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    5890 Ideas

    jvdc
    jvdcExpert ⭐️

    More granular control over badges: conversations, questions, ideasOpen

    Hey,Now that all kinds of posts (conversations, questions, ideas, articles, product updates) can be posted in a Category, it would be good to have more granular control and be able to select the type of post that triggers the awarding of the badge.For example, we are interested in having 2 different badges, one that is for posting questions, and one that is for ideas. But now we have the risk that both get awarded.

    3
    jvdc
    Forum|Forum|15 days ago
    mightylud
    mightyludContributor ⭐️

    GS Home Summary Ribbon Clickable LinksReleased

    Currently we are using Cockpit in the Summary Ribbon for quick view of CTAs for our CSMs. It would be nice if it would bring up a Breakdown (similar to reports) or bring them directly to Cockpit for action on these CTAs. 

    3
    pgeorge
    Forum|Forum|15 days ago
    Tomas Trijonis
    Tomas TrijonisContributor ⭐️⭐️⭐️⭐️⭐️

    Make clicking on the CTA name in the Summary Ribbon open the CTAReleased

    So apparently this is an “intended” design:If you use the out of the box “Cockpit” widget in the new Home’s Summary Ribbon and open any CTA report like “CTAs due this week” you cannot open any of the CTAs. Funny enough you can close them, but because of the needlessly limited real estate you can hardly read the name of the CTA. The widget feels hardly usable and not at all actionable.Please allow users to open the CTA from this window.

    9
    pgeorge
    Forum|Forum|15 days ago
    sarahmiracle
    sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

    increase CTA name column width in GS Home CTA summary ribbon widget drill downReleased

    The column width for the drill down of the OOTB CTA Widgets in Gainsight Home Summary Ribbon is incredibly tiny. All columns are treated the same in terms of width, when CTA Name should have priority and be larger. Right now, it’s truncating CTA name to about 10 characters...not even enough to get the full first word of a CTA name…To add fuel to the fire, the column widths are not sticky, so if a user spends time readjusting to get the CTA name in full (which, they need to do), they are stuck doing this every single time they access the drill down. Not a good user experience at all. 

    4
    pgeorge
    Forum|Forum|15 days ago
    M
    mark_walsethContributor ⭐️⭐️⭐️

    Allow more than 20 real time sync fields in Salesforce ConnectorNew Idea

    Our organization needs more than 20 real time sync fields in Salesforce Connector that stay in sync between Salesforce.  We had this in the previous Salesforce app version of Gainsight.  This is a degraded capability in NXT that our organization has struggled with since upgrading to NXT (upgraded before bi-directional sync was added - told it would be added - but stopped at 20 fields).  Our clients have complex financial vendor/ technology ecosystems that we track up to and beyond ~100 attributes to better understand and service clients.  With our team using Gainsight and other parts of our ORG keeping this information current with Salesforce.  Our team needs to stay in Gainsight rather than having to go back to Salesforce to update these fields, and we need to avoid conflicts with other groups updating - hence, the need for real-time bi-directional sync for this.

    0
    M
    Forum|Forum|15 days ago
    G
    Gainsight Employee ⭐️
    gschardanGainsight Employee ⭐️

    Way to Export or Report on Recycle BinNew Idea

    Hey Team, It would be great to have a way to report on the recycle bin or be able to export the data. 

    0
    G
    Gainsight Employee ⭐️
    Forum|Forum|15 days ago
    copperml
    coppermlContributor ⭐️⭐️⭐️⭐️

    Turn off email notifications - specifically for Best AnswerOpen

    Hi, Matt from the support team informed me it is not currently possible to turn off the email notification a member receives when a Best Answer has been chosen for their thread.I am requesting the ability to turn off those email notification because:I want to do Best Answer housekeeping without notifying members about months-old threads Members receive a Best Answer notification even when they are the one who selected the Best Answer. This is redundant and annoying. We work with our members until we get a thank you comment, meaning they have acknowledged the answer already. They do not need to be notified again when we select the Best Answer.This request extends to all system emails. We need to be in control of what communications our members receive. 

