specifically, allow non-owners (with appropriate role/permission) to edit associative fields like "Related CTA," "Related Success Plan," or similar linking fields without requiring ownership or edit rights over the activity's core content (subject, notes, type, etc.).Business Impact:Improves cross-functional visibility by allowing CSMs to build a complete picture of customer engagement across teams, even when those teams don't use Gainsight directly. Reduces manual workarounds (e.g., creating duplicate manual Timeline entries just to attach context to a CTA). Strengthens the reliability of CTA history/audit trails by linking to the original source activity rather than a re-created one. Supports broader adoption of auto-capture integrations, since the value of captured activities increases when CS teams can actually act on them.

    1
    andybuchanan
    Forum|Forum|1 month ago
    kmalsomContributor ⭐️⭐️

    Visibility to Timeline Entries from CalendarNew Idea

    We have CSMs that like to log their meeting entries into timeline from the calendar widget, but there are a couple of things that would make the usage easier.When an entry is made from the Calendar widget, show an indication that there is already an entry for that calendar event. Enable editing a timeline entry directly from the calendar.These would help reduce duplication of the timeline entries and simplify finding the meetings notes for a specific meeting when there are changes that need to be made.

    1
    Forum|Forum|1 month ago
    bradley
    bradleyExpert ⭐️

    Improved Action Setup for Horizon RulesOpen

    Hopefully not a repost, though I’m sure I’ve seen similar, and probably made similar. The Setup Action page isn’t great if you have more than three actions:I’m sure I’ve commented already on the criteria getting clipped and the action not having any useful information on it. Here, you can see that the number of additional criteria is barely even visible. The main issue is the workflow. If I ever want to work on one of these 25 other actions, I have to click show more criteria. When I work on the action, save and close it, I’m not even snapped back to the design. I’m just in empty space. See gif below to embark on a delightful journey with me: I’d really like to have more show by default or at the very least when I expand the list, have it stay expanded while I’m on the Actions Page unless I collapse it myself. Part of the reason for this is I’d also really like to see which actions are active, which are not, AND have the ability to toggle actions off without having to go into each action individually.If the actions are all on the same criteria branch, it’s pretty easy to see what is/isn’t active and do the toggling. But for the most part, my actions all have different criteria and, as you can see above, going into each action to toggle it on or off is a nightmare:You have to go through this expand, click, scroll, expand, click, scroll nightmare 25 times. Because of that, and the fact you can’t see if the action you just toggled off is off or not, it’s hard to keep track.Toggling actions on and off is great for testing, but really hard to manage for larger rules. When I wanted to test this rule, I ended up cloning it, and just deleting everything because it was easier :(, and even that was a pain.

    27
    Ester.Memoli
    Forum|Forum|1 month ago
    すもも
    すももContributor ⭐️⭐️⭐️

    Multilingual support for the opt-out unsubscribe pageNew Idea

    I would like the opt-out unsubscribe page to be displayed in languages other than English. The opt-out page can be created in languages other than English, but the unsubscribe page ends up being displayed in English. It would be great if the language could be unified, as it can confuse users.Streaming Settings Page (Japanese) Unsubscribe Page    

    1
    aiken
    Forum|Forum|1 month ago
    bradley
    bradleyExpert ⭐️

    Allow Label Changes for System FieldsNew Idea

    This has been asked for CS, but this is specifically about Staircase. There are some OOB fields that the tool really relies on, and it would be great to be able to customize the labels based on our business usage/nomenclature.For example, Tier is something we use to describe product tier, and we would like to be able to rename it “Segment” or something else so it has the same name as the source field in the CRM. It might be a bit smaller of an issue if folks move more towards interacting via LLM, but any way we can reduce context switching, or having to instruct LLMs to refer to it differently each time, would be great.

    3
    mobrien14
    Forum|Forum|1 month ago
    nsimon
    nsimonContributor ⭐️⭐️⭐️⭐️

    Salesforce Activity Sync — Test Run should indicate when related-object filters aren't reflected in the countNew Idea

    Problem:When setting up a Salesforce Activity Sync job (Administration > Timeline > Integrations) that uses a related-object filter (e.g., a lookup object with its own filter condition), the Test Run count can be wildly inflated compared to what actually syncs on the real run — with zero indication in the UI as to why.Example we hit:Job filters: Task Filter (Type = Email, Created Date >= 1/1/2026) + Related Object filter (a custom object's status field IN 5 specific values) Test Run: ~30,000 matching records Real run: only 910 synced Activity log showed 910 successes, 0 failures — no skip reasons for the other ~29,000, since those records were excluded before processing even beganRoot cause (confirmed by Gainsight Support):Test Run only evaluates the base Task Filter layer. It does not apply related-object joins or any filter conditions on those related objects. The real run applies both layers (Task Filter, then join + related-object filter), so only records passing both actually sync. This is expected/by-design behavior today, not a bug — but the gap is invisible until after the real run completes.Feature request:Test Run should either:Apply related-object filters so the count is a true preview of what will sync, or If that's not feasible, surface a clear UI indicator/warning when a job has related-object filters that aren't factored into the Test Run count, so admins aren't caught off guard by a large discrepancy between test and real run volumes.Why it matters:Without this, admins have no reliable way to validate sync scope before running a job live, especially on large orgs where a 30x+ discrepancy can go unnoticed until data is already in Timeline (or conspicuously absent from it).

