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    6159 Ideas

    Gainsight Employee ⭐️
    Bhanu prasadGainsight Employee ⭐️

    Feature Request: Make Health Score / Product Score Available as a Standard Filter Across PXNew Idea

    Hi Team,I would like to submit a feature request based on a limitation that has been reported by multiple customers and is impacting their ability to use Health Score effectively within Gainsight PX.BackgroundThe Health Score (also referred to as Product Score) is available under Administration > Attributes and can also be viewed in Account Explorer. However, this attribute is not available as a filter or targeting option in several important areas of the product.Current LimitationAt present, customers cannot use Health Score or Product Score in the following areas: Audience Explorer for creating user or account segments Engagement Audience Rules at the account level Analytics dashboards and reports Email engagement triggers or automation rules Although the score is available in the platform, customers are unable to use it to build audiences, target engagements, or automate workflows.Business ImpactHealth Score is one of the most important indicators customers use to identify accounts that may need attention. Since it cannot be used as a filter or targeting attribute, customers are forced to perform manual work instead of creating automated workflows.One common use case that is currently not possible is: Automatically show an in-app guide when an account's Health Score falls below a defined value. Automatically send an email when an account's Health Score drops below a specified threshold. Build audiences based on different Health Score ranges for proactive customer engagement. Filter analytics to understand the behavior of low-health or high-health accounts. These are common customer success and retention workflows, but they cannot be achieved today because Health Score is not available in audience rules or engagement conditions.Current WorkaroundThe only available workaround is to: Open Account Explorer. Filter accounts using Product Score. Export the results as a CSV file. Upload the CSV as a CSV Segment. Use that segment for engagements. While this works, it requires manual effort every time the data changes. It is not scalable, is not real-time, and prevents customers from creating dynamic audiences and automated engagement journeys.Requested EnhancementPlease make Health Score or Product Score available as a standard filter and targeting attribute in the following areas: Audience Explorer filters Engagement Audience Rules at the account level Analytics filters and dashboards Engagement trigger conditions for both in-app and email engagements Why This Should Be PrioritizedThis request has been raised by multiple customers who want to automate engagement based on account health. Since the Health Score already exists within the PX data model and is visible in Account Explorer, making it available across filtering and targeting experiences would greatly improve its usability and help customers automate important customer success workflows.This enhancement would reduce manual effort, improve customer adoption, and enable proactive engagement based on account health.Please let me know if any additional customer examples or business use cases would be helpful. Thank you for considering this request.Thanks,Bhanu

    2
    Forum|Forum|2 months ago
    NEOGOV Tom
    NEOGOV TomContributor ⭐️⭐️

    Enable copy-and-paste/images to private messages (PMs)New Idea

    Members of my community frequently share private messages with community managers containing screenshots of error messages or other related things. But the PM system does not support this. I would like to see this functionality enabled. 

    0
    NEOGOV Tom
    Forum|Forum|2 months ago
    amasica1217
    amasica1217Contributor ⭐️⭐️⭐️⭐️

    Allow manual override/correction of AI-generated Background in Cheat SheetNew Idea

    Problem:The AI-generated company background/description feature works by prompting an LLM directly rather than pulling from a verified source like the company's website URL on the account record. When a company name is shared by multiple organizations, the AI can generate a description for the wrong company entirely — and today there is no way for admins or CSMs to correct it.Real example:For our Account A Gainsight support confirmed the AI generated a description for Account B a UK-based job-matching platform - a completely different company that happens to share part of the name. Support confirmed via Engineering that:The description is generated from general AI/web knowledge, not from the company URL or internal timeline/account data already stored in Gainsight. There is currently no way to manually edit or correct a generated description. No way exists to feed the AI the correct company URL to ground its answer.Why this matters:CSMs & leadership rely on this field for quick context before calls/QBRs — an inaccurate description actively misleads rather than helps. We already have the correct company URL/website stored on the Company object in Gainsight. It seems reasonable that the AI should be grounded in that data (or at least allow it as an input) rather than guessing from name alone. Name collisions aren't rare - many companies share names with unrelated entities (recruitment platforms, consumer apps, etc.), so this isn't an edge case.Requested solution (either would resolve this):Allow admins/CSMs to manually edit or override an AI-generated company description, similar to other editable fields, OR Let the AI generation process use the Company's website URL (already stored on the account) as a grounding input instead of/alongside name-based lookup, so it doesn't have to guess.Impact if implemented:Improves trust and accuracy of AI-generated content across the CS org, especially for companies with generic or non-unique names.

