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    Idea Pipeline

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    6160 Ideas

    travis_floyd
    travis_floydContributor ⭐️⭐️⭐️⭐️

    Allow access to Opt-Out configurations for Users (Person) via Rules EngineNew Idea

    We have multiple communications applications in our organization.  Gainsight JO being mainly for CS and Marketo for Sales/Marketing Comms.  Our customers want to have their Opt-Outs honored across ALL of our platforms…. they do not see us independently by our departments but as a single company.  We need the ability to synchronize similar Opt-Outs between systems.  To do this we need programatic access to Opt-Outs via the Rules Engine, so we can ingest and update Opt-Outs from other systems into JO Opt-Outs, and also to export our Opt-Outs to other systems for the same purpose.  We could use a common connected system such as Salesforce for the data, or a CSV via the S3 bucket, but require access to the Opt-Out data via Rules Engine.

    6
    ssamarth
    Forum|Forum|5 months ago
    leah.breenContributor ⭐️⭐️

    Add “Total Views” Summary to the Content Dashboard in AnalyticsDiscovery

    In the Content Dashboard within the Analytics section, I’d love to see a summary of total views included alongside the existing metrics (posts created, topics created, replies, etc.).Right now, the dashboard gives great visibility into contribution activity, but without views included, it’s hard to understand which areas of the Community are attracting the most attention. A total-views metric would help teams quickly assess content performance and make more informed decisions about what to prioritize.Requested enhancementPlease add “Total Views” as a top-level summary metric in the Content Dashboard.Why this matters Helps compare performance across categories and content types Provides a clearer picture of what’s driving engagement Supports reporting needs across Community, PMM, and product teams Reduces the need to manually pull this data elsewhere

    4
    Aleksandra
    Forum|Forum|5 months ago
    Alex Campos
    Alex CamposGainsight Employee ⭐️⭐️

    More filters for the analytics dashboardsDiscovery

    As a community manager, I want to quickly filter my analytics dashboards based on existing differentiators in the community, things like role, badges, activity levels.This way I can make better usage of the data and derive actions tailored to specific cohorts of users.

    2
    Aleksandra
    Forum|Forum|5 months ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Total Views of Help Content on Self-Service DashboardDiscovery

    Unique visitors who viewed help content makes up half of the Self-Service Score calculate.  I would love to see Total Views of Help Content added as well. There’s no easy way to track this within a specific time frame via content exports, and the Content Dashboard can’t help with this either (cuts off at 100 rows, can’t differentiate answered questions vs open questions, no easy way to total). It seems that the views of help content is being tracked within a time period, as it’s part of what determines the Unique visitors who view help content.  Use case: Different ways of measuring self-service success and calculating community ROI. Self-service score is one way to look at it. But looking for increased consumption of help content is another way to measure and show self-service and the value it brings the business. 

    2
    Aleksandra
    Forum|Forum|5 months ago
    Sam.RiggsContributor ⭐️

    Send email from Person listReleased

    We would love the ability to send emails directly from the C360 Person tab. Use case: our CSMs like to send ad hoc emails out to People or groups of People (for example, the Person with the highest product usage at the Company, or a group message to everyone who has admin access in our platform), and that data can be easily viewed/filtered on via the Person tab. Ideally we’d like for a CSM to be able to select multiple users from the list, and use a global button to launch an email with the selected users as recipients. @Alicia Azar FYI

