Product Ideas | Gainsight Community

6158 Ideas

sleslie99Contributor ⭐️⭐️⭐️

Admin ability to update members profilesNew Idea

I would like the ability as a system adminstrator to update members profiles- update/add avatar and update bio info. Profile updates are something that members dont necessarily do until they have created strong ties- even employees. In Jive and Khoros- I was able to quickly add an avatar, update errors or add a bio summary for employees and customers. Jive was directKhoros allowed me to ‘swap’ user profiles (larry ingram will know what this is). Thank you

Forum|Forum|7 days ago

sleslie99Contributor ⭐️⭐️⭐️

Searching for multiple users at once in CommunityNew Idea

It would be very helpful to be able to search on multiple users at once- add in names separated by semicolons or commas or add an excel spreadsheet and have AI index the member list. Use Case: I have a list of 140 people I need to add to a user group. Right now, I have to search on each individual email address, then copy the username and add each one to the user group manually. Takes about 1 minute for each person as it's such a manual process. Thank you, S

Forum|Forum|7 days ago

HollySimmonsHelper ⭐️

Set which CTA types can be deleted by end usersNew Idea

Currently you can either toggle on or off the ability for end-users to delete CTAs but this applies to all. We want to be able to set this by type so some can be deleted and others can’t.

Forum|Forum|8 days ago

christopher_sandersonHelper ⭐️⭐️

S3 connector needs bucket and path functionNew Idea

I know that IAM roles has been recently released, which helps with Enterprise security. However, we also require our S3 connections to only have access to specific folder paths. Currently, if you add more than the bucket in the path, it will give you a ‘unspecified character’ error. We need to be able to put the full allowable path. Please consider enhancing.

Forum|Forum|8 days ago

CC AdminHelper ⭐️

Allow full Slack thread capture when posting to Timeline via SallyNew Idea

TitleAllow full Slack thread capture when posting to Timeline via SallyDescriptionSally currently only posts one Slack message at a time to Timeline, using the message shortcut or the "Post to timeline of [customer name]" command. CSMs often use internal Slack channels to discuss a specific account, and the full context lives across a thread, not just one message.It would help to have a way to capture an entire thread, including the parent message and all replies, in a single Timeline post. Right now the only workaround is to manually copy and paste the rest of the thread into the Notes field, which is time consuming and easy to miss details on.This would save CSMs time and make sure the full account context is preserved in Timeline without manual copy and paste work.

Forum|Forum|8 days ago

HollySimmonsHelper ⭐️

Create goal from Success PlanNew Idea

We can associate existing goals to a Success Plan, but we would like end-users to be able to create a goal when looking at the Success Plan - this just helps with the flow rather than having to head to the Goals tab first. Thanks

Forum|Forum|8 days ago

HollySimmonsHelper ⭐️

Allow creation of Goals when on Success PlanNew Idea

Forum|Forum|8 days ago

Daniele CmtyHelper ⭐️⭐️

“Suggest a better title” button (AI-assisted) when creating a new topic (better summaries + findability)Open

ProblemA lot of questions get posted with very vague titles (e.g., “Question about X”, “Integration issue”), while the real details are buried in the body.This creates a few downstream issues:Poor findability inside Community search and category pages (hard to scan lists of posts). More duplicate questions, because existing threads don’t look relevant at a glance. Weaker SEO / GEO (search engines + AI discovery tools have less signal about what the thread actually answers). this point is being more and more problematic.Proposed solutionWhen an end user creates a new topic, allow Gainsight CC to suggest a better title using AI summarization based on the post body.UX suggestions (I’ll leave this to the UX professionals, but here is an idea to kick it off)At the end of the text box: Button: Suggest a better titleMicrocopy: “Generate a clear, specific title from your question.”Provide 2–3 title options (not just one) User can still edit the title after accepting the suggestion, before posting, so the user stays in control.Thoughts?

Forum|Forum|8 days ago

dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️

CC's Gainsight AI needs the same feature-level toggles as Gainsight CS's AIReleased

What the subject line says -- CC admins need the ability to control which Gainsight AI features we want to roll out, not an all or nothing toggle. It looks like there are now a couple different toggles in the sandbox (vs. our production environment), but nothing near as granular as what’s available in CS.Our use case: Our security team has to review all new AI features before we enable them. While they’ve approved everything available now in production, they have not yet approved the new “Search Summary” feature that shows up in our sandbox environment.As a CS user starting a CC migration, this is yet another case I’ve found of a lack of #productparity between these different Gainsight platforms.@Kenneth R, @revathimenon, I’d love to get some eyes on this!Gainsight CS settingsGainsight CC settings (production)Gainsight CC settings (sandbox)

