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    Idea Pipeline

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    6159 Ideas

    stephanienardone
    stephanienardoneContributor ⭐️⭐️⭐️

    Multi-version support in playbook email tasks and email AssistNew Idea

    It would be great if Gainsight Assist and Playbooks supported multi-version email templates. We are rolling out Gainsight to our Client Success Managers that manage International accounts/clients that speak different languages where this is needed. As a work around, we set up a JO but there are some touch points where this would be helpful. Rather than having multiple individual email templates for each language, or a playbook for each language, we would like to group them.

    19
    alizee
    Forum|Forum|2 months ago
    CHillTEContributor ⭐️⭐️

    PX Email Engagements: Add CC and/or BCC AddressesNew Idea

    Hi there,We’re trying to leverage a PX Email Engagement to encourage at-risk accounts to meet with us, but we’ve found a major hole in this idea: the inability to add a CC’d address to an Email Engagement.Ideally we’d like to add our accountmanagement@ email address as a CC on those emails, so that it would open an Account Management ticket in our Helpscout account, enabling us to leverage Helpscout’s automations based on whether/how the customer interacts with the Email Engagement.At present, there is no way I’ve been able to find to automate/schedule follow-up based on a recipient not interacting with an Email Engagement.I can also imagine any number of reasons we’d want to add a CC or BCC on Email Engagements, so I hope this is something you can add!Thanks!Caroline

    0
    Forum|Forum|2 months ago
    aarias19Contributor ⭐️

    Salesforce Integration: Support Child Account Mapping for Community MembersNew Idea

    What problem are you trying to solve?The Gainsight Community Salesforce integration currently maps community members to Salesforce accounts, but only at the parent account level. For organizations that use parent-child account hierarchies in Salesforce (which is extremely common in enterprise environments), this means the majority of community members are not being accurately mapped to their correct account. Any user associated with a child account is either mapped to the wrong account or not mapped at all.For companies with complex account structures, child accounts often represent the bulk of their customer base. The integration working for parent-only accounts effectively means the integration is not working for most users.How are you currently working around it?Currently there is no clean workaround. Options being explored include configuring SSO field mapping through a third-party identity provider (Auth0) to manually surface Salesforce IDs, or building a custom connector to call the Salesforce API at login to retrieve account data by email. Both require significant custom development and introduce complexity and security considerations that would not be necessary if the integration worked as expected out of the box.What would the ideal solution look like?The Salesforce integration should be updated to traverse the full account hierarchy when mapping community members. Specifically:When a community member's email or contact record is matched in Salesforce, the integration should identify and store the associated child account ID (not just the parent account ID) so that the member is mapped to the correct account at every level of the hierarchy.Ideally, administrators would have the option to configure how the hierarchy is handled, for example mapping to the child account by default, or selecting whether to surface child account ID, parent account ID, or both.Why does this matter?Accurate account mapping in the community is foundational to almost everything else: reporting, segmentation, personalization, success tracking, and integrations with tools like Pendo, Gainsight CS, and other platforms that rely on account-level identification. When community members are mapped to the wrong account or not mapped at all, every downstream system that depends on that data is affected.This is not just a reporting inconvenience. For teams using the community as part of a broader digital customer success strategy, incorrect account mapping means you cannot reliably attribute community engagement to the right customer, cannot personalize experiences at the account level, and cannot connect community activity to product usage or health scores.Who else is impacted?Any Gainsight Community customer whose Salesforce instance uses parent-child account relationships, which represents a significant portion of enterprise customers. This is likely a silent pain point for many organizations who may not have investigated why their member-to-account mapping appears incomplete.

    0
    Forum|Forum|2 months ago
    SimonHHelper ⭐️

    Make post text box resizableNew Idea

    We’ve received customer feedback that it would be helpful if we could resize the text box when typing the body of a post. You can see an example here of how Reddit does it. 

    0
    Forum|Forum|2 months ago
    sleslie99
    sleslie99Contributor ⭐️⭐️⭐️

    Member Administration- group owners view member email addressesNew Idea

    Member Group Owners really need to be able to see members email addresses. When people request access to a user group currently the group owner cannot see their email addresses in the front or back end. This is important for validating if they are actual customer, and in some cases to see which company to ensure there is no issue with competitors accessing a specific area.  Thank you, Sara 

    2
    AndrewK
    Forum|Forum|2 months ago
    AndrewK
    AndrewKHelper ⭐️

    Extend New Dev Studio to GroupsNew Idea

    Hello, I recently started using the new Developer Studio tools and I am really impressed. I am working on a customization for groups and noticed a couple of script targeting rule omissions. It would be great to add the following. You are able to target all overview pages (ideas, product updates, knowledge) except the groups overview page.  You are able to target specific category pages with category/123 but can’t do the same for specific group pages.Thanks!

