Skip to main content

    A note on ideation

    Building a Better Ideation Process

    Votes matter. Comments matter. But product decisions are rarely as simple as "top voted idea wins."
    See how your voice really shapes what we build.

    Learn More ›

    Idea Pipeline

    Filter by idea status

    Filter by product area

    6160 Ideas

    marcos.beinder
    marcos.beinderContributor ⭐️⭐️⭐️

    Group Send FeedbackNew Idea

    Recently we launched a Group Send pilot to test and to scale. The pilot met its objectives and the team became largely self-sufficient quickly. Group Send landed clearly as the right tool for human-led, one-to-many outreach alongside JO for automated, multistep outreaches. Early feedback is now shifting from basic usage to scale and governance:  Pre-filtered lists: Admins should be able to create approved, pre-filtered base lists that users can then extend/refine. Shared template structure: When sharing personal templates, a folder structure for shared templates would allow scoping to a specific team. Admin visibility: Email/Admin users should have visibility into Group Send templates to more easily promote proven content into JO use cases where appropriate. Extend Group Send Template Availability to Group Send permissioned users at P360. CTA, and Timeline level. Group Send users should be able to access their Personal and Shared Templates from anywhere in the platform. This is not a current capability. Ensure that every email has an Admin Defined privacy statement that can be enforced for all Operational Templates and Non-Operational Templates sent using Email Assist. None of these are blockers – they’re signals of healthy adoption and teams already thinking in terms of lifecycle and scale.​@ahelminski 

    0
    marcos.beinder
    Forum|Forum|4 months ago
    Kati Viscaino
    Kati ViscainoContributor ⭐️

    Send message when rejecting Group join requestNew Idea

    This request comes from several of our Group moderators. For private groups, it would be valuable to have the option to include a message when denying a join request. Enabling moderators to send a brief message would allow them to clearly communicate their reasoning, provide guidance (e.g., eligibility criteria or next steps), and create a more transparent and positive user experience.

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

    Ability to schedule events/product updatesNew Idea

    This feature was originally requested several years ago, and since there’s been no recent activity, I’d like to resurface it.We’d greatly benefit from the ability to schedule Events and Product Updates in advance. Our team plans and builds content several weeks ahead, and the current requirement to manually publish these items on the day-of is inefficient.Enabling scheduling for these content types, similar to standard posts, would help streamline our workflow.Additionally, the ability to schedule recurring events would be highly valuable. We host multiple weekly events, and the current process of duplicating entries and manually updating dates and times is time-consuming. Allowing events to be set on a recurring schedule (e.g., weekly at a specific day and time) would reduce repetitive work.

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

    Ability to save hex color code to ControlNew Idea

    We regularly incorporate brand colors into our community posts. Currently, this requires manually entering hex codes each time a color is used which is multiple times per post and across several posts each week. This process is repetitive and time-consuming for our team.Adding the ability to save and store frequently used hex codes within the Control color panel would significantly streamline this process. 

    0
    Kati Viscaino
    Forum|Forum|4 months ago
    DavidNewman
    DavidNewmanContributor ⭐️⭐️

    Sentiment Reporting Based on Timing/Stages/LifecycleNew Idea

    One of the challenges our organization faces has been determining how long in the case process it takes for a customer to start becoming frustrated.  With StaircaseAI’s ability to detect negative sentiment combined with it’s integration with Salesforce Service Cloud cases, I’d love to see the ability to do reporting based on the case opened date to the date of the detected frustration.  We currently collect this kind of data with CSAT surveys at case closure, but that doesn’t give us insight into the moment when sentiment starts to plummet.   We’d love to provide our support and engineering organization with data that shows customer expectations in order to set performance goals around those targets.  While I’m specifically talking about cases, I think it would be equally useful for other date based analysis.  I could see it being used for future opportunity tracking integration, escalation management processes, or even basic analysis of customer age and/or lifecycle stages.  

