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    Idea Pipeline

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    6164 Ideas

    rho_ran_experian
    rho_ran_experianContributor ⭐️⭐️⭐️⭐️⭐️

    Ability to sync to SFDC Activities to Timeline Activities associated with specific objects in GainsightNew Idea

    We need to be able to associate activities and tasks from accounts in Salesforce that are Relationship records in Gainsight.   Since we have been using Salesforce for years, there is a lot of activity history that is not flowing into Gainsight, because we can only push Salesforce activities associated with Company records.  The lack of activity records is negatively affecting our Engagement scorecards and the overall view of our clients.

    5
    ChiragJ
    Forum|Forum|1 year ago
    apopContributor ⭐️

    Order Report - filter by course(s) nameNew Idea

    In the order report, I am trying to see free comp codes that registered for some paid training. The only way to do this is through the order report, and registrations. Because I can’t filter by courses, I have to pull it all, download, extract all the other courses and delete them out.

    0
    Forum|Forum|1 year ago
    apopContributor ⭐️

    Status Field in Enrollment ReportsNew Idea

    Have a status field if someone is “in progress” “completed” or “expired” if a certification has expired. Otherwise, the report shows say 100 people are “completed” but 75 of the learners certifications have expired so are they really “completed”?

    0
    Forum|Forum|1 year ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Log FROM / TO / CC fields from emails into FROM / TO / CC timeline fields - Gainsight Assist and whatever comes next!New Idea

    Hi allWe have (all have) the challenge of not being able to tell if an email was inbound or outbound when we log it to timeline (via Gainsight Assist or BCC to Timeline). We’re deep into the development of an engagement score and we cannot consider that an email on its own is a meaningful touch, especially as we cannot tell - without looking at it - if it’s inbound or outbound. And populating internal and external attendees isn’t helpful in that sense. It’s be great if Gainsight Assist would support logging persons/users in the following fields:FROM: TO:  CC:In parallel to internal / external to reflect exactly the reality of the email that was sent or received. Or any other approach that would allow us to tell WHERE the external attendees are (from or to/CC)? After all, not trying to solution this.  This also applies outside of Gainsight Assist, to any feature which would allow auto-logging emails to Timeline ​@ChiragJ : Automatically Log All Emails to Timeline | Gainsight CommunityWe really need to be able to differentiate inbound from outbound, and manually setting a boolean or similar for this would be yet another 30 seconds or so for each email which isn’t sustainable. 

    5
    alizee
    Forum|Forum|1 year ago
    alex.maks
    alex.maksContributor ⭐️⭐️⭐️

    Events: Draft / Disable / EnableReleased

    I saw a few other posts related to this for articles and such, but couldn’t find any for events.I see the option to save drafts or mark enabled / disabled for articles. However, this function is missing for events. Currently, the only way to remove any event is to completely delete it. I want to be able to disable events in case I need to make updates or temporarily hide.Similarly, draft mode would help with efficiencies in managing event setup.

    12
    danielwal_coco
    Forum|Forum|1 year ago
    HollySimmons
    HollySimmonsHelper ⭐️

    Allow Linked Actions in Rules EngineNew Idea

    Not sure how best to title this. Basically what I’m looking for is to be able to use the results of the first action in a rule to do a follow-up action. Some examples would be linking back records that have been created as part of a rule to the original record which created the action. For example lets say we use a LVO entry to trigger a CTA creation, during the first rule I can specify the GSID of LVO that triggered the CTA to be logged to the CTA. But I also want to write to the LVO record the GSID of the CTA that was created. This allows us to do reporting both ways. Currently we have to do a secondary rule which fetches the items created in the first rule, but this can lead to issues with timings if things don’t line-up perfectly (plus general rule bloat). 

    0
    HollySimmons
    Forum|Forum|1 year ago
    jvdc
    jvdcExpert ⭐️

    Federated Search: New field for misc dataNew Idea

    We are looking for ways to improve the information and structure provided by federated search results for external sources, and one thing we would like to appear is more information about the location of the external content by adding a breadcrumb. Here is an example of what it could look like:Breadcrumb below the page title I don't see this field as a “breadcrumb” only field, it could just be “misc data” that anyone can fill in with any extra data they would like to add in there. But in our case we would use it to inject the breadcrumb/location of the article/page. What do you think?

