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    Idea Pipeline

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    6162 Ideas

    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Staircase - Report on Support ticket sourceNew Idea

    We have 2 Support platforms connected, and are in need of the ability to separate out the tickets by those sources.  That doesn’t appear to be possible in the current reporting.Use Case: We are attempting to measure which current customer interactions by source for use in measuring deflection as we enable more AI tools. The ability to measure tickets from Salesforce and Intercomm separately is important to that.

    0
    heather_hansen
    Forum|Forum|6 months ago
    VBennyGainsight
    VBennyGainsightContributor ⭐️⭐️

    Engagement audit trail in PXReleased

    My organization has a lot of people collaborating on building engagements. As our product is also new, there are often changes to the audience and scheduling based on new criteria or occasionally changes in custom user attributes our product is storing.We would like there to be an audit trail on how engagements change over time. Ideally, this would contain who/what/when information on changes to the following areas, from highest priority to lowest priority:Launch status Audience Schedule Engagement content Engagement name and description Templates (can be captured by content)This would help people understand who has been working on what engagements and why, and how they’ve evolved over time.In many ways, this would be a similar effort to the Field Level Audit Trail from Gainsight that was built for CS - I’m not sure if we’d need the full field level audit trail, but close. 

    6
    aharkut
    Forum|Forum|6 months ago
    judahs
    judahsHelper ⭐️

    Knowledge Base Content Insights from AI AnswersNew Idea

    The AI Answers feature on the search results page is heavily used in our community. I would like to see if deliver insights and observations to us in Control based on user behavior and activity on the front-end. Particularly things like: Suggested improvements to KB section/category organization based on how users search for and interact with topics, such as:  Tagging and labeling that aligns with search behavior Categories and sections that align with how community members search for content, ask questions, phrase their replies, etc Identified gaps in KB topics based on community topics, replies, search behavior, and KB topic performance (and suggestions for closing those gaps) Identified high performing community topics that seem to be filling in gaps in the KB (and suggestions for closing those gaps in the KB and promoting the community content) Identifying miscategorized, duplicative, redundant, or conflicting content in the KB and the Community Prompt refinement, aka do users continue to edit or reword their search prompt until they find topics that they want to interact with, how much, how do the prompts change, etc Case deflection: analytics on searches that have a low deflection rate, i.e. a user enters a search prompt, investigates a few topics, but ultimately hits the “Contact Support” link to (presumably) submit a ticket

    0
    judahs
    Forum|Forum|6 months ago
    GLau
    GLauContributor ⭐️

    Improvements to the Notes / Text Box within Timeline ActivitiesNew Idea

     I would like to formally request significant usability improvements to the Notes / Text Box within Timeline Activities in Gainsight.At present, the editing experience is becoming increasingly frustrating when capturing customer engagement notes which is a core workflow for Customer Success Managers. There are several key challenges impacting usability and efficiency:  No Undo Functionality There is currently no way to undo actions while writing notes. This is especially problematic when entering structured updates (e.g., bullet points). If an accidental change is made, the user cannot revert back — meaning content often needs to be rewritten from scratch. An Undo / Redo capability is essential and standard in modern note-taking environments.   Bullet Point Formatting Issues When writing structured notes using bullet points, if a user accidentally presses backspace on the next line, the formatting unexpectedly changes (e.g., converting text into a bullet). Once this occurs, there is no way to undo the action, creating unnecessary friction and slowing down documentation.   Inconsistent Font Sizing Font sizes occasionally shift while typing or pasting content. This leads to inconsistent formatting within a single Timeline entry and requires manual cleanup. It also reduces professionalism when reviewing Timeline activities later or using them in executive briefings. Given that Timeline entries are the single source of truth for customer engagement history, these limitations directly impact: Productivity Data quality User adoption Confidence in the platform Enhancing the text editor to include: Undo / Redo functionality More stable bullet formatting behavior Consistent font handling  The above suggestions would significantly improve the day-to-day experience for end users and support stronger documentation discipline across Customer Success teams.Thank you for considering this request.

    1
    mobrien14
    Forum|Forum|6 months ago
    ana_gHelper ⭐️

    Add Dashboards to list of object dependencies in Data ManagementNew Idea

    For our org, reports used in dashboards are generally more important than those that are stand-alone. To see if the object is used in a dashboard report, I would have to search the dependent report in the Report Builder list. It would be great to just see dependent dashboards in Data Management as well as reports.

