Product Ideas | Gainsight Community

6160 Ideas

Carol_KeyesHelper ⭐️

Make Copilot Avialable in Microsoft Teams AppParked

Create parity between the offerings of Copilot coming to Slack, also available in Microsoft Teams.

Forum|Forum|4 months ago

heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

Copilot: Key Definition Suggestions Admin NotificationParked

It doesn’t appear that I as an admin get any kind of notification when a suggestion has been submitted via the new Key Definitions suggestions interface for End Users.This means even more work for me because now I don’t even know that someone’s suggested something unless I happen to go check the Suggestions area in Key Definitions or they reach out to me because I haven’t noticed.Would be nice to have some sort of notification.Options:Via the normal notifications center (Preferred) Via a visual indicator on the Copilot icon on the left nav bar Via email

Forum|Forum|4 months ago

Samartha B SContributor ⭐️⭐️

Limitation & Enhancement Request: Better Support for Pooled CSM Models in Group Send FeatureReleased

We currently operate a pooled CSM model for SMB customers. In this setup, accounts are owned by a generic CSM user rather than individual team members. CTAs and customer engagement are dynamically managed by individual pooled team members.This operating model works well for high-volume SMB account management where multiple CSMs collaboratively manage a large number of accounts. However, we are seeing limitations with the current Group Send functionality being unusable for pooled CSMs in Gainsight.Current LimitationPeople Tab Visibility on Home Page for ‘Group Send’ featureIndividual SMB users are unable to view contacts in the Home Page > People tab, which is where users select contacts to send emails to from the Group Send feature. Since these users are not configured as the actual CSM on accounts, they cannot access the relevant contacts because ownership resides with the generic pooled mailbox/user.As a result, pooled SMB CSMs are unable to effectively use the Group Send feature — even though this feature would arguably be most valuable for them, given they often manage hundreds of smaller-scale accounts simultaneously. Enhancement RequestIt would be extremely helpful if Gainsight could better support pooled CSM workflows by enabling capabilities such as Group send features to be usable by pooled models as well:This would significantly improve adoption and usability of Group Send for organizations operating at SMB scale using pooled customer success models.

Forum|Forum|4 months ago

angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

Allow embedded reports in Gainsight Assist to be filtered on RelationshipNew Idea

Currently embedded reports can only be filtered by Company or Person when used as an email task in a CTA. We need to send embedded reports at a Relationship level. Please allow this.

Forum|Forum|4 months ago

olepordContributor ⭐️⭐️

Ability to add multiple internal notes to a conversation and include the moderator's username and the time and dateNew Idea

We have several moderators on our community and regularly “hand over” conversations to one another. The “Teams notes” feature helps for this but could use an upgrade. The window is too small - should be expandable. When I save, I see it tracks the last to edit. So I copy / paste the line Then I save again. That way, we can see the whole chain of custody…Can we make it easier, pls?

Forum|Forum|4 months ago

AndrewKHelper ⭐️

Control setting to add to list of allowed attachment file typesNew Idea

We have some products that use pretty niche file types like mcdx. It would be great to be able to set our own allowed file attachment types in control. Our users are grumbling about the inconvenience of having to zip everything. Thanks!

Forum|Forum|4 months ago

mattmarcsmithHelper ⭐️

Additional customisation for drilldown fieldsNew Idea

As far as I am aware, currently in Gainsight you can specify what fields you wish to show in your drilldowns of visual reports (e.g., bar charts or pie charts), but you cannot currently adjust additional settings such as decimal places, column calculations or numeric summarization like you can for table visualisations. I don’t think this is a technology limitation, rather something that was missed out. Although not as impactful as some of the other requests, it would be good for Reports and Dashboards that Senior Leadership and/or C-Level are interested in seeing. Any chance this can be added to the product roadmap?

Forum|Forum|4 months ago

GabyHelper ⭐️

Ability to segment by custom roles who gets system emailsNew Idea

Right now everyone gets the same system emails, but I want to have both clients AND prospects in my community and this will mean they need different comms.

Forum|Forum|4 months ago

alisapagerdutyContributor ⭐️⭐️

Ability to update activities via rulesNew Idea

There are multiple use cases where an admin would want to update activity data via rules and it would be very useful to have update activities as a rule action. Activities automatically logged via tools like Gong don’t input data into some of our critical activity fields, since the integration is limited to setting the default just on the type of activity. When making changes to activity types or other activity fields it would be extremely useful to set up a rule that mass updates historical activities to align to the changes

Forum|Forum|4 months ago

angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

Email signatureNew Idea

CSM would like to import their signature as formatted in Outlook to Gainsight. CSM wants to include in email assist templates and JO.