    7
    A
    Forum|Forum|15 days ago
    A
    Ambar DContributor ⭐️⭐️

    Turn off system emails for individual postsNew Idea

    Hi Gainsight community!Request:I am requesting the ability to turn off system emails at the individual post level. Ideally, we’d have the capability to toggle off all system emails, or toggle off specific system emails for any given post.Scenario where this would be helpful:We recently converted a post in Gainsight to a private support ticket in Zendesk to address the user’s question privately. In an effort to remove the post from public view, while retaining the history and historical context of the request, we moved the post to a hidden category.The system email “Is your problem solved? Select best answer” was sent to the user, causing confusion on the user’s end since the post was no longer available to view for the public. Ideally, we would have the option to disable system emails for specific posts, giving us the option to do so when moving a post to the hidden category. 

    0
    A
    Forum|Forum|15 days ago
    M
    marionmungcalContributor ⭐️⭐️⭐️

    Make Timeline fields available in MCP and in-line editingNew Idea

    Time-tracking is a manual task in itself, that’s why we’re looking into utilizing MCP to allow a less time consuming way for users to log activities and track time. However it seems like the Timeline fields are not included in what can be created/updated via MCP, as they are also not available in in-line editing within reports. Can you find a way to make Timeline fields unlocked for automation or mass editing?

    2
    mobrien14
    Forum|Forum|15 days ago
    mattmarcsmith
    mattmarcsmithHelper ⭐️

    Enhancement to Auto Log Email to Timeline featureNew Idea

    Hi all,Looking to request a further enhancement to the released feature:Looking over the Help Docs for this feature (https://support.gainsight.com/gainsight_nxt/Timeline/02Admin_Guides/AI_Follow-Up_Admin_Guide#For_CS_and_Staircase_AI_Customers), it looks like it cannot fulfil our exact requirements.Scenario: Currently we log ALL of the organisation's emails into Staircase and determine which users can see the detail of all the comms by setting the roles correctly (i.e., User, Manager, or Admin). A User for example can see details of time, subject, recipients, sentiment and lifecycle tags for all emails, but cannot see the email body. That way if a significant event is tiggered (e.g., Extremely Negative Message), they can see who the email was sent to and reach out for more detials and offer assistance, but still retain privacy.Issue: It seems that the only way to determine what emails are synced to Timeline from Staircase is by using AD groups. We still want ALL emails logged in Staircase, but I don’t see a way to specify a subset of users (e.g., CSMs only) and have only their emails synced to Timeline. As Gainsight doesn’t have a similar comms visibility setting as Staircase, users would be able to see the body text of ALL comms on Timeline and we definitely don't want that!Proposed Solution: If Gainsight can have settings on its end to be able to specify on the UI which users emails can be synced to Timeline from ST (e.g., CSMs) then this will be a good baseline option. Alternatively, having a similar permission setting as Staircase so all comms can be added to Timeline, but seeing the body text depends on a user permission would also work.

    0
    mattmarcsmith
    Forum|Forum|15 days ago
    spencer_engel
    spencer_engelExpert ⭐️

    Let us Report on Who Personalizes FeaturesDiscovery

    This post is mainly dedicated to Gainsight Home and the Customer Journey Widget, both of which can be personalized and both of which admins have no idea which users have personalized and which have not. I’ve run into this with Gainsight Home a lot, but just recently did so with the Customer Journey Widget. One of my users was wondering why he couldn’t see a new milestone I had configured and made available to everyone via the C360. It turns out he must’ve personalized his widget at some point (he didn’t remember doing so), and therefore my C360 changes did not apply to his layout. How are we as admins supposed to be able to report on such instances? As Gainsight allows more and more end-user personalization, we need to have some kind of way to report on this stuff. As it stands, this is a major blind spot for us. Perhaps you can implement something similar to this idea:  

    8
    pgeorge
    Forum|Forum|16 days ago
    waynedilworth
    waynedilworthContributor ⭐️⭐️⭐️⭐️

