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    Idea Pipeline

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    6160 Ideas

    hillarydj
    hillarydjContributor ⭐️⭐️⭐️

    Assign Timeline Notes to Specific Timeline Activity TypesNew Idea

    It would be great if we could assign specific timeline note templates to activity types. So when an activity type is selected, a note template is automatically applied by default.Today, the user has to select a timeline note template manually- leaving the possibility of selecting the wrong template.

    4
    romihache
    Forum|Forum|3 months ago
    romihache
    romihacheVIP ⭐️⭐️⭐️⭐️⭐️

    Assign Timeline notes to specific milestonesNew Idea

    While Note Templates are a great way to standardize data capture, they currently can only be applied broadly at the Activity Type level. This rolls all milestones into the same bucket, creating a poor UX where end-users have to scroll or search through a long list to find the "correct" template for their specific scenario. Proposed SolutionGive admins the capability to select the specific milestone(s) to which a Note Template applies, rather than just the top-level Activity Type.Combined with a couple of existing requests on the radar, this would create a comprehensive, smooth, and significantly better UX overall: Milestone Mapping: Directs end users straight to the right template without the search fatigue. Token Auto-Fill: As requested in this idea    Enforced Defaults: As requested in this idea  

    0
    romihache
    Forum|Forum|3 months ago
    johje69Contributor ⭐️⭐️

    Timeframe suggestionNew Idea

    In Staircase AI option for the Timeframe should be relative to the summary information being provided in a report. For example how can I see the top churn reasons in January vs April if a timeframe option isn't available? Also, when I download the data the Issues and Accounts are all in 1 cell. This is not useable to compare and make use of at this time. 

    0
    Forum|Forum|3 months ago
    Gainsight Employee ⭐️
    gschardanGainsight Employee ⭐️

    Lookup field defaults to GSID, but email or admin controlled would be better end user experienceNew Idea

    When adding a lookup field to a Success Plan and setting the “Display Name” to Full Name or other value that is NULL, then it defaults to the GSID. This is not a good end user experience as they do not know the person from the GSID, but allowing the admin to control the default field or showing the email would be more end user friendly.  

    0
    Gainsight Employee ⭐️
    Forum|Forum|3 months ago
    zszwedoContributor ⭐️⭐️

    Allow user language in the Community to be set automatically via SSONew Idea

    Currently, the community language must be set manually via an on-screen selector and is remembered on a per-device basis using a cookie.To provide a truly seamless user experience, we would like to see the ability to pass the user's language used in our organization’s product directly through the SSO payload so that the Gainsight CC system UI (buttons, menus, etc.) automatically loads in that language upon login.While we understand a language custom field can be passed via the SSO payload today, it does not dynamically change or drive the system UI. Enabling this would eliminate friction for users who have a preference for non-English languages and ensure a unified, frictionless multi-language journey across an entire product ecosystem.Thanks!

    0
    Forum|Forum|3 months ago
    john.cowles
    john.cowlesHelper ⭐️

    Achieve FedRamp Compliance for the Gainsight PlatformNew Idea

    For anyone organization working with federal customers, it is very difficult to work with applications that are not FedRamp certified.  Since Gainsight is not currently FedRamp certified, it has been very difficult for us to fully utilize the platform for all the features.  To gain internal InfoSec approval, we have to put workarounds in to filter out or limit anything related to our federal customers.    Our InfoSec team realizes that Gainsight has many security certifications and controls in place, but this still doesn’t replace the need for FedRamp to work with federal customers.  

    0
    john.cowles
    Forum|Forum|4 months ago
    jrich
    jrichContributor ⭐️⭐️⭐️⭐️

    Feature Request: Advanced Response Parsing for External Actions (GET/POST/PUT)New Idea

    Currently, Gainsight’s External Actions lack native response parsing. While we can run a GET command, there is no way to extract data from the payload, nor can we parse success/failure responses overall.We tried moving these API calls into Journey Programs to utilize the response evaluation nodes, but it causes significant system lag, delays the rest of the program, and still fails to accurately parse for issues.Proposed Solution: Introduce native response parsing and conditional logic directly within External Actions. Specifically: Data Parsing: The ability to extract and map variables from GET/POST/PUT response payloads to use in subsequent Gainsight actions. Error/Success Handling: The ability to parse HTTP status codes or response body keys to determine success/failure conditions natively. This would drastically improve Gainsight’s integration capabilities, reduce reliance on laggy Journey Program workarounds, and allow for real-time, data-driven actions based on external system responses.