Forum|Forum|4 months ago

darkknightExpert ⭐️

Embed Timeline Activity field in CTA/SP Detail viewsNew Idea

Related to:CSMs are complaining that logging Timeline entries from within CTAs and Timeline is confusing and time-consuming. In my case, CSMs typically end up just adding their notes to the Comments field because it’s “faster”What would be great is if, within every CTA and Success Plan, there is a “Timeline Activity” field already natively embedded in the CTA Details, with a selector that contains pre-selected Activity Types that they can log, so they don’t have to navigate to a different tab to create.Bonus points for including the Latest Update in the Detail view as well, so people don’t have to navigate to the Timeline tab to see the most recent update.Still keep the Timeline tab for viewing all past entries related to this CTA/SP.This may seem like a minor thing, but every click and every navigation to another tab is seen as cumbersome.Also, I noticed with a couple of Gainsight competitors that they had the ability to capture notes quickly like this from within their version of a CTA/Task. Improving this experience for end users would level the field a bit more I think.Something like this:

Forum|Forum|4 months ago

bradleyExpert ⭐️

Timeline + Call to ActionNew Idea

Basic User Story: As an end user, I want to be able to see and interact with a Call to Action and its Timeline on the same view, so that reviewing and documenting CTA specific timeline activities is easier. Today, CTAs utilize the third pane concept, meaning that rather than using the full width of your screen to its full potential, you get something like this: What I would like to see, is better utilization of this space so that when I pull up a CTA, its Timeline isn’t a separate tab, but the activity history is right there, side by side with the details or whatever other CTA related sub-tab I have going on there, as part of the actual CTA layout. This is a combination/expansion of my Cockpit idea here: and my general loathing of the amount of whitespace throughout the platform which, in addition to being well documented here in community, is an increasing problem I encounter with my users battling the dearth of information we can present on any single screen in favor of some non-functional “aesthetic”.The goal, ultimately, is to both make it easier for users to see the activity for a given call to action alongside the details, and create a stronger association between creating a Timeline entry for a particular CTA and the CTA itself. @revathimenon I’m not sure if this is a CTA or Timeline PM related thing (or someone else all together) but would appreciate getting the appropriate eyes on it since I can only put it in one community category.

Forum|Forum|4 months ago

GLauContributor ⭐️

Enable Mandatory Custom Fields for Success Plan Custom FieldsNew Idea

Idea / Enhancement Request:Currently, when creating a custom field in a Success Plan, the “Mark it as a mandatory field” option is disabled by design. This means custom fields added to Success Plans cannot be enforced as required at the object level.We would like to request an enhancement to allow administrators to mark Success Plan custom fields as mandatory during the Create Custom Field flow, similar to how mandatory field enforcement works for CTAs.Why this is needed:Certain custom fields must be completed before a plan can be considered complete or before downstream processes can proceed. Without the ability to make these fields mandatory, users may leave key information blank, which reduces data quality and consistency.Business impact:Improves data completeness and accuracy Reduces the need for manual validation and follow-up Helps enforce process adherence in Success Plans Ensures critical information is captured consistently across teamsRequested functionality:Allow custom fields created on Success Plans to be marked as mandatory Enforce required field validation when users create or update Success Plans Ideally, support this in the same way mandatory fields are handled for CTA objects

Forum|Forum|4 months ago

amorganContributor ⭐️

Automatically Associate Contact on CTA with Timeline ActivitiesNew Idea

This idea will help improve efficiency when logging Timeline activities related to a CTA.This is for CTAs which include the Person/Contact Name field. Typically, all (or nearly all) activities on the CTA are with this one contact.Current/inefficient process: every time an Activity is logged on the CTA Timeline, the rep must search for the person/contact record the External Attendees field. Proposed/ideal process: We’d like the External Attendees field on the Timeline layout to auto-populate with the CTA Contact’s record.

Forum|Forum|4 months ago

T2EchoContributor ⭐️

Outlook Gainsight Assist Log to TimelineReleased

Our CSM team has been loving using the Gainsight assist in outlook to log to timeline key emails and milestones from Outlook. One issue we have seen is that if I log to timeline an email that was sent in the past the date is set to when we click send to timeline. Is there a way to have it be sent based on the email sent date? That way it accurately reflects when it was sent thus stays true to the timeline? Right now we send to timeline then go into Gainsight and manually update.

Forum|Forum|4 months ago

jeremy_johnstonHelper ⭐️

Measure Usage of Customer Cheat Sheet FeatureReleased

Add the functionality that allows admins to pull usage of the Customer Cheet Sheet feature within our org, either via Report Builder or other means.We’re interested in seeing how/when/who is using the feature.