    3
    dayn.johnson
    Forum|Forum|2 months ago
    Ditte
    DitteHelper ⭐️⭐️

    Allow user to edit the title of their topicDiscovery

    Hi all, I'd like all users to be able to edit the title of their topics. This is currently not possible, so a moderator will have to edit it on behalf of the user. Best, Ditte

    14
    LisaN
    Forum|Forum|2 months ago
    Moller Toma
    Moller TomaHelper ⭐️

    The possibility for community members to subscribe on productsDiscovery

    We often get the question from our community members if they can subscribe to products (product areas) since we have multiple products. Some customers want to follow specific topics about 1 or more products. In my opinion, this is a very important community b2b functionality.

    61
    Erik_
    Forum|Forum|2 months ago
    aegriffin22Contributor ⭐️

    Allow Product Mapper to backfill for less than 1 yearNew Idea

    Most of the time we are looking to backfill data for 30 days. We don’t need a whole year’s worth; yet that is the only option. We have exceeded our quote of backfilling due to this constraint. Please allow the user to specify how much backfill data is required.1 day 7 days 30 days 180 days 1 year 

    2
    Forum|Forum|2 months ago
    mr255405
    mr255405Helper ⭐️

    Assign CTA to User Group ManuallyOpen

    We utilize a pooled support model and while it’s great that User Groups can now be used via Rules Engine and Mass Edit, it would be great if our team could manually assign CTAs to the User Group when creating them in the Cockpit or C360. In this way, our team could set this CTA to be entered into the pooled support system right from the creation. No need for anyone to mass edit these into the user group or create another rule to do so. 

    5
    Forum|Forum|2 months ago
    Gaby
    GabyHelper ⭐️

    More flexibility with synching CS attributes to Community CC user profilesNew Idea

    Only being able to use Text Input fields for mapping between Gainsight CS and Gainsight Community (CC) is very limiting.Since we only have access to the Person and Company Person objects without lookups it’s likely we’ll need to use GS rules to import data points to those objects as text fields to facilitate a sync. In some cases that may not be possible due to nature of the data point.

    0
    Gaby
    Forum|Forum|2 months ago
    keith_mattes
    keith_mattesHelper ⭐️⭐️

    Gong/Gainsight Integration: How to handle failuresNew Idea

    Would it be possible to handle failed Gong posts to Timeline via the integration similarly to failed email sends and create a DRAFT queue for these? It seems to be a big of a challenge to get get historical Gong meetings that were unsuccessful to appear on the timeline. Since there was a failure last week of this integration, we have users requesting that previous meetings get posted and this is currently not possible.  

    4
    darkknight
    Forum|Forum|2 months ago
    katepalli
    Gainsight Employee ⭐️
    katepalliGainsight Employee ⭐️

    Configuring ServiceNow Custom Objects in Gainsight Connectors 2.0New Idea

    Hi Team,Currently, Gainsight retrieves object and field metadata by making sys_dictionary (metadata/attributes) API calls to the ServiceNow instance. Due to their internal API consumption constraints, the customer would like to avoid these sys_dictionary calls.Instead, they have proposed providing the required object and field metadata as a CSV file (or equivalent metadata export) that contains all necessary object and field definitions. They would like Gainsight to support importing this metadata and configuring it within the connector so that both standard and custom ServiceNow objects can be discovered and used without requiring metadata API calls to ServiceNow.Business NeedEliminate sys_dictionary API consumption for metadata retrieval. Allow customers to provide object and field metadata through a CSV import (or similar mechanism). Enable configuration and visibility of custom ServiceNow objects in Gainsight using the imported metadata.The customer is looking to understand whether this capability can be supported as a product enhancement or if there are any alternative approaches that would meet this requirement.​​​​​​@rakesh 

    0
    katepalli
    Gainsight Employee ⭐️
    Forum|Forum|2 months ago
    darkknight
    darkknightExpert ⭐️

    CS: Improve AI Follow-Up/Connector Monitoring, Failure Notifications, and Troubleshooting CapabilitiesNew Idea