    0
    jrich
    Forum|Forum|4 months ago
    Gainsight Employee ⭐️
    syoung1Gainsight Employee ⭐️

    Tooltip IndicatorNew Idea

    Posting on behalf of customer. Currently, Gainsight allows users to add tooltips to fields, filters, etc. However, currently there is no indication on the field in the UI when a tooltip has been configured. Example image above. The “Lastest VO Link” field has a tooltip configured, but, there is no indicator letting an end user know there is a tooltip configured.This potentially presents issues for end users not knowing what a particular field is used for.Ideally, a custom tooltip would appear as below. 

    0
    Gainsight Employee ⭐️
    Forum|Forum|4 months ago
    jrich
    jrichContributor ⭐️⭐️⭐️⭐️

    Feature Request: Restrict Auto Email Capture to Company Person Records or Block Specific SendersNew Idea

    Currently, Auto Email Capture in Gainsight CS logs emails to the Timeline based on domain matching, even if the sender isn't a current Company Person record. This causes Timeline noise by pulling in automated emails, marketing emails, and One-Time Passcodes (OTPs) from addresses like no-reply@domain.com.Proposed Solutions: Option 1 (Preferred): Add an option to only log emails when at least one external sender matches an active Company Person record. Option 2: Allow Gainsight Admins to add full email addresses to the Exclusion List (e.g., no-reply@domain.com), rather than being forced to block the entire domain (domain.com). Why it matters: This will improve Timeline hygiene, protect sensitive data (like OTPs), and give admins granular control over global email logging.   

    0
    jrich
    Forum|Forum|4 months ago
    Riina
    RiinaContributor ⭐️⭐️⭐️

    Add time frame for topics shown in Related topics widgetNew Idea

    The related topics widget in the topic side bar that promotes discussions on sub-forums seems to pull really old topic atlas in our community. Even on very popular and much discussed topics it often shows 3-7 years old topics though I am sure there are a lot fresher topics on the same subject. Overall I don't think it gives a good impression of a community that the most related topics are several years old. At worst it gives the impression that there's only really old topics, no fresh discussion and the promoted topics can have old info in them. I think it would be good to have atlas max 1 year time frame added to this widget. Examples: https://yhteiso.elisa.fi/laajakaista-70/vdsl-yhteyden-nosto-30m-50m-511748 https://yhteiso.elisa.fi/laajakaista-70/elisan-kiinteae-laajakaista-paloheinaessae-511752

    4
    dawn.wayland
    Forum|Forum|4 months ago
    CheyennevContributor ⭐️

    Notification for Private Group Link ExpirationNew Idea

    While we understand the need for the link to a private group to expire, we’d love it if there was an option to turn on a notification or email to our group moderators. This way they can get ahead of it and avoid emails about broken links.  

    0
    Forum|Forum|4 months ago
    bradley
    bradleyExpert ⭐️

    Please improve Object Level Formula FieldsNew Idea

    This is more than one suggestion, but all under one banner of “Formula fields are not great”. This is also specifically the experience of building formula/calculated fields in Data Management or for some objects their layout configurators, though there are honorable mentions from other areas. Along the same lines as this post, I should be able to add Formula Fields to the Company object in Data Management when I can do it from Customer Data>Company>+Field. Oddly, you can add formula fields to CTAs but I seem to get an error saving them. The actual formula build process is bad. Really bad. As just one example, which prompted this, is the Concat function. Delimiter values can only be selected from a dropdown of 5 values, there’s no custom option. To get around this, I had to do this jank:    You can nest functions, but not very many and it’s quite clunky when you do. For concat values, you cannot manually add in just a space. You get an error. If any of your string values are null (e.g., you selected a field with no data) then the contact doesn’t work. That section just seems to get ignored. You can’t determine how many things you concatenate very easily - you can nest things but again, only so far and it’s not at all intuitive and you need an even number. Also the below text isn’t really relevant to all data types:  and flat out doesn’t work for String fields. Even for number fields you have to start a function first. The wording is at best confusing and at worst totally wrong in my experience. You can’t access lookups when creating fields, unlike in reports. This makes sense, since you’re not pulling in the related object data the same way as when you open reports but while I’m making demands I might as well mention that it would be nice to have :) The UI doesn’t even match Data Management and Customer Data>Company or CTA>Custom Field, even though the functionality appears to be largely the same. They’re also still called Calculated fields. Speaking of UI mismatch, the experience of adding a formula field in Report builder was updated, and also doesn’t match the other two previously mentioned areas. The functionality here is largely the same (same problems) though you can get to lookup fields if you expend the lookup first. Notably, Horizon Rules has the most up to date Formula Field experience, that matches nowhere else in the platform it seems.