    4
    bradybluhm
    Forum|Forum|4 months ago
    hilaryschuldtContributor ⭐️⭐️⭐️

    Provide more widgets sized for left containerNew Idea

    It would be helpful to have more options for left container-sized widgets, especially Featured Topics but also Statistics and Groups. While we don’t want to overwhelm our community members with too much content in one section, this would give us more flexibility to pair related content. For example, a welcome message as a Featured Topic in the left container and related quick links in the sidebar.

    0
    Forum|Forum|4 months ago
    revote
    revoteVIP ⭐️⭐️⭐️⭐️⭐️

    Group moderators: Dislay rank and username iconNew Idea

    Thanks for the updates to the Groups feature.Since everyone can now be a moderator, it´s important that users understands who represents the company and who is a regular member.Therefore, I´d like the rank and username icons to be displayed here as well. We are using these icons for employees.Thanks.  

    0
    revote
    Forum|Forum|4 months ago
    silasramsden
    silasramsdenContributor ⭐️⭐️⭐️

    Support Editing Company and Relationship Attributes from Timeline ActivitiesNew Idea

    Today, when creating a Timeline activity, the fields available in the “New Activity” layout are limited to fields that exist on the Activity object itself. There’s no way to surface or edit Company or Relationship attribute fields directly in the activity composer the way you can in a CTA.This creates friction for common workflows where CSMs are already logging an activity specifically because they are updating the health, risk, or status of a Relationship or Company. The activity and the attribute update are tightly connected in intent, but the UI forces them to be handled separately.For example:A CSM logs a Timeline activity to capture a risk discussion They also need to update Relationship fields such as risk reason or recovery status Today, those fields can’t be shown or edited in the Timeline activity itself The CSM must either navigate away to the Relationship record or use a CTA instead, breaking flowThe idea is to extend Timeline activities with a Linked Object capability similar to CTAs, allowing admins to optionally surface selected Company or Relationship fields in the Timeline “New Activity” layout:Allow specific Company/Relationship attributes to be displayed and editable in the activity composer Values would write back to the source object (Relationship or Company), not live only on the Activity Scope this to admin-configured, explicit fields (not a free-for-all) Keep existing Activity custom fields as-is for notes that are activity-onlyThis would:Reduce context switching for CSMs Improve data accuracy by updating attributes at the moment they’re discussed Make Timeline a more natural place to capture outcome‑based interactions, not just notes Align Timeline more closely with how CTAs already support linked object updatesAdmins who don’t want this complexity could simply leave it disabled, but for teams relying heavily on Relationship health and risk tracking, this would remove a major usability gap.

    0
    silasramsden
    Forum|Forum|4 months ago
    silasramsden
    silasramsdenContributor ⭐️⭐️⭐️

    Group Salesforce Case Emails by Case (Not Exchange Conversation ID) in TimelineNew Idea

    When using Email‑to‑Timeline with Salesforce Cases, emails that clearly belong to the same Case can show up as multiple separate conversations in Timeline. This happens because Timeline relies on Microsoft Exchange’s Conversation ID for threading, and that ID isn’t preserved when emails are generated or replied to via Salesforce. Salesforce can create parallel reply chains for the same Case, Exchange assigns new Conversation IDs, and Timeline then fragments what is logically a single support conversation.This isn’t a bug in Gainsight or Exchange, and it’s a known limitation of cross‑system email threading. However, from a user perspective, the Case is the real unit of work — not the underlying email conversation metadata.The idea is to introduce Salesforce‑aware grouping in Timeline:For emails associated with a Salesforce Case, group Timeline entries by Case ID or Case Number Do not rely solely on Exchange Conversation ID in this scenario Apply this only to Salesforce Case–linked emails (no change to Outlook or Salesforce behaviour) Ideally make this optional or configurableFor example:A single Case generates agent replies, system notifications, and follow‑ups All emails relate to the same Case, but arrive with different Conversation IDs Timeline currently shows multiple fragmented conversations With Case‑based grouping, those emails would appear as one cohesive Case threadThis would:Preserve business context for CSMs Reduce noise and fragmentation in Timeline Align Timeline more closely with how support interactions are actually managed when Salesforce Cases are involved