    8
    Forum|Forum|5 months ago
    bradybluhm
    bradybluhmGainsight Employee ⭐️⭐️

    Simple Journeys access at CSM LevelReleased

     As a CSM / CS Leader, I want access to the new Simple Journeys feature for my book of business so that I can more easily communicate with my entire book of Customers. RequirementsAccess would need to be limited to only the Companies and Contacts to which a user is associated as their [(CSM) - (CS Leader) - (AM - Sales) - (PM - Product)] Tokenized email capabilities (JO Simple Programs, essentially) Reporting interface accessible at a user level Opens  Click throughs Bounces Check box field at a Contact level that designates a contact as Do Not Contact using mass communications. GS Admin ability to enable or disable the feature in the instance, by segment, by user type. Potential use case of only CS Leaders having access to the tool in an organization. 2.0:  Ability to schedule recurring templates as a user for my customers. Use case: Usage reporting based on customer’s needs and priorities; better usage report = better visibility and better usage over time. ContextCurrently, Simple Journeys is only available for certain admin level roles within Gainsight. A CSM has to be an effective communicator. Currently, I have to manage all of my customer communication at a 1:1 level using Gmail/Outlook I can use GS templates but it is still incredibly manual and tedious and all done outside of Gainsight. The goal of this feature is to truly make Gainsight the software users live out of to empower their customers. Use Cases CSM Send content and communication out to my customers en masse; allowing me to share product insights, best practice content, and other important information to established personas and contacts efficiently across my customer base. Greatly improve both CSM efficiency and efficacy as they increase their ability to communicate and connect with customers. Include reporting capability into the body of the templates and CSMs could easily create a custom usage dashboard for  CS Leader Regional communications about key initiatives, product updates, important/urgent company level comms. Particularly useful if CS Directors play a largely customer facing role (attending EBRs and other meetings, managing escalated risks, etc.) as it can keep them as a more regular face in the relationship. Thought Leadership communication with any customers of a certain type chosen with filterable fields. Renewal Sales Send reports / tables that house usage or renewal information to my customers with a renewal within xx amount of days; more easily automate this process Filter existing customers and contacts to a particular Product, use case, persona type, willingness for advocacy, etc. to find a connection for a potential prospect. Product Manager ​​​​​​​Filter existing customers and contacts to a particular Product, use case, persona type, willingness for advocacy, etc. to reach out to as a potential beta tester of a feature, and do so en masse. Problems Improved/SolvedImprove CSM efficacy by allowing them to think of and execute on how to to better help their customers at scale. Encourage frontline team members to create effective content that can be templatized and used at scale.  Gather campaign data to determine which templates are working most effectively, allowing continued iteration on journeys and workflows to improve the customer experience. Contact cleanliness and management will happen naturally as a result of teammates communication efforts. The proper gathering of personas and needed contacts at a customer will be prioritized because it will be in view regularly.  Possible PX integration to insert a pop-up for my customers into the product as a CSM.

    6
    Forum|Forum|5 months ago
    Samuel Meek
    Samuel MeekContributor ⭐️⭐️

    Gamification ReportsDiscovery

    Hello there. It would be great to see the option to generate Badges and Rank reports so that we could keep track of forum activity. By observing these report types, we could tailor user advancement to the relative behaviour of the community by setting the bars for achieving goals higher or lower (depending on activity levels). Thank you ☺️

    8
    Aleksandra
    Forum|Forum|5 months ago
    Drew C.
    Drew C.Helper ⭐️

    Exports and Date Formatting Problems with ExcelReleased

    Excel doesn’t like dates in analytics exports because they are in DD-MM-YYYY format (because, Europe 😎 ). This breaks Excel’s automatic date format recognition for US region customers (and others who use MM-DD-YYYY). Day numbers greater than 12 are displayed as text/general and aren’t properly sortable. This is massively frustrating! For example, there's no way to distinguish between January 8th or August 1st (01-08-2018 vs 08-01-2018). Fortunately, there is an ISO standard for this, https://en.wikipedia.org/wiki/ISO_8601. Unfortunately, Excel doesn’t really like it when using the letter T for concatenating the Date and Time. From what I can find, the generally accepted universal format to use for CSV exports is noted in this stack overflow thread: https://stackoverflow.com/questions/804118/best-timestamp-format-for-csv-excel YYYY-MM-DD hh🇲🇲ss 👈🏻 Edit: Please fix the emojification problem Relevant XKCD: https://xkcd.com/1179/ Ideally, making this change won't have much impact on current users because leading with a four-digit year is what most date parsing tools expect to see anyway. I’ve attached a CSV I used for testing. The date used is October 25, 2018. The “Europe2” example uses October 3, 2018. Here’s what Excel displays for me (US Region Settings): In the interim, I can swap text around using Numbers on my Mac and re-export the CSV. This is in US format. =CONCATENATE(MID(P2,4,2),"-",LEFT(P2,2),RIGHT(P2,14)) This matches the recommended format above and doesn't add text to blank cells: =IF(L2="","",CONCATENATE(MID(L2,7,4),"-",MID(L2,4,2),"-",LEFT(L2,2),RIGHT(L2,9))) I'm going to have to write a script to do it for me.