    0
    jvdc
    Forum|Forum|1 year ago
    darkknight
    darkknightExpert ⭐️

    Limit Timeline options within each feature/functionDiscovery

    Users are getting confused with all the various areas they can log Timeline entries.Admins should be able to limit the Timeline types by functional area, so that only the types that are applicable to the particular function are selectable.For example, if I have a manual Scorecard measure, I only really don’t need all my Timeline activity types to be available there - I only need one: Update.Also, for a specific CTA type, I may want only a specific Timeline type to be selected.Make it easier for admins to make it easier for end users to know when/where to log a specific Timeline activity type. 

    17
    ChiragJ
    Forum|Forum|1 year ago
    manda.edmonds
    manda.edmondsContributor ⭐️⭐️⭐️⭐️

    Improve Timeline Email ReportingDevelopment

    As an admin, I want to be able to analyze emails logged in Gainsight to determine which are inbound and which are outbound. Example:In looking at engagement, is the email TO or FROM the CSM?In order to do this, it would be create to either have a directional field that indicates or a to and from field directly in the object.

    6
    ChiragJ
    Forum|Forum|1 year ago
    manda.edmonds
    manda.edmondsContributor ⭐️⭐️⭐️⭐️

    Timeline activity date should exactly match sent time for email logs V2New Idea

    In order to be able to analyze items, either: Email logs V2 should be connected with timeline via a look-up AND/OR Email logs V2 sent time should be exactly the same as the activity timeline activity dateThere is a disconnect that prevents merge and analyze on their fields

    0
    manda.edmonds
    Forum|Forum|1 year ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Allow customization of fields on user profile page (CS)New Idea

    We are the lucky beneficiaries of a user profile that can’t be customized. Non-admin users can see a set of fields in their profile. A set of fields determined by Gainsight. And that’s it. Admins can’t customize anything.I’d already flagged this in an older request that was archived: To workaround this, I thought I’d use an in-line edit report so CSMs could set an absent flag in their profile but also the languages they speak and support (the latter being my current use case). After all, in-line reporting is newer than my last attempt to customize profiles. But of course, the user object is not eligible for in line edit. So what do I get suggested by Gainsight? Create a custom object, create a report on that object, enable it for in-line edit AND sync updates to the user object with a rule. That’s a third-degree workaround for something that’s quite basic. Updating one’s profile. Oneself.   THE ASK :Let admins decide what custom fields to display on user profiles so they can maintain those fields themselves.  

    9
    alizee
    Forum|Forum|1 year ago
    gunjanm
    gunjanmExpert ⭐️

    Inbound Email User ManagementParked

    I am sure I’m not the only one rather annoyed by the fact that Inbound Email users, I.e. those who are able to use the BCC to Timeline function, are a) managed in an entirely separate section rather than right within User Management, and b) cannot be added by a CSV or at least selecting multiple users.  It would be amazing if this were just an easy “checkbox” within User Management.   

    20
    alizee
    Forum|Forum|1 year ago
    wyattfarino_HHContributor ⭐️

    Update Dashboard NavigationNew Idea

    It would be immensely helpful for you all to update the dashboard navigation. For as long as I can remember, all users switch between dashboards by searching in a tiny dropdown list at the top left-hand corner of the dashboards page. For example, it would be awesome to instead utilize an admin-configurable nav bar that pops out from the left-hand side of the existing nav bar. Something that’s more robust, allows for folders or other groupings and better highlights the descriptions so my CSMs can easily find the dashboard they need.

    0
    Forum|Forum|1 year ago
    Ravindrach
    RavindrachContributor ⭐️⭐️⭐️

    Success Plan List View - Custom Field - New ColumnOpen

    Hi Team,The customer is looking to add the created date and closed date on the Success Plans View so that their CSM's can view it. Currently, we have only limited fields in the add columns section.Can we add created date and closed date to the view?

    12
    spencer_engel
    Forum|Forum|1 year ago
    Gainsight Employee ⭐️
    msreddyGainsight Employee ⭐️

    Staircase Feature Request - Auto Translate email communication to AI preffered LanguageNew Idea

    Currently, the meeting summaries will be converted into the preferred language set in the AI preferences. However, all other communications will remain in the original language used in the emails.It would be great if all other communications were converted as per the AI's preferred language. 