    0
    AndrewK
    Forum|Forum|2 months ago
    Mithila Jayalath
    Mithila JayalathHelper ⭐️⭐️

    Custom role as a rule for assigning badges automaticallyNew Idea

    I would like to have ability to select custom roles as a rule when automatically assigning badges. 

    0
    Mithila Jayalath
    Forum|Forum|2 months ago
    CHillTEContributor ⭐️⭐️

    In-App Hub - New Editor Shortcomings (Padding & other CSS Control, Onboarding Progress Bar/Icons/Notifications)New Idea

    I submitted this as Product Feedback, and they suggested I post it here. Our Onboarding Guides look great in the old In-App Hub, and we’d like to upgrade to the new Editor, but the new Editor is lacking some features we need:Compared with the old editor, the List Items in the new editor are WAY over-padded, such that where I can fit 8ish list items per “page” in the old editor, I can only fit 4 in the new editor, where the excess items are hidden behind another click I don’t want our users to have to do. It would be nice to have more granular control over padding and other appearance settings in the new editor. Here are some screenshots of our Onboarding list in old vs new editor: Please note that the 4th Guide is “below the fold”, even though there is plenty of room at the bottom of the hub. The settings option for the “Progress Bar” feature from the old editor is missing from the New Editor,  the ”Badges” setting is called “Notifications” (and there’s no way in the editor to see what that means), and the “Progress Icon” feature is missing entirely. I didn’t even know the Progress Bar and Badges would be there until I launched the new In-App Hub for internal testing, where the Progress Bar is in the Settings in the old editor and you have choices for whether/how it appears. In the old editor “Notifications” are Badges, and the new editor does not give any visual representation of what Notifications are, so I didn’t know that Notifications=Badges until after I launched the hub. Because of how Notifications/Badges work (count goes down when you click a Guide, regardless of whether you complete the Guide), the new editor really needs the “Progress Icon” feature. If I click a Guide, but don’t finish it, there is no visual representation that I started, but did not finish it. I do see that the “checked” state exists for completed guides, but the intermediate “started but did not finish” state is missing, and how else do you explain the 2 Notifications with 3 items to finish?    

    0
    Forum|Forum|2 months ago
    gunjanm
    gunjanmExpert ⭐️

    Dashboard DependenciesNew Idea

    We’re working on field level dependency checks for an upcoming shift in some key fields and we almost missed a bunch of dashboard filters because they do not show up in the dependency check. Help!

    7
    HollySimmons
    Forum|Forum|2 months ago
    aavalosContributor ⭐️

    Upvote Existing Aha! ideas through the Aha! IntegrationNew Idea

    Currently the Aha! integration only allows for submitting new ideas through the enhancement request form. Our account managers frequently have to upvote existing ideas and we’d like to be able to do it without having to leave Gainsight. Ideally we’d be able to upvote/link to an existing idea within the R360 page.

    0
    Forum|Forum|2 months ago
    aavalosContributor ⭐️

    Relationship-Level Connection for Aha! IntegrationNew Idea

    Our team uses Aha! and we’ve been exploring the Aha! integration in GS. However, we primarily use Relationships and the current Aha! integration only connects at the Company level. We’d like for the Aha! integration to be able to connect at the Relationship level so that our account managers can submit and view enhancement request forms from their R360.

    0
    Forum|Forum|2 months ago
    Maxime_MContributor ⭐️⭐️

    Allow direct paste of images into post body without triggering character limit errorsNew Idea

    Would it be possible to allow pasting images directly into the post body without hitting character limit errors (100,000 characters).Right now, if an image is pasted into the editor, the post can fail even when the text is short. I’ve been informed that this happens because the image gets turned into a large invisible text string in the background.In our community, pasting screenshots is a very common practice. Having to save the image first and then upload it via the text editor feature adds extra steps and makes the process less convenient.It would be much easier if pasted images were handled like uploaded files, without causing these errors. This would make the editor more practical for quick support replies and technical discussions.The below notification message shows the error we received in this case, even though the actual post content was well below the limit. 

    0
    Forum|Forum|2 months ago
    kaycee
    kayceeContributor ⭐️⭐️⭐️

    Enable Users to Create Their Own ReportsReleased

    It would be great for non-admin users to create their own reports instead of having to go through Gainsight admins. The increased need for custom reports makes it so that admins have to create reports to satisfy the needs of the individual instead of a group. This creates duplicate work that ultimately fills up dashboards (in order for non-admin users to see a report) when it would be easier for a user to create and view their own reports in their private repository (sort of like how SFDC has their reports). Since only 6-12 reports can be viewed in a dashboard, too many custom reports requires the creation of more dashboards, which will eventually become confusing as the number of dashboards increases. 

