Product Ideas | Gainsight Community

6163 Ideas

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

Export to CSV option for Show by Account view of NPS MetricsNew Idea

This exists for the Overview and User-based views, but not for the Account-based view within the standard NPS survey performance analytics available. Use case: I want to export the aggregated NPS score and analyze and/or visualize it.

Forum|Forum|11 months ago

jenlproHelper ⭐️

Improve Company Person Lookup FieldsNew Idea

As it stands today, when creating a lookup field to the Company Person object, you can only search and resolve to the GSID of the Company Person record. Instead, it is advised you use the Person object - but with Person records not having a Company-level relationship, this means that even from a C360, users searching by the Person’s Name will possibly see Person records from ANY company.Request: Allow Company Person lookup fields to resolve to Person → Email or Person → Name for ease of search/use on C360Use case: We are building a Customer Reference database in Gainsight. On the C360, we will have reports from a low-volume custom object, allowing CSMs to add new opted-in customer references. The database (object) will have lookups to Company and to Point of Contact (POC). We were hoping POC would be Company Person lookup via email or name - obviously, email and name are pulled from the Company Person → Person lookup, so I understand it’s a layer deeper, but if we could have Company Person records searched by email or name from the Person lookup on this object, it would ensure our CSMs are selecting the proper contact… and that as contacts are updated to Inactive, we can build in review processes. Because Company Person only resolves to the GSID, we cannot do this.

Forum|Forum|11 months ago

Chelsea.holfieldContributor ⭐️⭐️⭐️⭐️

AI Follow UpNew Idea

It would be great if when the “share via email” feature is used on any AI generated timeline entries it provided a “ready to send” email that could be edited by the author. This feature availability would close the loop on giving our CSMs full AI follow up support. This would be a great feature for any type of timeline entries but with the AI generated timeline entries it would have more guidelines to use to create the email.

Forum|Forum|11 months ago

angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

Custom Default Editability Setting for Salesforce-Sourced FieldsNew Idea

Fields displayed in Gainsight that are sourced and managed solely within Salesforce (SF) currently default to being editable.Administrators are required to manually change this to a read-only state for each individual field by utilizing the "gear icon" setting. This manual process is time-consuming and prone to human error, as it is very easy to overlook this configuration step.Areas Affected by Default Editability: Person and Relationship 360 pages. Call to Action (CTA) Company and Relationship objects. CTA linked objects (e.g., Opportunity, Case, other custom objects). (Note: The 360 Attributes section is correctly defaulted to read-only, establishing a desirable precedent.)Feature RequestWe propose introducing a new Custom Platform Setting that allows the Administrator to select the global default state for all Salesforce-synced fields across the platform: Read-Only or Editable.The existing gear icon toggle for individual fields should remain available to allow for field-specific exceptions, but the global default must be configurable to ensure data integrity from the start.Risks of Current Default-to-Editable StateThe current default poses two major risks to data integrity and user experience: Data Overwrite and User Frustration: A user may edit a field in Gainsight, believing they have made a permanent update. However, this change is immediately overwritten by the next sync from Salesforce (which is the system of record). This not only causes high user frustration but also results in inaccurate data being used in critical downstream processes, such as sending emails to an incorrect address or displaying an incorrect account status. Violation of Salesforce Configuration: A far more serious risk occurs with CTA linked objects. The current editable fields do not respect Salesforce's object configuration (such as validation rules, picklist dependencies, or data types). This allows users to select options or enter data that would ordinarily be disallowed within SF, potentially triggering incorrect automation flows or corrupting the master data in real-time.

Forum|Forum|11 months ago

kcsp

Enable Help Text for Success Plan FieldsNew Idea

Help Text already exists for Attributes, but would be good to have visible for Success Plan fields as well.