    A recent Gong outage caused synchronization to stop for several days without any proactive notification to administrators. The connector remained in an "active" state even though meeting data was no longer being ingested. The root cause was eventually determined to be invalidated Gong credentials following the outage, but there was no visibility into this condition from within Gainsight.As a result:• Admins were unaware that synchronization had stopped.• The connection appeared healthy despite being unable to retrieve data.• There was no proactive alerting mechanism for systemic failures.• Recovery required manual reauthentication even though the connection status never indicated a problem.• Validation of missed records required manual reconciliation between Gong and Gainsight.These gaps create operational risk and erode trust in the platform because customer-facing teams may unknowingly operate on incomplete conversation data.Even though we are currently still on the “old” Gong connector, I’ve been told by Gainsight support that the alert/notification/triage experience with the “new” Staircase-based AI Follow-Up for Gong (and other tools) still has similar gaps. Requested Enhancements1. Proactive Failure NotificationsAdministrators should be able receive alerts when:• No meetings have been successfully processed for a configurable period.• Authentication failures exceed a threshold.• Upstream provider outages impact synchronization.• A connector remains connected but is no longer successfully ingesting data.Notifications/visibility should be configurable/selectable and be delivered through mechanisms such as:• Email• In-app notifications• Slack/Teams integrations• Admin dashboards2. Connector Health MonitoringProvide a clear health status that goes beyond "Connected."Examples:• Healthy• Degraded• Authentication Failure• Provider Outage• Processing Backlog• No Data ReceivedThe system should distinguish between:• Connection status• Authentication status• Data ingestion status• Processing status3. Sync Gap DetectionAutomatically identify when expected meeting activity is not being received.Examples:• User had Gong meetings but none were imported.• Meeting volume drops significantly from historical norms.• Large processing backlogs accumulate.4. Root Cause VisibilityProvide diagnostic information directly within the product.Examples:• Last successful sync time• Last successful authentication• Most recent error• Failed meeting count• Authentication token status• Impacted usersThis would reduce dependency on Support and Engineering for common triage activities.5. Missing Record ReconciliationProvide tooling/reporting natively in Gainsight CS to identify records that should have synced but did not.Examples:• Compare source-system meeting counts to imported counts• List missing meetings• Replay processing for selected meetings• Bulk reprocess affected date ranges7. AI Follow-Up Operational DashboardFor the Staircase-based AI Follow-Up architecture, provide an operational dashboard showing:• Meetings received• Meetings processed• Meetings failed• Meetings awaiting transcript delivery• Retry activity• System-wide health indicatorsEven if the architecture is event-driven rather than batch-driven, administrators still need a way to identify systemic stoppages.Business ImpactOrganizations increasingly depend on AI-generated meeting insights for customer success workflows, adoption tracking, executive visibility, and risk management.When ingestion silently fails:• Customer interactions are missed.• Timeline data becomes incomplete.• AI insights become unreliable.• Teams lose confidence in the platform.• Administrators spend significant time performing manual audits and reconciliation.Improved monitoring, notification, and troubleshooting capabilities would increase trust, reduce support burden, and make AI Follow-Up a more robust enterprise-ready solution.

    0
    darkknight
    Forum|Forum|2 months ago
    mobrien14
    mobrien14Helper ⭐️

    Support more Dynmamic Notification RoutingNew Idea

    👋🏻In our Salesforce & Gainsight CS instance, we have a standard string field where our account teams input the Slack ID of internal customer channels that they all work out of to handle collaborative efforts. In Gainsight, we utilize this as part of a variety of external actions including sending Timeline entries to these Slack channels as a way to ensure everyone is aware of crucial meetings & updates.As part of Staircase, we were hoping to utilize a similar workflow to send signal notifications. However it turns out that the Slack channel notifications requires a hardcoded channel & does not support the use of an identifier in a field. This severely limits our potential usage of this functionality.Ask: I’d love to see the Slack notifications enhanced to allow for routing based on the company-level field that we have mapped into Staircase (example of what it could look like)Why not just DMs to Account Teams?: Our goal with Staircase is to reduce siloing of these signals, and sending these message over DMs increases the risk of missed collaboration efforts.

    3
    bradley
    Forum|Forum|2 months ago
    SimonHHelper ⭐️

    Show event description on events calendarNew Idea

    I’d love the ability to show the full description or a snippet when looking at the upcoming events page (e.g., https://communities.gainsight.com/events?tab=upcoming). This is available in Vanilla and Khoros and would be a great addition to Gainsight and help drive our users to register.