    14
    Aleksandra
    Forum|Forum|5 months ago
    jvdc
    jvdcExpert ⭐️

    Data Connector: Add URL info to topic tableDiscovery

    Hey,It would be very useful to add the URL to the Topic dimension table like it is done for the pageview table :-) 

    3
    Aleksandra
    Forum|Forum|5 months ago
    Sai Padala
    Sai PadalaContributor ⭐️⭐️

    Ability to add multiple engagements (values) in a single trigger event of webhookNew Idea

    Today, for a Webhook trigger of type Engagement, we select a single engagement per trigger. We would like a capability to select multiple engagements within a single trigger event, in a similar way to how we can select multiple engagements/criteria in Audience logic of an engagement or in the Query Builder.The use case is to avoid creating multiple, nearly identical Webhooks or triggers when the downstream workflow is the same for a group of engagements. 

    0
    Sai Padala
    Forum|Forum|5 months ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Notifications for Likes / Emoji Reactions in the In-App Notification CenterOpen

    Now that notifications are not limited to email-only… I’d love to see Likes added as a notification. (And eventually reactions of all types if/when emoji reactions are added to an updated UI and feed experience, as mentioned in the April 2024 road map webinar)This type of notification is pretty standard in these types of UI and it can be a potent driver of engagement and activity, especially when tied to gamification. And with the planned enhancement (according to the documentation) for customizing which types of In-app notifications a user sees, those who don’t want this type of update may eventually be able to disable it. 

    2
    Forum|Forum|5 months ago
    daniel.truman
    daniel.trumanHelper ⭐️

    Learners being able to download their transcripts in CENew Idea

    Ideally learners should be able to download their transcripts in CE. We’ve also had users request to be able to get transcripts for their whole org, to track learning progress. 

    2
    Forum|Forum|5 months ago
    anirbandutta
    anirbanduttaExpert ⭐️

    Remove need to re-login for ControlOpen

    If the Control button appears for a logged-in user, they should be able to click it to go on the Admin backend seamlessly.Removing the need for re-authentication for Control view should be a good riddance.

    3
    Forum|Forum|5 months ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Support Web Links in Task Lists for PX In-App Hub (Formerly KC Bot)New Idea

    As a PX Admin,I want to create task lists for my In-App Hub that include web links to content or resources that are not hosted within PX itself (Articles or Engagements)Examples include:Videos that are hosted elsewhere (yes these could technically be embedded, but there are use cases beyond watching them in-app)  Links to Community pages Links to website pagesSo that I can include outside of PX resources/tasks in my Task Lists for onboarding or other task list work flows. This allows me to truly build Task lists based on the user journey, rather than only what’s available as PX content. 