Forum|Forum|11 months ago

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

Show actual Engagement Labels with Label Name and Color on the Rows of Engagements.New Idea

Currently PX Engagement Labels are mostly a grouping mechanism in the Engagements Admin page. They technically “show” on the table rows of engagements, but only as a summary number of labels applied that you see only when hovering over the number. I find this to be mostly unhelpful and the overall utility to be deluded by a cumbersome UX. Even with an expanded Labels column, the label names do not show A better experience would be a visual representation of the label that uses the assigned color(s) and Label Name(s). This would provide a clearer visual indicator of what category it falls into within the engagement strategy. It also aligns more to common visual patterns for tables you see in Google Sheets and other project management tools. Example from Google Sheets Table

Forum|Forum|11 months ago

darkknightExpert ⭐️

Timeline: Allow selection of Relationship from CompanyNew Idea

When users create a Timeline Activity from the Global Timeline, they can choose a Company or Relationship.But when users create a Timeline Activity from the Company, they can only log it to the Company, not a Relationship.There are already too many places in Gainsight to log to Timeline and it confuses users. I don’t want to add yet ANOTHER Timeline at the Relationship level, especially bc we’re primarily using relationships for Product-level tracking. Please enable the ability to select a relationship from the Company-level Timeline. And NOT through Associated Records bc that’s a whole spiderweb we don’t want to deal with.

Forum|Forum|11 months ago

romihacheVIP ⭐️⭐️⭐️⭐️⭐️

Self-Service content management: we need a find and replace featureNew Idea

We recently launched our new Community and ran into a nightmare: having to find and replace the link of our old Knowledge Center in every single email template in Gainsight CS and realizing that there's no way to do either from the UI. Fortunately, support helped by pulling a list from of the impacted templates from the backend, but that solved half of the problem.We need a self-service bulk content management tool with a find-and-replace capability. And I don't mean it just for email templates and links, but across all products and content types like PX Engagements, CC KC articles, etc. Like an Object Analizer on steroids. Implementing this feature is essential for operational speed and content accuracy. It would empower users to instantly and accurately update critical information, such as stale Knowledge Center links or outdated product names during a rebranding without depending on inefficient backend support or manual, error-prone edits.

Forum|Forum|11 months ago

Elana CipinContributor ⭐️⭐️⭐️⭐️⭐️

Translation settings for emailReleased

Would love to see translation settings for email, similar to what we have for Survey Settings. There are template components that we need translated into other languages like:Date format (example: Junio 13, 2025 in Spanish, vs. June 13, 2025 in English) Unsubscribe footer

Forum|Forum|11 months ago

LinetContributor ⭐️⭐️⭐️

Ability for admins to modify File name of Success SanpshotNew Idea

when a CSM is on C360 and downloads a success snapshot, the file name is sometimes very long and an extra step has to be done so the file can be downloaded. It included the Snapshot name, account name and date. Users or Admins should be allowed to modify the file name so it will work right away.

Forum|Forum|11 months ago

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

Days Active or Total Visits as an option for Qualification Scope for Recurring EngagementsNew Idea

ContextNot all users are regularly active; some users may only be active a small amount of times over the course of a month/quarter/year. User StoryAs a PX admin, when I am creating recurring engagements…I want to set a minimum number of days active OR total visits in between occurrences…In order to vary the experience for regularly active users and less frequent users, and (most importantly) protect the experience of less frequent users. Sample Use CasesA prompt to {intermediate onboarding action} Join the community Complete a specific training course Complete the next level training course Feedback SurveysI may want regularly active users to have a recurrence of the engagement once a month or quarter. For example, if they haven’t completed that training and they’re regularly active, I may want to remind them again after 1-2 months. On the other hand, I do not want to inundate a user who is only active a few days in a quarter with too many engagements. And I don’t want to disqualify them altogether; they still should {complete action desired by the engagement}, but it’s just not as urgent a need given their activity level. With the ability to set X days active in addition to the time based Qualification Scope intervals, a user could be temporarily disqualified or delayed from the next recurrence. For example:New user sees the Join the Community engagement when first qualified User is active only about once every 7-10 days User session initializes >1 month after seeing Join the Community engagement Current State: User qualifies to see the engagement again; only 3 or 4 visits after last seeing it. Future State: User does not qualify based on Total Visits/Active Days (between occurrences) set at X (let’s say 10 total visits or days active) User continues to be active about once every 7-10 days Current State: User qualifies to see the engagement for the third time; only 7 or 8 total visits have passed across the 3 occurrences Future State: User does not qualify based on Total Visits/Active Days (between occurrences) set at X (let’s say 10 total visits or days active) User continues to be active about once every 7-10 days Current State: User qualifies to see the engagement for the fourth time; only 10-15 total visits have passed across the 4 occurrences Future State: User does qualify this time, as their total visits/active days (between occurrences) has met the criteria of X (10 for this example) In this scenario 3 months have passed and 10+ visits have happened in between the occurrences; a much better experience for sporadic users. RequirementThe qualification on visits/days active needs to be counted between occurrences, not the current cumulative total for the user all time. Why current options do not work Total visits is a cumulative number that will vary based on launch factors: When was PX implemented / data collection begin for that user? When is this engagement being launched in comparison to that user’s lifecycle Net new users may fit a total visits circumstance for the examples above, but what if you have thousands of active users you also want to engage? Feature usage rules are also cumulative and will vary based on similar launch factors: When was PX implemented? When was that feature defined/backfilled? Audience rules for Total visits and Feature usage do not allow time based options: Cannot do X Total Visits or X Feature clicks within {time frame} For all the reasons above, Segments is not an option for persona-based variance Cannot define Regularly Active vs Sporadic Users as segments and then set the engagement only for Regularly Active This approach also doesn’t work for the overall objective to prompt the user again later on, but just at an appropriate interval based on their volume of usage between engagements.