    8
    HollySimmons
    Forum|Forum|4 months ago
    HollySimmons
    HollySimmonsHelper ⭐️

    Allow us to use formulas for Standard fieldsNew Idea

    There are some cases where we need to use a Standard field, but we would prefer to have it be calculated based on other fields of data we have. Example: Renewal Centre - there are many OOB fields which require being used as they feed in to a lot of the automations and functionality built in to RC reporting, particularly the Analyze tab. Forecast is one of those fields, but we want forecast to use a case statement formula, where it uses an override if present, otherwise uses the value in another field. Right now we have this built in to a custom field, and then a rule that copies that value to the Forecast field - this provides a lag between updating numbers in RC and showing the impact in the Analyze tab. 

    0
    HollySimmons
    Forum|Forum|4 months ago
    priscilla.torres
    priscilla.torresContributor ⭐️⭐️

    Filter out if Success Plan or CTA was modified by a user versus system adminNew Idea

    There are various rules that update our success plans and CTA’s everyday. Because of this, the last modified date is always the same for all of them and last modified by the system admin. I believe there’s a way to distinguish this on the scorecard, but not for Success Plans or CTA’s. I’d love to be able to specify a specific modify by field and modified date that is an actual user versus the system admin. If there’s a way to do this and I’m missing it, would love to know, thanks!

    0
    priscilla.torres
    Forum|Forum|4 months ago
    CC AdminHelper ⭐️

    Ability to Add Attendees to Timeline Templates for Recurring MeetingsNew Idea

    Our team frequently hosts business meetings with a large and recurring group of attendees. Each time we log a meeting to Timeline, we must manually add every attendee, which becomes a repetitive and time-consuming task, especially when the attendee list remains consistent across meetings. It would be extremely helpful if Timeline Templates could support pre-configured attendees, allowing CSMs to simply select a template and have the relevant participants auto-populated automatically. This enhancement would help streamline activity logging, reduce manual effort, improve efficiency, and ensure better consistency across Timeline entries.

    0
    Forum|Forum|4 months ago
    CatyguerrantContributor ⭐️

    Outlook Calendar Widget hiding Private EventsNew Idea

    Our CS team heavily uses the Outlook widget on Gainsight home and would like to have events set as “private” filtered out of the widget.

    6
    Ravindrach
    Forum|Forum|4 months ago
    mmayhall
    Gainsight Employee ⭐️
    mmayhallGainsight Employee ⭐️

    Request for CTA Linked/Unlinked Object TrackingNew Idea

    Hi Team, We have received a request in to Support for the ability to track the linking and un-linking of Cockpit Associated Records. For example, if the Opportunity Object were linked to a CTA, Admins may find it helpful to be able to see what Opportunity records had been linked to a given CTA at various points in time, who made the change, and when for internal auditing and tracking purposes. Thanks for the consideration!

    0
    mmayhall
    Gainsight Employee ⭐️
    Forum|Forum|4 months ago
    Samantha IsinContributor ⭐️⭐️

    Gainsight Assist Chrome Plugin: Move the iconNew Idea

    Many of our customer facing teams and customers are Hebrew speaking so the little Gainsight Assist icon that pops up when you compose a message is in the way. There’s no way to move this now and I’d like to propose that it’s a movable icon. Small use case I know, but still helpful to our team.   