    0
    nsimon
    Forum|Forum|1 month ago
    andorfuhrer
    andorfuhrerHelper ⭐️

    Allow Programs to batch operational emails when limit is exceededNew Idea

    We would LOVE if a program can send batches when the 5k limit is exceeded, so that all participants are outreached within a program.  Scenario:We want to reach out to all our users about a downtime they will experience next month.  We consider this email to be operational since it’s an email a CSM would send, we just need to be able to scale it.  Total users for our product is 29k.  By default, only 5k customers can be outreached in a single program. Current state: We need to create about 6 programs (5k each) in order for us to outreach all 29k customers.  Additionally we will have to take our participant list and either apply filters to ensure its only 5k OR if the participant list is being populated via a .csv file, we will need to create multiple .csv’s to ensure each list is at or below 5k.

    7
    angela_domenichelli
    Forum|Forum|1 month ago
    Anthati RameshContributor ⭐️

    Increase Character Limit Beyond 256 for String Functions (To String, To Lower, Concat String) in Rules Engine Formula FieldsNew Idea

    Problem StatementIn the Rules Engine, when using formula fields with string manipulation functions such as Concat String, To String, and To Lower, the current character limit is capped at 256 characters. This creates a significant functional limitation when working with rich-text fields (e.g., Comments) that commonly exceed this threshold.Specifically, the following issues arise:Concat String function fails when the concatenated output exceeds 256 characters To String and To Lower functions fail when the source field (e.g., a rich-text Comments field) contains more than 256 characters String formula fields cannot be directly compared with rich-text field types, adding an additional layer of incompatibility There is no viable workaround currently available to handle this use case when field values exceed the 256-character limit  Expected / Desired BehaviorIncrease the character limit for formula field string functions (Concat String, To String, To Lower) to support a minimum of 2,000+ characters or align with standard rich-text field capacity Enable native comparison between formula-generated string fields and rich-text field types within Rules Engine criteria Optionally, provide a dedicated rich-text formula function that handles large text fields without truncation or failure

    0
    Forum|Forum|1 month ago
    darkknight
    darkknightExpert ⭐️

    CS: Allow Journey Analytics Dashboard to be cloned/modified and made privateNew Idea

    While it’s great that this 7-year old request was finally addressed in the latest release, and that OOTB metrics are now available, there are a few things that make the experience less than ideal.For starters, the dashboard was made public by default. No dashboard should ever be made public by default–especially without notice. Admins should control how and when dashboards are rolled out/assigned.  (Side note: This dashboards went live for many customers without notice a few days before the recent update.)   The dashboard may contain irrelevant elements. There are aspects of the pre-built dashboard that may not be applicable to every customer’s environment. For example, we don’t send emails against relationships, therefore the Relationship filter is irrelevant. there are additional dashboard filters that would be relevant to our environment, yet I’m not able to add them.   we don’t use Gainsight for surveys, so those widgets are irrelevant. It would be fine to simply clone the dashboard and make our own customizations to it except….   The Journey Analytics Dashboard cannot be cloned or made private.  I get why you wouldn’t want a system dashboard to be deleted, however as noted in item #2 above, it may not fit every customer’s scenario, so we should be able to Clone the existing dashboard and make our own customizations to it AND... Make the system dashboard Private or assigned to techops@gainsight.com only (like the CSQL system dashboard is).  The workaround for this is to “Give access to specific people” and assign to myself.  This at least hides it from everyone else, but leaves a redundant, unnecessary dashboard in the admin view.   

    4
    dcassidy
    Forum|Forum|1 month ago
    ajprince
    ajprinceContributor ⭐️⭐️⭐️⭐️

    Allow Staircase to write AI Follow-Up to Different Activity TypesDevelopment

    Current Gap:We have a Gainsight health score measure which looks at whether a Business Review has been conducted for a customer. We also use the AI Follow-Up feature from Staircase to automate timeline entries with transcribed meeting summaries from customer meetings happening MS Teams. However, when these AI follow ups are logged from Staircase to Gainsight, they are always classified as a “Meeting” activity type. This means that in order for an automated meeting from Staircase logged to GS timeline to “count” against the scorecard measure, a CSM has to remember to go into Timeline and update the activity type. Maybe they’ll remember to do that, maybe they won’t. And it will affect the customer’s health score if they don’t.Staircase knows and is already detecting when a business review has occurred.As an admin, I don’t have the ability to configure or map this any other way. Proposed Solution:Instead, we’d like to be able to map different conversations detected by Staircase to different timeline activity types in Gainsight. For example, we’d like to be able to map lifecycle events detected by Staircase into different timeline activity types, like:Business Reviews Commercial conversations/renewals Kick-Off calls

    9
    ChiragJ
    Forum|Forum|1 month ago
    ngordonContributor ⭐️

    Automatically Remove Inactive Contacts from Shared Layout or SpaceNew Idea

    As CSMs are updating their contacts for a company, it would be ideal if a contact who went from active to inactive, if their access was automatically removed from a shared Space or Share 360 Layout. In Share 360 Layouts, revoking access is done entirely on the admin side and the majority of end users/CSMs are not necessarily thinking of this small item needing to be raised with their admin. While in Spaces they would have the access to remove the contact, it likely is not on their mind in the moment of updating those contacts.For my specific instance we handle sensitive data sets, and having a more automated workflow would ensure that data is more secure and only in the hands that truly need it.Share 360 Layout - Track UsersSpaces - Invite/Revoke User Access 

    0
    Forum|Forum|1 month ago
    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. 

    9
    Forum|Forum|1 month ago
    Kayne
    KayneContributor ⭐️

    Add Knowledge Base Modules to GroupsNew Idea

    It would be nice to have the option to add a Knowledge Base or Bases to a Group so that only those members can access the KB. This comes in handy for groups in our community that are EA / Private Preview where the group admins want to publish and control content shared with just those group members and not the entire community. Thanks for considering this! 

    0
    Kayne
    Forum|Forum|1 month ago

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