    5
    HollySimmons
    Forum|Forum|6 months ago
    HollySimmons
    HollySimmonsHelper ⭐️

    Allow us to show more "tags" against a Customer Name on top of C360New Idea

    Would love to be able to use the space at the top of C360 to highlight some key things about our customers. Similarly to how the Active/Inactive/Churn tags are shown next to the company name it would be great to be able to add a few more of our own choosing - colour coded also. Understanding there would need to be a limit of e.g. 5 per company to make it work. Some use cases; - Showing which of our Customers are “Top Customer”- Showing which Segment our Customers belong to.

    0
    HollySimmons
    Forum|Forum|6 months ago
    SaiRajContributor ⭐️

    Automatically apply a template to Timeline activity.New Idea

    When a user selects the appropriate timeline activity type, we would like the templates to be used automatically. 

    1
    Msimonson
    Forum|Forum|6 months ago
    rlejardeContributor ⭐️

    Create LinkedIn Post for Certifications/BadgesNew Idea

    In Skilljar, on courses where learners are awarded a certification upon completion, you can easily set up the course to allow them to add the certification to LinkedIn, where it’ll be sent to the certifications portion of their profile there. It’d also be useful if learners could easily create a LinkedIn post from Skilljar, so they can share the news with their network there. I’m proposing another certification-level setting, similar to the “Add Certificate to LinkedIn” option/check box, that provides a shortcut to allow learners to do this directly from the course in Skilljar.

    0
    Forum|Forum|6 months ago
    stefanoboniContributor ⭐️⭐️

    Renewals - Exchange rateNew Idea

    Hey all,as we started to dig into the Renewals module we realized that Gainsight doesn't support locked exchange ratesAll of our Opportunitys live In Salesforce and when a deal is Won or Lost, the exchange rate is 'frozen' to keep historical data accurate. Gainsight, however, applies current rates to old deals. This means our historical ARR in Gainsight is constantly changing.Any suggestion?Thank you!!

    0
    Forum|Forum|6 months ago
    Jasper
    JasperContributor ⭐️⭐️⭐️⭐️⭐️

    Option on profile to delete accountOpen

    Is it possible to add an option to the user profile so a user can delete their own account?I've seen this old topic about it, but after that there seems to be very little about it: We have a topic where users can request the deletion of their account, which works for now but it's not very efficient. If users have a button on their own profile to do it themselves (with a verification to avoid misuse) it would streamline the process.

    2
    Forum|Forum|6 months ago
    mcooksey
    mcookseyContributor ⭐️⭐️⭐️

    Allow members to see their own points on their profileOpen

    We have a very robust points program that members use to get merch/swag. Currently, the only place for them to see their points is on the leaderboard (toggle to all time, then scroll or otherwise search manually). EDIT: I see in another post that the admin view is different than the member view and that they can see their points at the top of the leaderboard.Because we have such a solid Rank and Rewards program that is point based and requires customers to redeem points for merch, they need to be able to see how many points they have easily. Can this be added to customer profiles? EDIT: I still would like to see this 😀

    8
    Forum|Forum|6 months ago
    Sanne van Opstal-Brakel
    Sanne van Opstal-BrakelHelper ⭐️

    Add list view to Group pages as wellOpen

    We are launching our Community and we are in the early access phase big the big launch happening at the end of this month.We already have our first few user groups  → Groups active but what we notice is that you can not adjust the design (look & Feel) of how to post look like.All posts are sort of pages together. After a conversation with our on boarding manager we learned that the list view is currently only available for the home and forum. But not yet for groups. As I want to have the same look and feel throughout my community I would really like it if the list view also becomes available for Groups. To give you an idea what I am talking about: PS: If you found a workaround for this, I am also curious to learn about that!

    1
    Forum|Forum|6 months ago
    Ian Ferguson
    Ian Ferguson

    Segmentation OptionsOpen

    Can you consider adding an “Is all of” option when creating Segments?Use Case: I ask users joining the Community to select the product they use from our suite so I can create customised experiences for them (ie, change widgets) however, some customers use 2 or more products. I am unable to create a segment for these users. As a result, if I create an Events widget showing Events for Product A, and another for Product B, users who use both products see 2 widgets - which can look messy, vs a single Events widget (a 3rd, effectively seen by me) in which I can highlight a mix of events. ThanksIs one of​​​​​​​ Is not one of Is empty Is not empty Is all of​​​​​​​cc ​@olimarrio 

    1
    Forum|Forum|6 months ago
    atwhite
    atwhiteHelper ⭐️⭐️⭐️

    Filter Search by GroupsOpen

    With the enhancements to search this year, the filters are very helpful. One filter option that seems to be missing is Groups. Even a single checkbox to select “Groups” (similar to the Topic Type filters) would be helpful, but it would be even better to have the search display a list of groups you’re a member of and be able to refine the search that way.Taking that option even further, the search banner in each group could then default to selecting that group’s filter in the search results (the same behavior you see when searching within a knowledge base, for example). Thanks for considering this!