    0
    Gainsight Employee ⭐️
    Forum|Forum|1 year ago
    FMEEvangelist
    FMEEvangelistHelper ⭐️⭐️

    Consistently return JSON for API responsesNew Idea

    I’ve noticed that the Gainsight API returns JSON responses for 500 errors, but for 400, 402, and 404, it returns plain text. For example: 500 (Unexpected Error) returns:{"message": "Internal Server Error"}But a 404 (Not Found) error might return something like:The requested URL /user/email/abc%xyz.com was not found. Is there a particular reason why a 404 message couldn’t return:{"message": "The requested URL /user/email/abc%xyz.com was not found."} In short: it would be way easier to handle API responses if they were consistent in their format and structure.Everything should be JSON. All errors should have a “message” key All successful responses should have a ‘response” key...or something similar.

    0
    FMEEvangelist
    Forum|Forum|1 year ago
    eku_malcolm
    eku_malcolmContributor ⭐️⭐️

    Further Improvements to Gong/Gainsight integrationOpen

    I have a number of suggestions for the Gong integration with Gainsight, many of which were communicated as part of the beta. However to my understanding, it seems that there is no designated roadmap for this integration so I wanted to outline some of the suggestions here.One of the greatest challenges for our CSMs is that we're asking them to work in multiple systems constantly so any work that we can do to bring those systems together is greatly appreciated.Call Titles (and additional information) re-syncing into Gainsight: We would like to make it possible to have the title of the Gong calls re-sync into Gainsight on a regular basis. One of our best practices is changing the name of the call title in Gong to reflect the topic discussed (SPR/Renewal, etc.) so that we can report effectively. If however, we make the change after the call syncs into Gainsight, the new call title isn't making its way into Gainsight. That is definitely something that we would like to see added in future versions as it is a significant reporting gap if Gainsight is not accurately reflecting Gong. Ideally we'd want to see that sync updating on a regular basis (Daily?) as there are other details about the call that might change (For example, if we add a new tracker on the Gong side). I think if the sync was set up to "Upsert" meaning that if the data changes, then update, if it doesn't, then don't update. For us personally, our mandate is that by the end of a week, the CSM has to go back and update their call title, however I would expect that it generally happens within 1 or 2 days for most CSM's.  Bring additional information into Gainsight from Gong call: The request is to have the Action Items and Questions as identified in Gong's AI to flow through to the Gong call recording in Gainsight in the same way that the Trackers do. Our CSM's are finding a great deal of time is being spent going back and forth between the two platforms and ideally would like to see any adjustments made that allow them to spend more time in one system.  I love that you can access the Gong call simply by clicking the "View in Gong.io" link, but one of the most valuable aspects of the Gong call is the transcript. Is there a way that you can include it in the Timeline as well? Ideally there would be some sort of modal window that pops up when you click on a transcript button so that you don't have to go to a completely new window just to read the transcript? Extending 15 minute window to merge Gong record and Gainsight Timeline entry: It would be amazing if the 15 minute window was extended for merges to occur. Most of our CSM's are documenting their notes at a set time each day (for example, the last hour of the day) or depending on their schedule, potentially the next day. As a result, most of their activity isn't being merged because it is outside the 15 minute window. I understand that the merge function needs to be attributed to a single date, so ideally it would be amazing if any activity (Calls, Meetings, Emails, etc) was merged with the Gong call as long as the date is the same. That way we can coach our CSM's to ensure they have notes on the same day as their call but it will merge together minimizing the work needed. Gainsight/Gong apps for Zoom: It's great that both Gainsight/Gong have individual apps within Zoom, however it forces the CSM to choose which app they prefer to record notes, access the Timeline, etc. What would be ideal is if there was a way to bridge the Gainsight/Gong apps within Zoom so that you can get the functionality available with both apps.   External Attendees mapping to Contact/Company Person records within Gainsight: It would be great to see that the external attendees mapped in the Gong calls are then mapped to the company person record, so that we could then see the historical tracking on a contact record.  Templates to use in the Gong call entry in the timeline: We have spent a significant amount of time building templates and specific fields for our CSMs to use when inputting their meeting notes into Gainsight. Is there a way that you can add/build templates into the Gong call as it displays in Timeline rather than just editing the notes? Further to this point, is it possible to further customize the fields in the Gong call entry in Timeline? (For example, engagement type and type for us would be very important). Public Comments in Gong syncing into Gainsight: It would be valuable for any public comments that are on the Gong Call, they should sync into the Timeline entry in Gainsight. However, you would want to make it clearly identifiable which comments are applicable as there is the Gainsight comments field on each entry as well. Ability to edit Gong entry once it’s been synced in: From what I'm seeing, there is no way to edit the Gong entry in Gainsight, so if a) the information is incorrect or b) if you want to associate to a specific record, there is no functionality to do that). Historical Sync of all Gong calls: There should be a way to run a one-time sync to pull all of the calls that have been conducted in Gong into Gainsight? For companies that have been using Gainsight/Gong for a significant amount of time, it would be a shame not to back-fill the outstanding data and bridge the gap with historical events.  Activity Date: It should be more clear (perhaps with a tool tip) which date the Activity date pertains to. Does it pertain to the time that the call was initialized or does it apply to when it was processed in Gong? Or is it when it was synced to Gainsight? Emails from Gong into Gainsight: One of the biggest benefits of Gong is that it automatically syncs all of the emails that we send to a client (as Gong pulls on the integration with Google directly). There is a huge limitation with using Gainsight Assist as it requires manual intervention by the CSM which means that it is a point of failure or at the very least a subjective decision by the CSM. We are part of a beta with Gong and SFDC to pull all emails directly into SFDC as tasks, which we will then set up independent rules for. We would however would like this to be part of the Gong integration so that the additional steps through SFDC aren’t necessary. 