    0
    Forum|Forum|2 months ago
    brigreenContributor ⭐️

    Increase Badge Visibility and Add Hover PreviewNew Idea

    Current ExperienceCommunity badges are a great way to recognize members' contributions and achievements, but the current badge size makes many of them difficult to distinguish. The artwork and text are often too small to appreciate, especially for members who have earned multiple badges.Feature RequestI would love to see one or both of the following enhancements:Increase the displayed size of badges throughout the community to improve visibility and legibility. Add a hover interaction that displays an enlarged version of the badge along with its full name (and optionally its description), allowing members to easily identify and appreciate each badge.Why This MattersBadges are an important part of community recognition and gamification. Making them easier to view would:Help members quickly identify the badges they've earned and those earned by others. Increase the perceived value of badges by making the designs more visible. Improve accessibility for users who have difficulty viewing small images. Encourage engagement by making achievements more prominent and easier to explore.This would be a small UX improvement that could have a meaningful impact on the overall community experience and recognition program.

    0
    Forum|Forum|2 months ago
    bjoern_schulze
    bjoern_schulzeHelper ⭐️⭐️⭐️

    Privacy / Data erasure policy: Fully remove a username from the community after account removalParked

    inSided stated in their data erasure policy that when a user account is being removed - in order to anonymize a user:“no personal data is available anymore, nor in the system nor in any backup - the user record can no longer be retrieved” “their content will be left intact to avoid damage to the community - but the attached user record is now Anonymized”But unfortunately that’s not fully true. What happens:A user (in this case “Spreeandre”) registers in the community, posts topics and / or comments Other users interact with this user by quoting or mentioning them The user then asks for his account to be deleted After the account is deleted, the user’s own content is being anonymized But: The username in mentions and quotes won’t be anonymized → inSided’s claim that “no personal data is available anymore” isn’t true because it is still easily possible to connect the anonymized content to the original username (which can easily be found via Google)The reason why this happens is:The username is being inserted as a plain text so after a posting was published, the username is a fix part of the content The correct way of doing it would be to load the username from the database every time the content is being loaded → So when a change is being made (e.g. username change or user is being removed), the data will be loaded from the database and instead of the plain text username the updated “Anonymous” (or changed username) will be displayedThat’s why our proposal is:In order to really ensure the “right to be forgotten”, it is necessary to change the way the usernames are being displayed in mentions and quotes. It is necessary to pull the data from the database instead of inserting usernames in plain text.If this isn’t done, inSided customers are violating the GDPR because they don’t fully remove the identifiable user data from the platform automatically (and doing it manually by editing every single piece of content where an anonymized user was being mentioned or quoted is a very time-consuming and error-prone work around).

    23
    Erik_
    Forum|Forum|2 months ago
    anuya.pitakeContributor ⭐️

    Centralized instructor/trainer directory or table in LMSNew Idea

    Hi Team,Reaching out to you to request a new table in SkillJar for trainers/instructors. Currently, there is no table available on LMS which can be directly referred to get the trainers' details who are conducting ILT sessions. This table will serve as a single source of information about the trainers. Typically, this table should contain below fields-1. name of trainer2. email address of the trainer3. status flag of active/inactive.4. type of trainer- internal/ATP This table should be updated by my admin team whenever a new trainer is onboarded, or any trainer is left from the group/organisation. This data is needed for automation purposes. We can directly refer to this table and workflows can automatically select the necessary details required for execution. Please let me know if you have any questions or any additional information needed. Let us know at once this request is processed. Regards,Anuya PitakeSailPoint Technologies

    0
    Forum|Forum|2 months ago
    Selina
    SelinaContributor ⭐️⭐️⭐️

    Make it possible that user can change their usernames by themselvesParked

    Some of our users didn’t consider that their usernames would be displayed publicly when they registered. That's why we have received some requests to change their usernames, because they themselves can’t change it. It would be great if it would be possible for users to change their usernames by themselves. 

    25
    Forum|Forum|2 months ago
    kgodisela
    Gainsight Employee ⭐️
    kgodiselaGainsight Employee ⭐️

    The Success Plan comments enable/disable Feature flag should be made admin configurableNew Idea

    Currently to enable or disable comments in Success Plans, we need to configure through a feature flag. This should be made as a toggle in the cockpit admin UI so that admin can configure as required.