Forum|Forum|11 months ago

CzarateContributor ⭐️

Separate CSQLs from the Forecast viewNew Idea

Hello, It would be greate to separate CSQLs from the Forecast views. At this moment, we cannot edit the Leads fields freely without affecting its dependency in the Forecast view, they don’t share exactly the same fields. Therefore, we would like to have our users a clear view without many irrelevant fields. Regards,Carlos Z.

Forum|Forum|11 months ago

manda.edmondsContributor ⭐️⭐️⭐️⭐️

Gainsight Mass Send Email Feature Enable Thumbnail/PreviewNew Idea

It would be great if, like other systems (such as High Spot) a user was able to easily embed a thumbnail/preview (image with a link) into mass send emails.

Forum|Forum|11 months ago

Chelsea.holfieldContributor ⭐️⭐️⭐️⭐️

Ability to Add new fonts to Email templatesParked

It would be great if we had the ability to add additional fonts to the email template editor in Journey Orchestrator. Our company has updated our branding and would like to use specific fonts for contacting customers.

Forum|Forum|11 months ago

katie_bHelper ⭐️

Email Opt Out page to direct to 3rd party siteReleased

Please correct me if this is already available, but we currently have a big need to customize the email opt out settings...more than just editing opt out categories and reasons. With GDPR and many other policies becoming more strict on customer communications, our marketing team is currently revamping their practices to include an Email Preference Center that is housed on our company’s main website. They send all of their emails out of Marketo, so preferences are currently pushing there already. We want a consistent experience and to direct our customers to the same Email Preferences page whether they click unsubscribe from a Marketo email or one sent via Gainsight. If email preferences are all gathered in the same place, we can use our existing connectors to bring that info back into Gainsight and be able to filter our email sends according to our customer’s preferences.

Forum|Forum|11 months ago

katerina_nemcovaHelper ⭐️

Email Assist - emailing multiple accountsReleased

Hello Is there a way for our CSMs to use Email Assist to reach out to contacts across multiple accounts, without the need to create multiple CTAs - one per each account? For example - Linda looks after 25 low touch accounts and needs to follow up with the contacts from these accounts - the template is already created in Email Assist but currently she can email only one account at a time, rather than all her contacts. Any ideas other than using JO which we don’t want all CSMs to use? Our team just use their Outlook emails, and don’t even use the BCC to TL link as it requires a specific account to log the coms to, rather than logging it to multiple accounts. Thanks Katerina

Forum|Forum|11 months ago

darkknightExpert ⭐️

Goals: Allow customization of columns in "Associate CTAs" selection screenNew Idea

The “Associate CTAs” feature is nice, but lets make it easier for users to identify which CTAs to associate by allowing admins the ability to customize the selection screen.Right now, it only consists of “CTA Name, Due Date, Owner, Type and Status. But giving admins the ability to customize these columns for specific fields (both standard and/or custom, i..e Reason or Objective Category, Product or Feature, etc) that matter to their business would help make it easier for users to identify what CTAs to link.

Forum|Forum|11 months ago

meenal_shuklaGainsight Employee ⭐️⭐️

Scorecard criteria does not support lookup fields andNew Idea

Trying to assign scorecard based on a set of criteria (the CSM/Account owner field in the Company object), it is not available in the drop down list on the company object even though it is a field in the Company object. We can’t use lookup fields for criteria. Also, only the below listed data types can be used in “applies to” section String Number Picklist Boolean Can we have flexibility on having different fields in the criteria for Scorecards?