    0
    DannyPancratz
    Forum|Forum|5 months ago
    sydney.bennett
    sydney.bennettContributor ⭐️⭐️

    Error Notices - Admin Self-HelpNew Idea

    Over the past months, we have run into a few separate issues that required us to create a ticket over topics that I feel should’ve been fixable by us as the admins. My request/improvement is to increase the error notices or the context provided to Admins regarding errors. The first example is regarding uploading an email to Timeline, the subject was the same as another post in the same account’s timeline, giving the very vague error message of “Unknown Error”. Requiring support to have to come in and tell us what that Unknown Error was. The second example, when wanting to set up the Connector for Zendesk to get ticket info into GS. We received multiple jobs failing notices stating "error occurred while fetching object," we had multiple tickets open on the topic, just to find out that Zendesk only allows 50 records per API call. Something that is a clear answer but not communicated to the Admins at all. Lastly, we ran into a major data discrepancy issue with PX data in CS, using the Daily Aggregated data. It is NOT clearly communicated that the data in that record is only stored for 90 days. There should be some sort of clear messaging when using those Daily objects and a date field. The support team, although very kind and responsive, were unable to tell us that this was the issue (a predetermined Gainsight setting that should be easily communicated) for OVER a month. Meaning, we thought that all of our usage data from PX was unreliable for all that time.  And this is just a few examples, there are more that I can come up with if necessary. Even if this means Error Codes that GS Admins have to find and investigate, it would be a huge improvement, saving both that GS admin’s time AND the GS Support team.

    1
    sydney.bennett
    Forum|Forum|5 months ago
    lfabbroContributor ⭐️

    Notification to approve a postDiscovery

    I find it odd that there are no email notifications when you need to approve a new post or response. We will be moderating all posts to start with but it means we’re going to have to have the control panel up and watching the pending queue constantly. Please can we get an email notification to alert us to log in?

    10
    Forum|Forum|5 months ago
    Samuel Brown
    Samuel BrownContributor ⭐️⭐️

    Segment-based component visibility changes should take effect immediatelyNew Idea

    When a component's visibility is configured to target specific segments, changes to a user's segment membership can take over an hour to reflect in what they actually see. This delay makes it impractical to build real-time, segment-driven user journeys.For example, we attempted to build an onboarding flow where verified customers are shown a modal on first visit. Upon completion, we update a profile field via the API, which moves the user into a different segment — at which point the modal should no longer appear. However, because visibility changes aren't applied promptly, the user continues to see the modal long after their segment has changed, effectively trapping them in a loop.This is impractical for us for serveral reasons such as:User experience degradation - Users who should be seeing onboarding content, upsell prompts, or role-specific guidance will instead see stale or irrelevant components. This undermines any personalisation effort and creates a confusing experience. Operational reliability - If we cannot trust segment targeting to update within a reasonable timeframe, it limits the value of segmentation as a feature entirely. We cannot build automated workflows or time-sensitive processes on top of a mechanism with an unpredictable multi-hour delay. Compliance and access control - Depending on the content being served, prolonged access to the wrong segment's components could have implications for data handling obligations, particularly if customer-specific documentation, pricing, or account information is exposed to non-customers.Reducing this propagation time — ideally to near-instant — would unlock segment-based visibility as a tool for building responsive, self-resolving user experiences such as onboarding flows, first-run wizards, and conditional prompts.

    0
    Samuel Brown
    Forum|Forum|5 months ago
    Jasper
    JasperContributor ⭐️⭐️⭐️⭐️⭐️

    Loosen CSRF token timeOpen

    When users want to reply to topics, they often open multiple topics in different tabs, but because there the CSRF token has a limited time they receive errors when they try to post. When the error 'Something went wrong’ happens, users lose the post they have typed and they need to do it again. That doesn't motivate people to help others.I understand the CSRF token is for security, but the way it works now it feels more like it's punishing users for using the platform in a natural way.Could the length of the CSRF be loosend or is there another option to reduce those erros? Or at least make sure the user doesn't lose their typed message when this error happens.