    Allow custom fields in Relationship SearchReleased

    We should be able to search on a custom field on the relationships object (and/or passthrough rel-comp field) in the Main Gainsight Search box at the top of Gainsight.We search for customers in Gainsight using a custom 5-digit field on the Company Object.  We use relationships primarily.  When we search for this code in the primary Gainsight search - the result set returns Companies but not Relationships.  If we click on Company, then the Relationships Tab in the C360, we can click on the correct relationship R360.If we search by customer name - Gainsight returns both Customers and Relationships - and we can click directly on the Relationship we want.  This is a big time saver, since we work almost all the time in relationships. Currently we are blocked from searching custom fields on the relationship object “You can search the Relationship only with Name fields. If you add other than Name fields in the configuration, you can only view those fields, but cannot search Relationship with those fields.”Adding the ability to search custom fields on the relationship would be consistent with what is available for company search supporting feature parity for relationships users.

    4
    pgeorge
    Forum|Forum|16 days ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Force Update Gainsight HomeNew Idea

    Hi allReferencing this question: And because:[SPOILET ALERT]: we can’t force update Gainsight Home Identifying the rogue users is overly cumbersome  Asking support to force remove dependencies is really a waste of Support’s resources In what universe did it: Make sense for inactive users to create dependencies on Gainsight Home (especially where we can’t delete such users)? Make sense for active users to be stuck with old reports and old data → at best, it makes sense for them to decide if they want to see a report or another, but if a report is removed, it must be removed for them as well!  Make sense to not be able to force update layouts to all users: Notification settings for GS Home | Gainsight Community  (no, logging as them to force update Gainsight Home isn’t an option as figuring out who the rogue users are is cumbersome and chasing them to update is equally not helpful I’m turning the above question into an idea so we can get the upvotes going (for which I take 0 credit) but it needs to change:Admins must be able to force updates to our chosen users, groups of users or all users at any time.  Inactive users, when inactivated, if they have created some dependencies through any form of customization, should be updated in such a way that no dependencies remain.  Because currently, what we’re experiencing is this: Gainsight Home | /ˈɡeɪnsaɪt hoʊm/ | (abbr. GS Home)noun1 : Where admins must embark on epic quests to remove dependencies from the ghosts of deactivated users.2 : A feature that traps end-users in a time capsule of potentially outdated data. ThanksA

    4
    pgeorge
    Forum|Forum|16 days ago
    darkknight
    darkknightExpert ⭐️

    AI: Auto-generate Exec Summaries via CopilotParked

    I had a request from leadership for the ability to have Copilot auto-generate Executive Summaries that can be pushed to Slack channel for accounts in a specific tier on a regular cadence.I tried leveraging the Company Cheat Sheet object, but the layout and unpredictable number of rows per category of the data + the inconsistent population of fields make it near impossible to use that object for any valuable purpose.

    2
    Ritika Jindal
    Forum|Forum|16 days ago
    sarahmiracle
    sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

    Copilot chat widget in the future?Parked

    Are there plans to make Copilot a chat-like widget within the platform, instead of needing to navigate to a separate page?Imagine this - you’re in Gainsight, on a dashboard or in your Home, and you want a quick insight on an account. You click the copilot icon in the lower-right corner, pop open a copilot chat window, type in, “When was customer ABC’s last EBR?” and get an immediate response.No switching pages. No context switching. All seamless.Many other platforms are starting to take this approach with their copilot functionality. Also, it would increase user adoption + usage as it would always be available on whatever page they are on.Right now, as a basic user, if you don’t know about copilot, you will likely not use it because you rarely need to navigate to the lefthand menu bar

    4
    Ritika Jindal
    Forum|Forum|16 days ago
    Carol_Keyes
    Carol_KeyesHelper ⭐️

    Make Copilot Avialable in Microsoft Teams AppParked

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

    4
    Ritika Jindal
    Forum|Forum|16 days ago
    heather_hansen
    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

    5
    Ritika Jindal
    Forum|Forum|16 days ago
    darkknight
    darkknightExpert ⭐️

    CS: Remove or Change Copilot Personalization Agent dependency on Gainsight Home filtersParked