    2
    Forum|Forum|6 months ago
    KathrynMCarterContributor ⭐️⭐️⭐️⭐️

    Add comment thread attached to an EventOpen

    I would like to be able to let our users to comment questions on an event before our Open Office Hours without creating a separate featured topics to keep all of our information on 1 page. 

    1
    Forum|Forum|6 months ago
    Petra PContributor ⭐️

    Improve Add to Calendar (CC Events)Open

    When members add event’s iCal to their calendar (both internal and external event), there is no info about the event in the description (nor link), there is only link to the community event. In that case, members who add the event to their calendar, and the event is e.g. in Zoom, to reach that link, they need to follow the community link in their calendar event description, potentially log in the community, and only then they see the link they should follow. It’s quite a number of clicks to land in the event. Also double-check; reminders are sent only based on your calendar you import the event data to, there is no Gainsight reminder, right?

    1
    Forum|Forum|6 months ago
    darko_2
    darko_2Contributor ⭐️⭐️

    User Group- level adminOpen

    Dear team,our user groups are managed by different departments in the org and it takes a of of bandwidth from small community team to manage the user groups approvals and posts for them.A user-group level admin role would be greatly appreciated to be able to publish articles, create user group based events, add and edit posts form other users. all this without interfering with whe whole community control panel.

    1
    Forum|Forum|6 months ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Icons instead of Profile Avatars for some notifications in the Notification CenterOpen

    Maybe it’s just me, but I’d love some visual differentiation to different types of in-app notifications in the NC. Why? Different notifications have different use cases / value props, and what might visually cue me to click into the notification may be different. Using the profile Avatar may create a generic looking notification feed when profile photo/avatar adoption is low:Default first-letter user avatars Which Notifications?New topic in a subscribed Category/Group I’m subscribed to the category or group because I want to hear about new posts, not necessarily from a specific person.  Possible alternatives: CC platform icon for Topic Type (question, conversation, article, product update, idea) Category thumbnail image (already something we have to style for categories and groups, but not often visible in the platform) Question Answered The useful information is that question I subscribe to has an answer marked, not necessarily who provided it.  FWIW, the default phrasing for this notification ( notification.center.messages.topicAnswered) makes no mention of the Answer Author, which could lead to confusion (“is that the avatar for the author of the Q or the A?”)  Note: If you want to do this add the {username} variable to the phrase.  Group Invite and approvals I don’t use groups, so it’s not important to me, but the same logic as the “New topic” suggestion applies: What’s most relevant is the group, not who invited you.  Potential ImpactMore visual variance in the NC, but in a way that should entice additional clicks into the notifications Visual “noise” (avatars) replaced with relevant context (topic type / category thumbnail) Use Cases Answer notifications looking more like this: from the activity feed on my profile page  As a super user, I want to know when an answer is marked on a question I’ve replied to, in order to…  Know if it’s my answer or someone else’s (gamification motivation) Answer author context is semi-relevant to me Learn what the best answer is (learning motivation) Turn off email notifications for answers, but still be able to easily see when answers are marked via the NC.  As a user with the same question, I want to know when an answer is marked on a question I have followed, in order to Learn and apply that information. Answer author context is not very relevant to me, plus available when I click into the thread.   Turn off email notifications for answers, but still be able to easily see when answers are marked via the NC.  As a community manager / digital self-service lead, I want to cultivate community behaviors of learning from newly marked answers in the community, in order to…  Increase the knowledge of community members.  Build a Q&A culture that’s less about transactional answers and more about collective learning  Topic Notifications looking more like either of these optionsOption 1: Category ThumbnailOption 2: Topic/Content Type Icons (example is from Live Search)As a super user, I want to know when questions are asked (or asked in specific forums), in order to help solve them and {fulfill a gamification motivation} Earn points Earn category-specific or answer-specific badges Move up in the ranks Move up the leaderboard As a multi-product customer / multi-category subscriber, I want to know when topics are posted to the various categories I subscribe to, in order to… Decide if I want to click into that topic Catch up on conversations I haven’t read Prioritize which topics I want to view  TL;DRMy hypothesis is that having these notifications look the same as others (with user avatars) makes users less likely to click into these types of topics. Whereas replacing the avatar with a more relevant category thumbnail or content type icon would make them more likely to click into those types of topics. 