    0
    Forum|Forum|4 months ago
    Kati Viscaino
    Kati ViscainoContributor ⭐️

    Idea moderation improvementsNew Idea

    We recently launched the Ideation module in our community and have been gathering feedback from our Product Managers on ways the moderation experience could be improved. Moving Ideas into our community has created a more unified customer experience, but there are several moderation and workflow capabilities our PMs relied on previously that would help streamline Idea management within Gainsight CC.Below are the enhancements our team would most like to see:Filtering & Idea ManagementIn our previous Ideas platform, filtering and reporting capabilities made it much easier for PMs to identify trends and customer activity. Our team would love to see additional filtering options such as:View all Ideas voted on by organization or email domain View all Ideas created by organization or email domain View all Ideas commented on by organization or email domain Easier workflows for identifying and merging related IdeasLonger term, our team would also be very interested in AI-powered Idea management capabilities to help:Identify duplicate or related Ideas Surface Ideas tied to similar topics or themes Analyze customer sentiment across submissionsWe realize AI functionality is a more forward-looking request, but wanted to share it as a future enhancement opportunity.Easier Idea MergingOur PMs would also love to see a more streamlined workflow for merging Ideas. Ideally:Click “Merge” Search for the related Idea using a type-ahead search (Idea name or URL) Complete mergeAdditionally, we’ve noticed that when Ideas are merged in Gainsight, the merged Idea currently only receives an automated comment at the bottom of the post. Users are still able to vote and comment on the original Idea, which can create confusion and fragment engagement across duplicate submissions.It would be helpful to improve the front-end experience and moderation controls for merged Ideas by:Displaying a more visible banner or notification at the top of the merged Idea Restricting additional voting and commenting activity on merged Ideas More clearly directing users to the active Idea threadModerator NotificationsWe would like the ability to assign PMs as moderators for specific product areas within Ideas. This would allow them to receive email notifications whenever a new Idea is submitted in the areas they oversee, helping them stay informed without needing to manually monitor the system throughout the day.Product Area PermissionsOne additional enhancement that would be valuable is the ability to restrict Idea submissions to specific product areas based on customer licensing. Ideally, licensing information could be used to create segments and we could give certain segments the ability to post in certain product areas. We recognize this is a complex request but would appreciate the consideration. Our customers are regularly posting in the wrong product area and it take a lot of time to manually sort and move posts. 

    0
    Kati Viscaino
    Forum|Forum|4 months ago
    gunjanm
    gunjanmExpert ⭐️

    Allow Different CTA Default Statuses by TypeNew Idea

    I’m surprised this idea doesn’t exist already. We should be allowed to set different default open and closed statuses by CTA Type rather than a default across the board. 

    1
    angela_domenichelli
    Forum|Forum|4 months ago
    Kati Viscaino
    Kati ViscainoContributor ⭐️

    Allow users to update their account infoNew Idea

    We regularly have customers reaching out asking to update their usernames or email addresses. It would be helpful for customers to have the ability to update this profile information themselves, rather than requiring our team to make the changes manually in Control.This would give customers more control over their account information while also saving our team time managing these minor but frequent requests.

    0
    Kati Viscaino
    Forum|Forum|4 months ago
    SwarnamContributor ⭐️

    Auto Email capture - Attachment/Image SupportNew Idea

    Attachment and Images Support in Timeline Activities while using Auto Email Capture. 

    0
    Forum|Forum|4 months ago
    jrich
    jrichContributor ⭐️⭐️⭐️⭐️

    Improve Domain Exclusion List Administration in Staircase SettingsNew Idea

    We are currently setting up automated email capture in Gainsight CS. Due to Fed Ramp requirements , we have a specific segment of customers whose emails cannot be processed by an external system.Right now, the only way to prevent this is by adding their domains to the Domain Exclusion List in Staircase Settings. However, because the system doesn't currently support wildcards (e.g., *.gov), I had to manually parse through our customer contacts for this segment and add nearly 600 domains individually.The current UI dialog is incredibly cumbersome for manual entries at this scale. Furthermore, this creates a major operational burden for us, as we will have to manually maintain and update this list every time a new customer onboarding falls into this category.Request:  We would like to see a more streamlined way to exclude domains or segments of customers from AI automation.

    1
    mobrien14
    Forum|Forum|4 months ago
    jvdc
    jvdcExpert ⭐️

    User Overview Filtering: add badge filtering option "is all of" + "none of"New Idea

    It would be really useful to be able to filter users (and create a segment) by matching all selected badges , and none of the selected badges.I would like to see the users who have completed a series of badges, or are still in the running. Use these segments for email campaigns and widget visibility.Cheers!

    0
    jvdc
    Forum|Forum|4 months ago
    Sanchita
    Gainsight Employee ⭐️
    SanchitaGainsight Employee ⭐️

    Cloning User GroupNew Idea

    Things would be a lot easier if we could clone existing User Groups, as often customers only change one of the 5 or so filters which is applied for dynamic filtering.

    0
    Sanchita
    Gainsight Employee ⭐️
    Forum|Forum|4 months ago

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