Forum|Forum|4 months ago

derrick.harperContributor ⭐️⭐️

Email Templates - Insert Editable FieldsNew Idea

When creating email templates, having the tokens to pull data from Salesforce doesn’t always fit the need. It would be nice to be able to add field spaces that would prompt the user to enter information.My use case is I am creating a template to alert my customers of future Out of Office dates. I would like to be able to add a date field with a selectable calendar to choose the dates.

Forum|Forum|4 months ago

Samuel MeekContributor ⭐️⭐️

Clickable images?Released

Good morning! With other versions of community software I have managed, it was possible to post an image that would also double-up as a clickable hyperlink to another page; so for example, the BB Code would be: [ url=websiteexample.com][ imageexample][ /url] Of course, when you click on an image using the InSided software, this creates a full-size image view pop-up, so I understand why this wouldn't work, but it would be a 'nice to have' feature if there was a why to do this? Thanks, Sam

Forum|Forum|4 months ago

angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

Stop having the end date be required or at least have no default end dateNew Idea

Got me again! This time it was in the new version of Programs. Created and published the Program to run daily, but the default end date being the same as the start date means it only went out on the start date, instead of everyday like I intended.

Forum|Forum|4 months ago

darkknightExpert ⭐️

Group Send - give admin control over filter defaultsOpen

Right off the bat, when testing with Group Send, I notice that in the layout config, admins do not have control over the default filter values. When looking at the People section from user’s Home, it defaults to “Name”, “Role”, “Title”, and “Active.” We do not currently use “Role” as a field option, so this will confuse end users (especially when it’s blank). Admins must have the ability to curate the default filters to our standard fields and requirements.Also, “Name” should be adjusted to “Company Name” to clarify that it’s not a search for the individual user names, but for the Company.

Forum|Forum|4 months ago

Samantha IsinContributor ⭐️⭐️

Enable Multi-Select User and Company Person Lookup FieldsNew Idea

The GapActivity Timeline includes two system fields "Internal Attendees" (multi-select Users) and "External Attendees" (multi-select Company Persons) that work great for capturing multiple people on a single record. But this field type is locked to system-built fields. Admins can't create custom multi-select lookup fields against the User or Company Person objects on any other object (Company, Relationship, custom objects, etc.).This forces awkward workarounds: stacking multiple single-select fields, building related lists that don't surface well in dashboards, or creating custom join objects that complicate reporting and rules.Two Concrete Use Cases1. Assigning multiple technical advisors to a CompanyIn our model, every Company has at least one Reliability Success Manager (RSM) who is the technical advisor accountable for site-level success. Larger accounts often have several RSMs across sites. We need a single field on the Company object that holds all of them, so we can:Display the full advisor team on Company 360 layouts without cluttering the page with five "RSM 2," "RSM 3," "RSM 4" fields Drive Rules Engine logic (notifications, CTAs, capacity calculations) against the full set Report on advisor workload and book-of-business distribution accuratelyToday, modeling this cleanly is impossible without either a custom object (overkill for a simple assignment) or rigid single-select slots that break the moment a fifth advisor joins.2. Tracking multiple champions per CompanyMost enterprise accounts have more than one champion often a primary executive sponsor plus operational champions at individual sites. We need to flag all of them as Company Persons in one field so we can:See at a glance who our advocates are during renewal and expansion planning Trigger risk CTAs when any champion's status changes (departed, role change, sentiment drop) Filter and segment accounts by champion coverage in dashboardsThe current options force us to either pick "the one champion" (inaccurate) or maintain the relationship outside Gainsight (defeats the purpose of a system of record).Why This Matters Beyond These Two CasesThe same pattern shows up everywhere: deal teams, exec sponsors on both sides, implementation contacts, support escalation contacts, QBR attendees as a standing list. Any time the real-world relationship is one-to-many between a record and people, we hit this wall.The AskAllow admins to create custom fields of type "Multi-Select User Lookup" and "Multi-Select Company Person Lookup" on any standard or custom object — the same field types Activity Timeline already uses internally. Ideally with full Rules Engine, Reports, and Layout support so they behave like first-class fields.ImpactThis unlocks cleaner data models, simpler page layouts, and significantly more powerful automation for any team managing multi-stakeholder accounts — which, at the enterprise level, is essentially every team using Gainsight.+1 if you'd use this!

Forum|Forum|4 months ago

mitchell.gordonExpert ⭐️

Registration Approval for Specific DomainsDiscovery

Hello GS, I would really enjoy the ability to turn on Registration Approvals in -en.insided.com/users/management/overview based on the domain of the email address. Why this should happen: Ideally public domains could put into an approval que as they are the individual source of spam on community platforms. Registration approvals would require moderation before allowing the bot account to post spam. This would prevent 99% of spam and spam attacks from happening. Large scale to small scale community platforms, if implemented a methodology similar to this, will see their spam disappear. Thank you for the consideration.