    18
    Prateek Parashar
    Forum|Forum|2 months ago
    andrew_cummins
    andrew_cumminsHelper ⭐️

    Ability to manually sort report dataReleased

    I want to be able to manually sort the data in my reports. Suggestion (see attached picture) would be to be able to click on the "cogwheel" and select a check box or something for  "Manually Sort by" select my by field in this example it would be "Segment" and give me the option to order the data from left to right or top to bottom depending on the graph that is selected.

    7
    Prateek Parashar
    Forum|Forum|2 months ago
    jbarbiergainsightcom
    Gainsight Employee ⭐️
    jbarbiergainsightcomGainsight Employee ⭐️

    In line editing in tabular report on dashboardReleased

    A customer has requested an easy and quick way to update a customer attribute for each customer by the CSM, instead of going into each R360 to edit the field in the summary section. Ideally, creating a tabular report to display on a My Customers dashboard that would have their customers listed and a set of fields also displayed; and then somehow editing right there are the dashboard either by double clicking into each cell  they need to update or clicking edit next to each customer, updating the cell and then saving.

    14
    Prateek Parashar
    Forum|Forum|2 months ago
    Gainsight Employee ⭐️
    rvinnyGainsight Employee ⭐️

    Error logs for single POST API via External ActionNew Idea

    HI team, when we call an external action via rules for creating activities, can we have error logs at rules or at Execution history to show the failed records? Currently when there are thousands of records are passed by rules to external action, the failures are often missed as these are all single create APIs and the rules will show success for all records.

    2
    Forum|Forum|2 months ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Allow rules engine to batch write to timelineNew Idea

    We need to be able to batch write to timeline from rules engine, for various reasons/use cases:Be able to mark participation to a specific event (in our case, a product change advisory board) in bulk for all our participants instead of having to create the entry manually for all companies. Be able to mark key tech touch engagement completion such as onboarding automatically into timeline as they’re milestones in the customer journey (using the AO Participant object/AO Participant Failed object). It seems timeline currently is that unalterable record except by individual CSMs, but we need to be able to write to it as an admin. 

    5
    Forum|Forum|2 months ago
    JKucek
    Gainsight Employee ⭐️
    JKucekGainsight Employee ⭐️

    Complete Timeline Experience in Outlook Add-InNew Idea

    NICE CXone, formerly inContact, has been asking about a Complete Timeline Experience for the Gainsight Assist Outlook Add-In when using the “Log to Timeline” feature to be able to include additionally fields / drop downs configured within Timeline in their instance. More specifically, when a CSM logs a Timeline Activity within their instance they can select the “duration” as a drop down and they would like to see the option to select the drop down “duration” when using the Gainsight Assist Outlook Add-In  when selecting the “Log to Timeline” feature. 

    6
    Forum|Forum|2 months ago
    fatima_sarahContributor ⭐️⭐️⭐️

    Additional Fields in Outlook Add-in for Enhanced EfficiencyNew Idea

    It would be highly beneficial to have additional fields available directly within the Gainsight Assist Outlook Add-in that CSMs use before sending an email. Currently, CSMs need to navigate to the logged Timeline Activity in Gainsight and edit the fields there. Integrating these fields into the Outlook Add-in would streamline the process significantly. Business Case: When a CSM composes and sends an email in Outlook using Gainsight Assist (Outlook Plug-in), they must later go to the Company Timeline in Gainsight to edit other activity fields such as Tags and Products. This additional step is time-consuming and inefficient. Allowing CSMs to add these fields directly within the Outlook Plug-in would enhance productivity and ensure more accurate data logging.

    2
    Forum|Forum|2 months ago
    lauren.rozierContributor ⭐️

    Support for HTML File Attachments in Gainsight Emails and TimelineNew Idea

    Hi Gainsight Community,We’re looking for clarification on support for HTML file attachments in Gainsight emails.Our CSMs use Databricks to send client extract files via email, and in some cases those files are HTML files. While the emails are being sent, the HTML attachments are not surfacing in Gainsight and are also not logged on the Timeline activity as attachments.We’d like to understand:Are HTML files currently unsupported as email or Timeline attachments in Gainsight? Is this expected behavior due to file type/security restrictions? Is there any roadmap plan to add support for HTML files as a supported attachment type in emails and Timeline logging?This would be very helpful for our team, since we want client-facing extract files sent by CSMs to be fully visible and trackable within Gainsight.Any guidance or product insight would be appreciated. Thanks!