    1
    Forum|Forum|6 months ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Notifications for Positive Helpfulness Votes via the In-App Notification CenterOpen

    This idea, but for positive content helpfulness votes.  Positive reinforcement should help drive engagement and desired user behaviors. Additionally, those who see these notifications may be influenced to adopt the feature more themselves (the insights from this feature would be valuable, but it almost never used by our users)

    2
    Forum|Forum|6 months ago
    darkknight
    darkknightExpert ⭐️

    Recent Gainsight Assist changes introduce risks/challengesNew Idea

    I know lots of Gainsight customers were clamoring for the ability to select the Activity Type when logging an email through Gainsight Assist.  I do not dispute this may have been a handy feature had it been properly executed.However, it seems this was released too quickly and with absence of thought regarding the downstream impacts: Users can now choose an Activity Type, but they cannot fill out any custom/required fields associated with the type. This doesn’t save the CSM any real time/effort as they still have to go into Gainsight and edit the entry. And if they don’t go edit the entry, custom fields get logged with ‘--’ (including required fields) which exacerbates dirty/inaccurate data issues. Additionally, a custom/new Activity Type is really only necessary when there are data capture requirements that warrant custom fields on the layout for a single specific use case.  However, now that users can select Activity Type (but not any other field values) it is more difficult to make that argument and will result in a bloated list of Activity Types that could otherwise have been more streamlined. Similar to this idea, there may be Activity Types that are reserved for very specific processes that we do not want users to select through GA. This can also exacerbate dirty/inaccurate data issues.  Enablement and documentation only get you so far - a common end user thought seems to be: “if something is possible, then it must be acceptable.” 

    35
    darkknight
    Forum|Forum|6 months ago
    michelle_shottsContributor ⭐️

    allow bulk updates to Gainsight timelineNew Idea

    we have a few use cases where having the ability to write to Gainsight timeline in bulk would be highly useful   Examples: If a CSM leaves PatientPop without notice, we would like to bulk upload an account transition note into timeline for all of their accounts at once rather than one by one.  If a CSM gives their notice, we'd like to bulk upload their account transition notes into timeline using a spreadsheet rather then have them tediously click through each account individually.  When we receive a survey response from a customer to our various CSAT, NPS and product surveys, we'd like to automatically record the score/verbatim feedback into timeline. 

    11
    cvandegenachte
    Forum|Forum|6 months ago
    Claudia.WillunatContributor ⭐️⭐️⭐️

    Audit log for control environmentParked

    Hi, I would like to ask if you may create are report which reports on all activates on the Control environment. As if you provide users with admin rights how would you know what they deleted changed added? Thanks, Claudia

    4
    LisaN
    Forum|Forum|6 months ago
    rjmanayon06Contributor ⭐️

    To allow tagging CTAs regardless of whether they were created under C360 or R360.New Idea

    Hello Team,Can we raise an enhancement request to allow tagging CTAs regardless of whether they were created under C360 or R360 records.Current logic:We cannot associate a Timeline activity with CTAs from a different entity type (e.g., C360 Timeline entry cannot be linked to R360 CTAs, and vice versa)

    0
    Forum|Forum|6 months ago
    cs-scientist21Contributor ⭐️

    Bulk Selection & Summarization of Timeline ActivitiesNew Idea

    We need the ability to select multiple Timeline entries within a customer's C360 and generate an AI-powered summary. For example, a CSM preparing for an EBR should be able to filter the Timeline for the last 90 days, click a "Select All" checkbox, and then click a "Summarize" button. This would provide an instant, high-level overview of all key interactions, saving hours of manual reading. Currently, we have to read each entry one-by-one to understand the account's journey.

    3
    Forum|Forum|6 months ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    Allow custom fields to be CTA Identifiers in Rule ActionNew Idea

    Gainsight only allows the CTA Name to be an identifier in a Rule Action and does not allow that field to be only edited by rules.  Therefore, when users change the Name of a CTA, the Rules will re-trigger the CTA.  Please allow a custom field to be the identifier.  In our instance, we have a CTA Number field.  We would prefer to use that as the identifier.

    0
    angela_domenichelli
    Forum|Forum|6 months ago

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