    0
    silasramsden
    Forum|Forum|4 months ago
    Paul-o2Contributor ⭐️⭐️

    Last Edit Timestamp in structured data in source codeNew Idea

    Fortunately the last edit timestamp has been implemented by now. This helps a lot with recognizing the actuality of the information stated by articles. Since our community is mostly found through SEO, we would love to have the addition of the last edit timestamp in the structured data of our code. As for now it seems to be only visible in the frontend and a little bit hidden in the code. The idea is that by implementing the last edit timestamp into the structured data, search engines like Google can judge the acutality of the information in the articles more easily and quickly, which could lead to a better ranking when searched by Google-users. Aswell as it could be shown by Google directly in the search resultA quick example: Structured data at the momentHow it could look with the additional informationAn example for what we think, Google could do with it: The search result shows the publish date of our content, but not the last edit. If we could change this to the last edit date by implementing the timestamp into the structured data, people would recognize the actuality of information more quickly. For now it often seems like informations are a bit old if you check the search result. I hope this is plausible, if you got any questions, let me know :D Regards,Paul 

    0
    Forum|Forum|4 months ago
    DCampos
    DCamposContributor ⭐️⭐️

    Schedule Conversation or Question PostNew Idea

    Request: As an Admin or Community Manager we would like the ability to schedule a Conversation or Question post.I saw the idea submission for Product Updates, but this is specifically for the other new topic options.Internally we have a few different people responsible for posting on behalf of their department and would like the ability to schedule these out.

    3
    Dkreiger-eightfold
    Forum|Forum|4 months ago
    johje69Contributor ⭐️⭐️

    Staircase AI - Churn Analysis reportNew Idea

    Request is when downloading and using the Churn Analysis report in Staircase the Issues and Account column details are hard to do anything with. How can this information be displayed differently in the download to be able to make use of the data. The content is all loaded into one cell not making it easy to seperate to analysis. Especially with the accounts there is no way to easily separate the information to make use of it.

    1
    bradybluhm
    Forum|Forum|4 months ago
    johje69Contributor ⭐️⭐️

    Staircase AI - Executive DashboardNew Idea

    On the Executive Dashboard in Staircase AI can the data showing for Engaged Accounts, & Engaged Owners be shown as a percentage of the total account base? 

    1
    bradybluhm
    Forum|Forum|4 months ago
    johje69Contributor ⭐️⭐️

    Staircase AI - ReportsNew Idea

    The filter options in certain areas of Staircase do not follow the user after clicking through and then the report shows the information for whole company again not the one that was filtered to (ex. Filter to X company then click on a heat map in the Topics report and all companies are showing) Can we get it to lock your filter selection? 

    1
    bradybluhm
    Forum|Forum|4 months ago
    johje69Contributor ⭐️⭐️

    Staircase AI - Ask & SearchNew Idea

    Is there a way to add a place in the Ask & Search section of Staircases save and house presubmitted questions?

    1
    bradybluhm
    Forum|Forum|4 months ago
    johje69Contributor ⭐️⭐️

    Staircase AINew Idea

    There are certain features not used in Staircase AI for our business. One of the examples is Chats. I see this in our Sort & Column Topics. Also, when the weekly automated email goes out to the teams this shows up. Would it be possible to disable certain topics etc that are not being used so avoid confusion or show 0 usage?

    1
    bradybluhm
    Forum|Forum|4 months ago
    scott_496fa0
    Gainsight Employee ⭐️
    scott_496fa0Gainsight Employee ⭐️

    Changing Email Template Library DefaultsNew Idea

    Hi Team,Submitting this idea at request of a customer.  It appears we do not have the ability to replace the canned/predefined Gainsight templates in the email template library with customer specific ones.This is the need and use case – they have various products and business units and want to drive a harmonized experienced across the lifecycle with standard email templates to align to customer branding guidelines.  They would like users and super users to have a standard library to start with when creating business/product/relationship specific templates for their teams – ie Welcome email.  Today this does not seem possible.  