Forum|Forum|8 days ago

heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

Dynamic JO - Allow Evaluate After Email SendNew Idea

Currently, I’m unable to add an Evaluate step after an Email in Dynamic JO unless I choose a condition (Opened/Not Opened, Responded/Not Responded, etc), but there’s not an option to add it i I just want to continue as long as the email is sent. Here’s my use case: I have a program that sends an email upon a CTA reaching a specific status, and then, I want it to send another email a day later ONLY if the CTA is still in that status. Since participants aren’t evaluated again automatically after entry, I was attempting to build an Evaluate step prior to the next email using a Calculated Field to check that status again. However, that appears to not be possible. I also tried to add a Dellay, and then, an Evaluate, but that is also not possible. What I would up doing is choosing Open/Not Opened, and then, adding the Evaluate to both branches and sending the same email regardless. That seems unnecessary and makes the program more complicated than it needs to be. This is another example of how we’ve lost functionality from Advanced JO.

Forum|Forum|8 days ago

sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

Allow Summary page in C360 to be used more than onceNew Idea

Summary page types in C360 are super powerful as you can combine reports, attributes, widgets all in one place. However, they very quickly get overwhelming because they are the ONLY page type that allows for this type of configuration.Today, we are limited to adding a Summary page type once. When you already have one, you cannot add another. This request is to allow more than one Summary page to be added to a C360 layout.

Forum|Forum|8 days ago

HollySimmonsHelper ⭐️

"Retry Failures" option on Connector JobsNew Idea

When we get a partial failure on a connector job, usually because of a picklist mismatch I would like the option to just sync the records which failed. Currently I have to re-sync all items to ensure they end up coming over which is over-the-top when we have 100’s thousands of records and just a handful of failures. Screenshot example, we had 1 failure which I fixed. I then ran all records and got a further 3 fails, which again I fixed. I now have to re-run all records again just to get those 3 over. It may be a while between a fail and me fixing, which means the “re-sync since last succesful” wouldn’t pick them up as the modified date in SF is too long ago.

Forum|Forum|8 days ago

rsayedGainsight Employee ⭐️

Reporting Capabilities Request – Stakeholders & Team Stats Data IntegrationNew Idea

A JAGGAER Customer has the following question regarding reporting capabilities in Staircase:Is the data displayed in the Stakeholders section/Heatmap, as well as the Network and Radar tabs, also available in the reporting section? Specifically, the customer wants to create a report with two data points for each account:Closest JAGGAER relationship — the JAGGAER employee with the strongest connection to the account Best customer relationship — the customer contact with the strongest relationship on our side. If not, could you offer alternative solution for this request?Currently, Staircase AI offers two separate report types: Stakeholders (focused on customer representatives) and Team Stats (focused on JAGGAER representatives). However, there is no option to combine these two data sets. The Team Stats report type provides overall counts for emails, chats, and meetings with sentiment analysis, but only at the aggregate level for each JAGGAER representative/account owner without a breakdown per account.Could you please Help us:If it is possible to access backend data from the Stakeholder tab or Heatmap sub-tab for reporting purposes? Whether there are plans to make such data available in the reporting section, allowing for combination of Stakeholder and Team Stats data or breakdowns per account?This has highlighted that combining these data points would bring significant value to their reporting.@bradybluhm

Forum|Forum|9 days ago

spencer_engelExpert ⭐️

Allow more flexibility in "Load to People" ActionNew Idea

I’m running into all sorts of issues with our Company Person data because of Gainsight’s strictness re: the Load to People action. Any other standard or custom object you load to in Gainsight allows you to choose your identifiers at will, which is great because sometimes you need that flexibility. However, with Load to People, you must first define your identifier in Administration > People, which is set to “email” as default and until fairly recently was the only identifier you could pick (yuck). Now that we can change the identifier though, I changed ours a few months back from email to External ID. However, I’m realizing that my predecessor did not even map External ID for some of our Company Person records, so I’m trying to go back and either backfill the External IDs or mark them for deletion, whichever is appropriate. Instead of just being able to change my identifier to “Email” for this one rule, I must go to Administration > People and add “Email” to the match criteria. This is convoluted, but it’s ultimately ok because the rule does let me uncheck “External ID” as an identifier and only choose “Email,” which is necessary in this case because, again, the records I’m dealing with have no External ID and therefore that’s a useless identifier for my use case. The real problem is that for some reason when I set this match criteria, it updates all my other Load to People rules and my SFDC connector job to include Email as a second identifier. Why?? So now I’m resorted to doing one of the following once I add Email as a second identifier for this cleanup process: Quickly go in to each Load to People rule and change all the identifiers back to just “External ID” and not Email, or Make sure I run this process during a time when none of my other Load to People jobs nor my SFDC connector job is running, then go back to Administration > People and undo “Email” as a second identifier.This all seems so overly engineered. I understand this was probably designed to help sort of protect admins/ops professionals from themselves re: Contact/Person data, but in reality it’s quite restrictive and simply does not jive with how any other “load to object” action works, including, ironically “Load to SFDC Contact.”