    0
    kgodisela
    Gainsight Employee ⭐️
    Forum|Forum|2 months ago
    Gainsight Employee ⭐️
    Akhil GurujuGainsight Employee ⭐️

    Stakeholder marked Inactive too early — farewell email attributed to the sender instead of the actual departing personNew Idea

    Hi all,We've hit a scenario where a stakeholder is automatically marked Inactive much sooner than expected, and the root cause appears to be how farewell emails are attributed.What's happeningStakeholders are auto-marked Inactive by a scheduled (daily) job. Normally a stakeholder is marked Inactive after 90 days with no communication. However, once a farewell email is on record for a contact, a shorter 14-day silence window applies instead of the usual 90 days. The issue: the stakeholder had sent a farewell email — but the farewell was announcing another person's departure, not their own. The system attributed the farewell to the sender rather than to the person actually leaving (who was named in the email). Because a farewell was now on record against the sender, the 14-day rule applied to them. When that stakeholder then had no communication for more than 14 days, the job marked them Inactive — even though they never actually left.ImpactA still-active stakeholder gets flipped to Inactive prematurely. (As soon as a new communication occurs with them, they're marked Active again, so no data is lost — but the status is misleading in the meantime.)Enhancement requestImprove farewell detection/attribution so a farewell is tied to the actual departing contact (the person named in the email) rather than the email sender. This would prevent active stakeholders from being incorrectly switched to the 14-day window and marked Inactive.Has anyone else run into this? Would appreciate seeing this attribution improvement prioritized.Thanks!​@bradybluhm 

    0
    Gainsight Employee ⭐️
    Forum|Forum|2 months ago
    spencer_engel
    spencer_engelExpert ⭐️

    Allow Filters to Be Applied on the C360 People SectionNew Idea

    I can’t believe this doesn’t really already exist as a Community idea, but we desperately need the ability to apply pre-set filters on the “People” section in the C360. As it stands, the only options are:Show all Company Persons associated with an account using the out-of-the-box People section Pros: Inline editable; slightly better UI than a related list Cons: Not able to pre-set any filters as an admin! And even if end users apply filters to that section, they aren’t sticky like they are with dashboards and GS Home, which is a frustrating inconsistency. Create a related list on the Company Person object with the desired filters and place it on the C360. Pros: Has the desired filters; allows for additional Company Person reports in the same section.  Cons: No inline edit capability Please consider fixing this behavior. We should absolutely be able to set filters in this section just like we can with related lists. Our use case is to filter out any contacts that don’t have a Name or External ID, which is becoming more common with JO Programs and PX both creating Person records that don’t come directly from our CRM (relevant post here for reference):   

    0
    spencer_engel
    Forum|Forum|2 months ago
    spencer_engel
    spencer_engelExpert ⭐️

    Ability to Choose Fuzzy or Exact Search in C360New Idea

    I’ve never noticed this before, but it seems that the C360 search bar defaults to a “fuzzy” search. This is fine for the most part, but it’s become a little annoying because a lot of our team uses a 7-digit ID to search for their customer. So, for example, when you search for the customer that has the ID 6012853, Gainsight thinks it’s being helpful by giving me results that have an ID close to that number too. However, we don’t want that. We want an exact search so that I can see the Relationship records associated with 6012853 too. But I can never get the search to show me the Relationship records because of this “fuzzy search” behavior that I apparently can’t turn off.

    7
    jcyoungkin
    Forum|Forum|2 months ago
    TimmyContributor ⭐️

    Shadow banningOpen

    I would like the ability to shadowban users where they can still reply or post topics but they are invisible to other users (moderators excluded)or to have them placed “on parole” where all of their contributions would be pending until approved or denied by a moderator

    3
    Erik_
    Forum|Forum|2 months ago
    LauridsPContributor ⭐️⭐️

    User preference: Chronological flat view on repliesNew Idea

    Hello,We’ve received feedback from our community members that prefer the more “classic forum” style of a flat view for all replies chronologically instead of having nested replies. It would be great to have a visual toggle option for members so they can decide how they want replies to appear. 

    0
    Forum|Forum|2 months ago
    LauridsPContributor ⭐️⭐️

    Add c++ as code optionNew Idea

    Hello, Would be nice to have C++ available as a language for the code editor. 

    0
    Forum|Forum|2 months ago
    kschott
    kschottContributor ⭐️

    Enter more than one of the same segment filter typeOpen

    I’d like to be able to use multiple of the same filter type in a segment, which is currently not possible. As an example, I’d like to be able to create a bounded range for registration dates, in order to address and create experiences for different stages of newcomers to the community. In this case, I’d need to use multiple of the “registration date” filter: one for less than X days and the other for more than Y days.Example: To reach people who are new, but aren’t immediate newcomers, I’d want to target people between 90-120 days. So, I’d need two filters: “Registration date more than 90 days ago” and “Registration date less than 120 days ago”. I can only currently use one at a time; the latter filter always supersedes the former.

    4
    Jasper
    Forum|Forum|2 months ago

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