    THE PROBLEM:Today, when users ask Copilot (especially in Slack) questions like “my portfolio”, “my companies”, or “my upcoming renewals”, results are strictly scoped by the user’s current Gainsight Home filters — but that dependency is not obvious to end users. This can cause “no results” answers even when relevant accounts exist (example: user has a Renewal Date filter set to “next year,” so end-of-month renewals disappear).  Gainsight docs confirm that portfolio queries rely on filters configured in Gainsight Home., however,end users rarely read documentation messaging like “filters haven’t been set up” in Copilot responses can be interpreted as an admin/config problem even when filters exist — they’re just currently restrictive.  plus, not every customer and/or persona leverages Gainsight Home (think Sales account owners who don’t work in Gainsight as their primary system of record)Enablement shouldn’t be a substitute for intuitive functionality.THE NEED:STRONGLY PREFERRED: When Copilot sees “my portfolio” intent, it should first attempt to resolve “my” using User Lookup fields on the Company object, such as:CSM / Account Owner / TAM  Any org-defined “Owner” lookup to GS User (including custom fields)If a match exists, Copilot uses that ownership assignment to scope results (optionally allowing persona selection like “my renewals as Renewal Manager” vs “my accounts as CSM”).ALTERNATIVE: If that’s completely impossible (which I cannot fathom it is) then at a minimum allow admins to define portfolio ownership logic in Key Definitions, and make the portfolio resolver:Check Key Definitions first Only fall back to GS Home filters if no Key Definition existsKey Definitions are explicitly designed to provide standardized business data/instructions so Copilot responds consistently and contextually.

    6
    Ritika Jindal
    Forum|Forum|16 days ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Allow multi picklist and field labels to be editable within CSQL DescriptionClosed (Won't Do)

    HeyAs part of our CSQL implementation, we want leverage the Description field built-in capabilities to parse CS profile information over to SFDC.But we can’t because:We cannot rename field labels of the fields we bring in. For example “Current Score” (for Current Health Score) is not explanatory for Sales. We should be able to rename labels like we are in other areas of the platform. We cannot re-order the fields in each category (they are displayed in the order they were added, which may have been alphabetical but it doesn’t make sense) We cannot leverage - drumroll - multi-select picklists in the description (why? We could very well display them as they are displayed in reports with semi-colon separators). Our customer profile is made of quite a lot of these multi-select picklists so we need to be able to leverage those. Asking for these to become a thing! ThanksA

    2
    Ritika Jindal
    Forum|Forum|16 days ago
    bradley
    bradleyExpert ⭐️

    Renewal Center - Allow Admins to modify/delete Predefined ViewsClosed (Won't Do)

    Right now at least, the predefined views in Renewal Center cannot be deleted or modified. If you make an edit to a predefined view, those edits will only be saved as a new view. As an admin, I need the ability to modify these views as they are the default page views and getting end users to ignore these and go to the views I created is an unnecessary step. Why this is useful: There are some widgets on the views we simply won’t be using out of the box, or don’t need exposed to our end users by default. In addition, there are certain things we wish to highlight both by the order and combination of widgets we present that we’re simply not able to do now.  Note: As of the time of writing, the current documentation states that this is possible, however that does not accurately reflect the current functionality.

    11
    Ritika Jindal
    Forum|Forum|16 days ago
    Rudi
    RudiContributor ⭐️⭐️⭐️

    Enable hyperlinks on signaturesOpen

    I think it'll be useful to enable hyperlinks in signatures, at least for admins, moderators and superusers. This way we can regularly change them to an idea or topic we'd like users to reach - for instance, a feature feedback request. C'mon InSided, make it possible 

    14
    revathimenon
    Forum|Forum|16 days ago
    S
    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.  

    3
    S
    Forum|Forum|16 days ago
    angela_domenichelli
    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.

    1
    angela_domenichelli
    Forum|Forum|16 days ago
    olepord
    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?   

    0
    olepord
    Forum|Forum|16 days ago
    Sylwia Ganiec
    Sylwia GaniecContributor ⭐️⭐️⭐️

    Follow a tagOpen

    The following option should also be extended to tags.Why? Sometimes the posts are created in a wrong place, category. Following a tag increases your chances of being notified about topics you're interested in.

    4
    olepord
    Forum|Forum|16 days ago

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