Forum|Forum|9 days ago

DBCContributor ⭐️

Alternating Colors for Rows in CockpitNew Idea

When viewing dense lists of CTAs in Cockpit—especially during high-volume workflows where many CTAs share the same Type, Status, and Priority—it can be difficult to visually scan and differentiate individual rows. I’d love to request a user-level toggle to enable alternating background row colors ("zebra striping") in the Cockpit view. While conditional color coding for statuses and priorities is helpful, having a subtle, structural row contrast would significantly improve UI readability, reduce eye strain, and prevent misclicks when working through long lists of identical types.

Forum|Forum|11 days ago

LauridsPContributor ⭐️⭐️

Allow multiple contributors for KB articlesNew Idea

Hello,I’d like to suggest adding a functionality to allow crediting multiple contributors for a KB article. We often have people collaborating on articles, and it would be ideal if they could all be credited as authors.

Forum|Forum|12 days ago

KgastaldoHelper ⭐️⭐️⭐️

Widget for Questions with No RepliesReleased

I’d love a widget that pulled all the topics with no replies. We encourage our community of customers, partners, and employees to answer questions - but there’s no real way to say “hey, here are some questions that could use your advice.” It’d be nice if there was a widget that did this.Or if we could tweak the “help others” option to be for posts with no replies, rather than no replies marked as best answer.

Forum|Forum|12 days ago

angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

Set Score Uses color range mid-point even when a numeric value is providedNew Idea

See ticket: 502640. I created a rule to populate a specific value in our scorecard, but Gainsight is changing that to a different number which is the mid-point of that color range’s value. This is unnecessary, inaccurate, and annoying.

Forum|Forum|12 days ago

SiemensLBContributor ⭐️

Enhanced Moderation Compliance Framework for DSA and Regulatory AuditsOpen

Organizations operating public online communities increasingly need to demonstrate that moderation actions are applied consistently, transparently, and in alignment with their community Terms & Conditions and applicable regulations such as the EU Digital Services Act (DSA). Gainsight Community already provides several moderation and governance capabilities that help organizations manage content and maintain records of moderation activities. As regulatory expectations continue to evolve, an opportunity exists to further enhance these capabilities by providing a more structured framework for documenting, communicating, and reporting moderation decisions.Potential enhancements could include:Capturing standardized reason codes for moderation actions. Associating moderation actions with relevant Terms & Conditions or policy provisions. Automatically notify the affected user of the moderation decision and rationale. Maintaining a consolidated audit trail of moderation actions, notifications, and supporting details. Delivering reporting capabilities that help organizations demonstrate compliance during internal reviews or external audits.This would help community managers improve transparency, consistency, and audit readiness while leveraging existing moderation workflows.Proposed EnhancementIntroduce a moderation compliance and audit famework that requires moderators to select a standardized reason code whenever content is moderated and automatically logs all moderation actions.Key capabilities should include:Configurable moderation reason codes (Spam, Harassment, Privacy Violation, Illegal Content, Copyright Infringement, Off Topic, Duplicate Content, etc.). Optional free-text moderator notes. Mapping of each reason code to specific Community Terms & Conditions clauses. Automated user notifications explaining: What action was taken. Why the action was taken. Which policy or Terms & Conditions provision was violated. Information about the appeal process. Retention of moderation history and notification records for audit purposes. Reporting and export capabilities showing: Moderation actions performed. Reason codes used. Moderator responsible. Date/time of action. User notifications sent. Appeals submitted and outcomes. Business ValueThis enhancement would help customers:Demonstrate compliance with DSA transparency and notice requirements. Reduce legal and compliance risk. Maintain a defensible audit trail of moderation decisions. Improve consistency across moderator teams. Increase transparency and trust with community users. Support internal governance and regulatory reviews.

Forum|Forum|12 days ago

anirbanduttaExpert ⭐️

Make Custom Pages SearchableOpen

Custom pages are islands by themselves, need to be featured from either the homepage widget or a content.It would help to make them Searchable for keywords that match their Title and Description so if I’m interested around “Community Management”, Search is my go-to…That Search box helps me not worry about how Navigation is designed but return:Content, Events, Ideas, Custom Pages on the Subject and People (why not)?