    0
    scott_496fa0
    Gainsight Employee ⭐️
    Forum|Forum|4 months ago
    YardenExplorer ⭐️

    Allow users to edit their usernameOpen

    Hey!I want to start by mentioning that we’ve switched our login method to SSO, allowing users to log into the community via our system. Due to this SSO integration, both the username and login email are auto-filled from our system's data. However, sometimes the usernames are inaccurate, and we’d like to give users the ability to update them on their own.The issue is that the "Username" field is not visible in the user profile—it's only accessible in the control area. I’d like to suggest making this field visible in the user profile, so users can update their usernames themselves.

    4
    Dkreiger-eightfold
    Forum|Forum|4 months ago
    NEOGOV Tom
    NEOGOV TomContributor ⭐️⭐️

    Enable Content Promotion via Configurable Pop-Up SpotlightNew Idea

    I’d like to propose a feature that allows community managers to highlight specific content—such as posts, articles, events, webinars, or podcasts—through a configurable pop-up (or “spotlight”) experience within the community.The OpportunityPromotion is a critical component of driving engagement and ensuring content reaches the right audience at the right time. Without intentional amplification, even well-crafted content risks becoming passive rather than actively engaging.Proposed SolutionIntroduce a configurable pop-up content promotion module that enables community teams to:Feature specific content (posts, blogs, events, podcasts, etc.) Target users based on behavior, role, or journey stage Schedule promotions aligned with editorial calendars or campaigns Control frequency (e.g., once per visit, once per user, time-bound campaigns) Include CTA buttons (Register, Read, Listen, Join, etc.)Use CasesPromoting upcoming webinars or events Highlighting new product announcements or releases Driving awareness of community-generated best practices or trending discussions Amplifying podcasts, videos, or editorial content Supporting onboarding journeys for new membersWhy This MattersCommunity content is most effective when it drives active engagement, not just passive consumption. Strategic promotion helps convert visibility into action—comments, registrations, shares, and deeper participation.A pop-up spotlight mechanism would:Increase engagement with high-priority content Improve campaign performance tied to community initiatives Help community managers align content with business goals Reduce reliance on external channels for visibilityClosing ThoughtThis isn’t about introducing “ads”—it’s about empowering community teams with intentional content amplification tools inside the platform itself. A lightweight, configurable promotion layer could significantly enhance the impact of existing community content investments.

    0
    NEOGOV Tom
    Forum|Forum|4 months ago
    kcsp
    kcsp

    Tool Tip/Help Text for Fields in C360Released

    For fields added to the Attributes section of the C360 (Gainsight native or from SFDC), it would be helpful to have the ability to add help text similar to SFDC to help users better understand what field uses are.

    11
    pgeorge
    Forum|Forum|4 months ago
    HollySimmons
    HollySimmonsHelper ⭐️

    Include synced Staircase fields in Dependencies on Data Management (CS)New Idea

    Currently fields that we are syncing over from Staircase to Gainsight CS are not included on the dependencies tab in Data Management. This makes finding “unused” fields tricky as they show up as having no source. 

    3
    pgeorge
    Forum|Forum|4 months ago
    scott_496fa0
    Gainsight Employee ⭐️
    scott_496fa0Gainsight Employee ⭐️

    Changing AI ModelsNew Idea

    Some customers have restrictions on which AI providers their organization is allowed to use. Today there is no ability for a customer to select which AI model provider powers the AI features in their instance. If we could create an administrative setting that allows customers to choose which AI models power their instance it would open up more adoption opportunities. As of today some customers cannot use our AI features since they may not be approved to use OpenAI.