Forum|Forum|11 months ago

darkknightExpert ⭐️

C360: Include ability to disable Customer Journey widget customizationNew Idea

Another post likely going into the void, but here it is anyway.Give admins the ability to disable customization of the Customer Journey widget. For one thing, if people customize it, it can prevent users from seeing additions made later by the admin. But mainly, we want our users all looking at the same information so that everyone is on the same page. Also I’ve had users forget they made changes to Gainsight Home, then report problems only to find out they had customized it. Leave it up to your customers to decide where to allow customization and where not to. Gainsight shouldn’t assume we want our users customizing areas of the app like this.

Forum|Forum|11 months ago

Erik_Contributor ⭐️⭐️⭐️⭐️⭐️

Add the ability to clean-up moderation tags / autodelete unused tagsNew Idea

We use moderation tags to identify topics for various feedback loops. The tags are added to topics by our moderation team as they handle the topics. However, due to the lack of auto-complete (and zero traction for the idea for that), we have numerous misspelled versions of each tag. There is no way for us to do a clean-up of these misspelled versions and remove them. Even after changing the misspelled tag to the correct one, the misspelled version remains present in the filter list. And as such I keep having to check if it has been actually been given to a topic or is still just an empty remnant. You can have customer service clean out the unused tags, but it would be much easier if we can eitherclean-up tags ourselves make it so that unused tags get autodeleted

Forum|Forum|11 months ago

flowerkid21Contributor ⭐️

Add a built-in “Course Time” filter option for Catalog pagesNew Idea

TLDR: Add a built-in Course Time filter to Catalog pages so learners can quickly find content by length (e.g., short, medium, long), without admins needing to manually create and maintain custom tags.---Currently, Course Time can be set at the course level (under Course Settings), but it can’t be used as a filter within Catalog pages.It would be helpful to have a built-in “Course Time” filter option so learners can easily find content that fits the time they have available (e.g., under 10 minutes, 10–30 minutes, 30+ minutes).Right now, the only workaround is to manually create custom tags and add those as filters to the Catalog, which can be time-consuming to maintain—especially as new courses are added or existing ones are updated.Adding a native filter for Course Time would make it easier for both admins and learners to manage and navigate content efficiently.

Forum|Forum|11 months ago

dhuffman72Contributor ⭐️

Ability to customize CTA tasksNew Idea

Would love to have the ability to customize the CTA task layouts and assign these types to one or more CTA types.

Forum|Forum|11 months ago

angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

Copilot Key Definition - logicNew Idea

I had Copilot Key Definitions turned on, and using the data model, it does not seem to understand logic following an x and (y or z) format. I have tried so many different ways to get the output to match the description, and it still does not. It either displays all the logic as an OR, or all the logic as an AND even though the LOGIC and SUMMARY accurately read back my instructions. Writing a report only took about 2 minutes. If the co-pilot could read reports and use that logic to keep the data refreshed, it would be a huge help.Or if someone at Gainsight could train the Data Key Definitions on advanced logic?Not having these definitions will reduce the accuracy of responses.

Forum|Forum|11 months ago

waynedilworthContributor ⭐️⭐️⭐️⭐️⭐️

Timeline Activity: Associated Records - Call to Action - Search should include "New" CTAsNew Idea

We use Associated Records in Timeline Activities to connect activities to existing CTAs. Previously, we could only create associated timeline activities to CTAs if timeline activities were created from within the CTA. When searching CTAs to associate - only CTAs that are “Work In Progress” are available. CTAs in “New” Status do not show. I think including New CTAs would improve the user experience with this feature greatly. Possibly related - we only really use Timeline and CTAs at the Relationship level - although they do all show on the C360 Timeline and Cockpit as well.

Forum|Forum|11 months ago

jsiudzinski_uberContributor ⭐️⭐️

Report Builder Calculated fields after aggregation/group byNew Idea

Problem Statement: Calculated fields in report builder only perform calculations on a row level. Solution: Functionality is needed to do a calculation after an aggregation / group-by happens in the report. Workaround: For any metrics that needs to be calcuated by a different aggregation (CSM, Region, Sub Region, Country, and more) we will have to build individual data designers to show the correct number. This solution also prevents us from having drill downs that let you drill down into the company data within a certain data point. We will need to have one report for the aggregation and then a table next to it for the company row level data. This is not scalable.… Having this functionality would make calculated fields in report builder a complete game changer and limit the need for data designers to perform calculations like this Example data set

Forum|Forum|11 months ago

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