Forum|Forum|12 days ago

anwesha.karmakarContributor ⭐️

Idea: Allow Manual Selection of Primary Company for Sponsor TrackingNew Idea

ProblemWhen a tracked sponsor holds multiple concurrent positions (e.g., a board seat or advisory role at one company while employed full-time at another), Sponsor Tracking automatically designates latest/current positions as "primary." If the sponsor leaves the non-primary company, that departure is not surfaced or flagged — even though it may be the position most relevant to our relationship with them. ExampleWe had a case where a tracked sponsor's profile showed two concurrent positions. Sponsor Tracking treated the latest company as primary and the other as secondary. When the sponsor left the secondary company, no update appeared in Sponsor Tracking, even though this was the departure we actually needed visibility into (since it was related to the customer). LinkedIn showed the change, but Gainsight did not surface it. Current Behaviour confirmed with Gainsight Support/ProductWhen tracking starts, Sponsor Tracking automatically selects the sponsor's latest/current position as the "primary" company. If a sponsor has multiple concurrent positions, only the primary one is monitored for changes. Departures from a non-primary (concurrent) position are not captured or surfaced. There is currently no way to manually select which company should be treated as primary for tracking purposes.CSMs rely on Sponsor Tracking to catch champion/sponsor departures before they impact renewals or expansion. When a sponsor holds concurrent roles, the system's automatic choice of "primary" company may not match the company that actually matters for our relationship — meaning a critical departure can go completely unnoticed until it's too late to react. Suggested EnhancementAllow users to manually designate or override which company is treated as the "primary" tracked position for a sponsor, particularly in cases where a profile shows multiple concurrent positions. This would let CSMs ensure the correct relationship is monitored, regardless of how the sponsor's profile is ordered externally.Curious whether other Gainsight admins have seen sponsor departures go unflagged because of concurrent positions on a profile. If you've hit this too, please upvote and share your example below. It will help Product team gauge how widespread this gap is.

Forum|Forum|12 days ago

ajprinceContributor ⭐️⭐️⭐️⭐️

Ability to natively embed Staircase reports into Gainsight DashboardsNew Idea

As an admin, I’d like the ability to natively embed Staircase reports into Gainsight dashboards. I don’t like that we have to create separate dashboards in two Gainsight tools, or direct users to go to two separate places, to solve the same user need.This is primarily focused around CSM & Manager’s Dashboards, but can be used for other use cases.Here are a few use cases:Including Team Stats report for Managers Add Churn Risk event reports into both Manager’s and CSM dashboards Highlight positive sentiment signals to managers Adding Risk & Expansion analysis reports for both Managers and CSMs Adding Churn Analysis into Executive Dashboards Including Missing Contacts, Data Sync, and System stats into Admin dashboard

Forum|Forum|12 days ago

johje69Contributor ⭐️⭐️

Reports - duplicate and editNew Idea

For the Staircase AI Executive Dashboard there is an option to duplicate and then edit and save as your own. I don't see this option in Saved Reports. You have to set each report individually. I don't see a way to copy and edit something already set up which would save so much time. For example, if I am a team leader setting up a report specific to certain individuals I have to go in and create a new report for each team member. There is no way to copy or duplicate a current report and edit then resave that I see. Is this available to update as a feature on a futre enhancement?

Forum|Forum|12 days ago

bradleyExpert ⭐️

Staircase: Topics Should be Insight/EventableNew Idea

I’m not fully sure how this would work, but here’s the general premise:You can set up custom topics to trawl for in communications in Staircase, which is great. You get topic breakdown reports, see which accounts are mentioning it, etc.However, unless it’s also tied to something like a churn risk or negative message type of insight, you can’t create alerts off of them, nor are they reportable in CS.Ultimately, here is what we would like to be able to do:Have these signals more visible in CS Be able to fire alerts on topics (e.g., when a competitor is mentioned) Be able to configure when to fire a CTA in CS when certain topics appear under certain conditions in CS. For numbers 2 and 3, ideally, you’d also have some of the context aka evidence (link of the comm + snippet) so you don’t have to hunt down the origin.I use competitor mentions as an example, but it obviously wouldn’t be limited to just that. And while understanding the context of when to send these alerts might be a bit of a challenge for an org, having the capability would be valuable.For example, if you’re in the middle of a renewal period, and your customer is dropping mentions of competitors in emails/calls, that could signal a problem.Today, you have to rely on the topic reports, or topic section of an account page, which is fine, but it’s not a proactive alert, it’s passively there.

Forum|Forum|12 days ago

gunjanmExpert ⭐️

Staircase Topics by ARRNew Idea

My SVP CS would like to review impact of Topics at an ARR level. I can obviously get to this at an individual account level, but that’s not quite what he wants. He’s looking to review certain topics and what amount of ARR they are related to. I don’t see a way to do this today within Staircase, though I can probably accomplish it in Claude I imagine (and have not tried).

Forum|Forum|12 days ago

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