    1
    Ritika Jindal
    Forum|Forum|4 months ago
    ajprince
    ajprinceContributor ⭐️⭐️⭐️⭐️

    Staircase - Define New Data SourcesNew Idea

    "An AI is only as good as the data it learns from."Staircase provides incredible insights for our business already around retention, engagement, sentiment, and expansion.How can we take it further?We need it to know more about our business so that it has access to all of the information we would want it to crawl when our users ask it for recommendations and next steps.Why Would this be Important?Maximizing Value Delivery to the Customer - Helping CSMs close any knowledge gaps by allowing them to see what’s been missed or overlooked. Imagine a query like “Help me identify top adoption opportunities for my entire book of business” Unlocking Expansion Opportunities Across the Entire Business - Credit to ​@dcassidy for sparking these ideas - Imagine what that could do for the Expansion Analysis. Looking at 100-ish products against companies with a similar profile and "company x benefits from adding product abc" and guiding the CSM on how they might work through that with the customer. Imagine using a query like “complete a whitespace analysis across our entire segment/customer base and suggest the top adoption/expansion opportunities” Taking EBR/Strategic Conversations Further “Based on my customer’s desired outcomes and business challenges, which solution/features can we recommend to them? Include value proof points from other customers who have shared that this has helped them” "What LMS courses would by customer benefit from taking, based on their knowledge from the tickets, community posts, product usage, etc?” We need Staircase to be able to crawl data sources like:LMS platforms - understanding what learning courses are available to our customers Community platforms (and not just Gainsight’s) - understand what our customers are saying, common solutions to our customer’s problems, ideas, etc. Knowledge Bases - Crawl all of the knowledge base articles and product information Public Websites (ours, our distributors, our partners, and our competitors) Telephony platforms (transcripts) - where our support teams will be communicating with customers beyond simply the ticketing platform for live support, field service requests, etc.I’d view all of this as beyond simply an integration--the need is for Staircase to actually “crawl” and “ingest” this information.

    3
    bradybluhm
    Forum|Forum|4 months ago

    Bulk assign tags public or moderator tags to topics via ControlOpen

    We love using public tags to help organize and surface content of interest to our community and to give them a sense of what’s happening community-wide.It would be great if in Content > Control you could bulk update tags on topics. Here’s a couple examples:We have an introductions category and like having everyone tag them with the tag #introductions - when they miss doing that I’d love a quick way to be able to add them and help with the content’s findability and organization Sometimes content gets mistagged and we could make a bunch of updates at once vs. having to go in topic by topic to adjust  

    9
    Larry
    Forum|Forum|4 months ago
    ChristianCDW
    ChristianCDWContributor ⭐️

    Year over Year (YOY) comparison reportingNew Idea

    Hey all,I’m a business analyst for my company and recently was asked to create reports comparing year-over-year (YOY) data pieces. In attempting to create these reports and widgets I learned that Gainsight does not have (by default) the following capabilities: Current Year YTD Values → Comparison Over Previous Year YTD Values Current Year QTD Values → Comparison Over Previous Year QTD Values Current Year MTD Values → Comparison Over Previous Year MTD ValuesThis was shocking to me considering these are fairly standard, cross-industry, reporting requirements for all business in all business sectors.Being able to take X period (current year, or other), with Y data (sales amounts, or counts, or other) and compare it to the same period in the previous year (or another year). This can be further expanded to a specific month (April 2025 compared over April 2024, or April 2023, etc...) Our account manager and technical account manager asked me to create this post for visibility.I was able to create a makeshift YTD year-over-year report, comparing current year to previous year, but it is very limited compared to a standard comparison report/widget.Support provided instructions on how to create this as a dynamic data-set, requiring us to create an object for each period that we want to see and comparing it to the previous 1 year back. However, this is still limiting and requires the set-up of multiple complex objects and requires us to upload a data table for what we want to compare, rather than using data within Gainsight.Please comment, upvote, etc!

    1
    ChristianCDW
    Forum|Forum|4 months ago

    Filter by product area

    • All product areas
    • Gainsight CS
    • Staircase AI
    • Gainsight PX
    • Gainsight CC
    • Skilljar by Gainsight
    • Gainsight CE

    Terms & ConditionsAccessibility statement