Forum|Forum|4 months ago

spencer_engelExpert ⭐️

Allow Admins More Control with Login MethodsNew Idea

Hi there - Like many customers, we use the Salesforce managed package version of Gainsight and therefore prefer everyone login to the system via Salesforce. This is because we have quite a few SFDC-sourced reports, global filters, etc. that are non-functional for users when logged in directly to NXT. We used to require everyone login to Gainsight via Salesforce simply by not provisioning the Gainsight NXT Okta tile to end users. However, for business continuity reasons, we had no choice but to give all our end users that Gainsight NXT Okta tile when the SFDC outage hit last November. So, Problem #1 is that as an Admin, I cannot control how our users login. My only recourse to “force” them to login via SFDC is to remove the Gainsight NXT Okta tile. I had been considering doing this, although I had been dragging my feet due to many of our end users having created workflows, bookmarks, tab groups, etc. that relied on that Gainsight NXT direct access. Now, though, it seems that there is a Problem #2, which is related to the new Gainsight CS MCP. It seems (and please correct me if I’m wrong) that in order to set up the Gainsight MCP, our end users will need to have a way to login directly to Gainsight NXT (in our case via Okta). Which means I am now stuck allowing our users to have the option to login directly via NXT (we try to strongly encourage them to login via SFDC, but, well, they don’t always listen...). I suppose my ask is to create more granular controls when it comes to logging in directly to NXT. For example, in the User Authentication section, we would have two toggle options: Allow users to connect Gainsight MCP Allow users to login directly to Gainsight NXTIn our case, we would allow the first and deny the second. Bonus points if we could reroute the failed direct NXT login to the login page for SFDC. Or at least customize an error message such as “Your organization has disabled Gainsight NXT direct access. Please login to Gainsight via Salesforce.” Thanks for considering this.

Forum|Forum|4 months ago

Likhit ChilamakuruContributor ⭐️

MCP Server Support for Custom Objects (Read and Write)New Idea

The Gainsight CS MCP Server should support querying and writing to Custom Objects (both High Volume and Low Volume). Custom Objects are currently excluded from MCP entirely -- they cannot be read, queried, or written to through any MCP tool. This is a significant gap for organizations that rely on Custom Objects to extend the Gainsight data model beyond standard objects.Current BehaviorAs documented in the MCP FAQ, the MCP server currently does not support querying custom objects. The supported scope is limited to standard objects: Company, Relationship, CTA, Success Plan, Timeline Activity, Scorecard, and their associated metadata/picklist configurations. Any prompt that targets a Custom Object returns no results or errors, with no workaround available through MCP.Requested BehaviorExtend the MCP server to support Custom Objects with the following capabilities:Read/Query: Allow MCP to query Custom Objects using the same filtering, aggregation, and sorting capabilities available for standard MDA objects today. This includes cross-object lookups where a Custom Object is related to Company or Relationship via GSID. Write (Create/Update): Allow MCP to create and update records on Custom Objects, respecting the same field-level permissions, mandatory field enforcement, and OAuth scope (Read vs Read/Write) that apply to standard object writes today. Schema Discovery: Expose Custom Object field schemas and picklist values through the existing get_object_metadata and get_picklist_values MCP tools, so LLMs can understand the object structure before querying or writing.

Forum|Forum|4 months ago

JeppePeppeHelper ⭐️⭐️

Custom page as a Asset Library?New Idea

It would be great to be able to create a custom page and host images, assets, videos etc. It would create an amazing work flow and make it easier when working on new HTML/CSS elements. My usecase:I use the HTML widget for everything. And with that, I usually combine a brand image, or SVG-icon. Today we have uploaded all our assets into a article draft on the community as a quick fix. But it would be amazing to have a dedicated Asset library live on the community to host images, SVG-icons and such.

Forum|Forum|4 months ago

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6160 Ideas

Make Copilot Avialable in Microsoft Teams AppParked

Copilot: Key Definition Suggestions Admin NotificationParked

Limitation & Enhancement Request: Better Support for Pooled CSM Models in Group Send FeatureReleased

Allow embedded reports in Gainsight Assist to be filtered on RelationshipNew Idea

Ability to add multiple internal notes to a conversation and include the moderator's username and the time and dateNew Idea

Control setting to add to list of allowed attachment file typesNew Idea

Additional customisation for drilldown fieldsNew Idea

Ability to segment by custom roles who gets system emailsNew Idea

Ability to update activities via rulesNew Idea