    4
    Jasper
    Forum|Forum|5 months ago
    NEOGOV Tom
    NEOGOV TomContributor ⭐️⭐️

    Replace Default Initial Avatars with Auto-Assigned Profile IconsNew Idea

    Instead of showing the default “first letter” avatar, provide a library of pre-sized profile icons that users can choose from—and automatically assign one to new users at signup.The current default feels impersonal and makes communities look inactive or unfinished. A simple icon system would instantly make the community feel more vibrant and human.Suggested approach:* Add a selectable avatar library (clean, pre-sized images)* Auto-assign a random icon to new users* Allow users to change it anytimeImpact:* Better first impressions* Stronger sense of identity* More engaging discussion threadsSmall change, big UX win.

    0
    NEOGOV Tom
    Forum|Forum|5 months ago
    alok.shresthaContributor ⭐️⭐️

    Key Definitions should support all major Gainsight standard objects as well as custom objects.New Idea

    Please make this as an enhancement request: Key Definitions should support all major Gainsight standard objects as well as custom objects. If this isn’t already planned, we’d appreciate it being added to the Gainsight roadmap.

    0
    Forum|Forum|5 months ago
    darkknight
    darkknightExpert ⭐️

    CS: Enable Copilot AI Key Definitions for Scorecard and RelationshipsNew Idea

    Copilot Key Definitions currently support a defined set of objects: Company, Call To Action, Task, Success Plans, Activity Timeline, and User Objects.Scorecards are not on that list (although Copilot doesn't appear to know that - unsurprising): What is surprising, however, is that I’ve been told to submit this as an “enhancement request/idea” in the community.How is this not already on the roadmap for Key Definitions!?Key Definitions need to work fully with Scorecard data—not in a limited "basic queries only" capacity, but in a way that reflects how Scorecards are actually used by customers day to day.For that matter, Key Definitions should work with every major Gainsight Standard object, (as well as Custom Objects and Data Designer objects, if those are also not on the roadmap) Key Definitions exist to give Copilot the business context it needs to interpret user questions accurately—translating your organization's data language and logic into consistent, relevant responses.  This should include all major areas where we need to provide said context.

    3
    Forum|Forum|5 months ago
    Gaby
    GabyHelper ⭐️

    More email campaign themesNew Idea

    I have two different “themes” I use for email campaigns, but as only one is possible I constantly have to update the overarching theme/coding. Allowing for more than one would be SO helpful

    0
    Gaby
    Forum|Forum|5 months ago
    johntrask_bt
    johntrask_btHelper ⭐️

    Support More File Types for AttachmentsReleased

    We would love to see a few more Attachment file type supported in Community. .md.conf

    3
    Larry
    Forum|Forum|5 months ago
    Shy
    ShyContributor ⭐️⭐️⭐️

    Backend Access to Product Update Data InsightsOpen

    Maybe this already an idea, i'm sorry then.I would like to have access in our backend to view data from product updates. This includes the number of registrations, categorized data, names and email addresses, as well as unsubscriptions.

    2
    Larry
    Forum|Forum|5 months ago
    CyJervis
    CyJervisContributor ⭐️⭐️

    Enable "Write with AI" for Community Members to Improve Post QualityOpen

    The Problem: Currently, Gainsight Admins have access to "Write with AI" in the backend to craft clearer messaging. However, this tool is not available to community members on the front end. Our products are complex, and we frequently see community posts with vague titles, poorly structured questions, or missing technical context. This leads to a longer "time-to-resolution" and puts a higher burden on employees and power users to clarify the intent before they can actually provide a solution.The Proposed Idea: Extend the "Write with AI" functionality to the front-end community composer. This would allow members to: Optimize Titles: Turn "Help with rules" into "Troubleshooting Custom Object Mapping in Rules Engine." Structure Questions: Prompt users to include specific details like product area, error messages, or current configuration. Improve Clarity: Use AI to refine drafts for better readability before posting. The Value: For Members: Increases the likelihood of receiving fast, accurate assistance by providing a clear starting point. For the Community: Reduces "clutter" and makes the community a higher-quality knowledge base for future searches. For Gainsight/Admins: Lowers the manual effort required to "triage" vague questions.

    2
    Larry
    Forum|Forum|5 months ago

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