    0
    Forum|Forum|2 months ago
    mobrien14
    mobrien14Helper ⭐️

    Allow tooltip customization on Exec DashboardNew Idea

    As we prepare for a final rollout to our team, we had a leader request the ability to customize the information blurb on insights tiles found on the executive dashboard (see below):Right now, these are a bit too generic and don’t really provide insight to the end users as to what criteria or filters lead into that insight. For larger organizations where some tiles are filtered on for account size, ARR, Geo, etc., we’re likely going to see confusion as to what specifically leads into this.The ask: As in CS, please allow for admins to customize these blurbs to provide more insight directly in the platform. 

    0
    mobrien14
    Forum|Forum|2 months ago
    waynedilworth
    waynedilworthContributor ⭐️⭐️⭐️⭐️⭐️

    We need a "Load to CSTask" Action in the Rules engine - or bring it back?New Idea

    We have a need to programmatically update tasks within existing CTAs on a regular basis - but there is no action in the Rules engine to Load to CSTask.  There seem to be remnants of notes about it existing once, but I am not sure why it would have been deprecated.Our use case is ongoing, so using API to update the fields is not really an option, the only alternative I have found is to create a custom view with qualified records, then manually update them.  There must be an easier way.Our current use case: CTA with 6 steps.  steps 3&4 are essentially the same, but contain different email templates for the CSM to choose from.  There is not a referenceable field to determine which of the 2 templates the CSM should use.  Once sends one of the 2 emails (task 3 or 4) - the other one is not needed.  They can check the other task as done (but that is not an accurate data point), or they can leave it open.  If they leave it open, then it is an overdue task in their cockpit until the CTA closes (and closes all remaining open tasks).Simply put - if they complete task 3, I would want to delete task 4.  Or if task 4 is done, delete task 3.   we can do it through the UI, but a rule would be preferred - and we would need a Load to CSTask action to make that happen.  This is not the only use case we have, but this is the most pressing one right now.

    1
    charlotte.laviolette
    Forum|Forum|2 months ago
    Mackenzie_itDContributor ⭐️

    Message Reporter of Moderation Action TakenNew Idea

    Similarly to the notify author button on a reported post, it would be nice to have a button to notify reporter of moderation actions taken. For example, thanking them for flagging the post and informing them of the action taken, i.e. marked as spam, moved to another location, edited, etc.

    0
    Forum|Forum|2 months ago
    Abid MdContributor ⭐️

    CTA View ControlNew Idea

    Hi Team, We have a use case scenario where we need to control access to CTA types based on user roles.Scenario: CTAs are created based on feedback from clients according to criteria defined by the business. These CTAs are assigned to CSM Managers to act on the feedback. CSM Manager Managers, in turn, will have a CTA with a different type to review the CSM Managers' status with respect to their CTA work.We have created dedicated views for the CSM Managers and CSM Manager Managers, but these views are editable.==> CSM Managers can check the CTAs of their managers.==> CSMs can also create custom views where they can select the above CTA types and access their performance details recorded by their managers.We want to avoid/control this kind access. What am I looking for from Gainsight with the use case I have?Admin-defined views: An option in the view configuration for admins to enable/disable editing of the view by end users.Custom Views: Options for the admin in the custom view configurations to specify which CTA Types users can see while creating custom views.   

    0
    Forum|Forum|2 months ago
    Kritika Karir
    Kritika KarirContributor ⭐️

    Introduce "Explicit Deny" Override for Community Permissions (Moving Beyond All-or-Nothing Roles)New Idea

    Objective / SummaryCurrently, Gainsight Community permissions (Category Visibility, Create Topics, Create Replies) operate on an additive basis. If you want to hide a category from just one specific custom role, you have to completely disable permissions for the baseline "Registered User" role and manually enable them for every other custom role. We need an Explicit Deny override capability to easily restrict specific roles without rebuilding the entire permission matrix. The ProblemBecause permissions are strictly additive, the default "Registered User" role acts as a catch-all. If "Registered User" has visibility checked, everyone sees it.If we have 10 custom roles and want to hide a category from just one of them, the current workaround requires us to: Uncheck visibility for the "Registered User" role. Manually check and manage visibility for the other 9 custom roles. This creates massive administrative overhead, increases the risk of human error during configuration, and makes scaling user roles incredibly tedious. Proposed SolutionIntroduce an Explicit Deny (or block) option alongside the existing checkboxes. How it would work: Keep the baseline access enabled for "Registered Users," but allow admins to select a specific custom role and explicitly check a "Deny/Hide" box. An explicit Deny should always override a baseline Allow, instantly hiding the category, topics, and replies for that specific segment without impacting the rest of the community.  Business Value / Impact Simplified Access Management: Reduces configuration time from hours to seconds when managing complex, multi-tiered community access (e.g., hiding partner content from competitors, or internal content from customers). Scalability: Allows teams to scale custom roles dynamically without having to re-architect category permissions every time a new role is introduced.

    0
    Kritika Karir
    Forum|Forum|2 months ago

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