    21
    ChiragJ
    Forum|Forum|1 year ago
    jvdc
    jvdcExpert ⭐️

    Option to mark public tags as mandatory when posting ideasCurrent Behaviour

    Like it is the case for Questions and Conversations, it would be great if Ideas could also have this setting.

    6
    Forum|Forum|1 year ago
    danielwal_coco
    danielwal_cocoContributor ⭐️⭐️⭐️⭐️

    When filtering articles in Control, add "Last Edit Date" as a fieldReleased

    The field should be an advanced date field selector with something like this:  

    8
    Forum|Forum|1 year ago
    cbreshearsContributor ⭐️⭐️

    Add content link to webhooksNew Idea

    When webhooks are fired for content you get the ID for the content but no link to the content.When you want to make use of this data, you then need to make an API call to pull the seoCommunityUrl for the ID.  I am guessing most people using webhooks would want this information and adding to the webhook data would save that API step.  I might be missing the “why” it is done this way, but seems strange it’s not included.

    0
    Forum|Forum|1 year ago
    wyattfarino_HHContributor ⭐️

    Why is Gainsight Home separate from Dashboards?New Idea

    Would you please allow me to configure my dashboards with the Timeline, Calendar, Customer, People and Actions widgets that are only availabe under the Gainsight Home feature? That way we can just sunset the Gainsight Home feature and our Dashboards will become a lot more actionable and useful! 

    0
    Forum|Forum|1 year ago
    kelly
    kellyHelper ⭐️⭐️⭐️

    Dynamic Program Email Variant FilteringNew Idea

    Adding to the pile of posts about the lack of parity between old JO and Dynamic JO programs, you should be able to have email templates with variants without filters in a program.There are several scenarios where a template may be used across multiple programs that do not have a need for the same variants. Old JO required any tokens be mapped even if it wasn’t an actively filtered variant (which was also silly), but at least it didn’t require a filter. In Dynamic - you have to apply a filter for every variant even if the variant doesn’t have anything to match to in that program. 

    2
    dayn.johnson
    Forum|Forum|1 year ago
    bradybluhm
    bradybluhmGainsight Employee ⭐️⭐️

    Cockpit Inbox - Task management improvementsNew Idea

    Story: As a CSM / CS Leader, I want Gainsight to be the single place that I can manage all of my to:do’s and tasks to be successful at my job. Context: Currently in GS, CTAs and Tasks can only be created when they are tied to a customer/com-pany, but in our jobs there are other responsibilities and work that I need to perform that are not necessarily tied to a customer. This forces us to use other To:Do or Project Management tools outside of Gainsight, causing any CTAs or Tasks in the system to be isolated from all the other work that we do and does not allow effective prioritize of all work that needs to be done.  Solution: Enhance Cockpit to include an “Inbox” that can house CTAs and Tasks without needing to assign them to a Company.It could function as a space to ‘brain dump’ my to-do list and quickly add items that need to be taken care of. It could allow CS Leaders or Ops teams to push out to:do items for their CS teammates as Inbox Tasks; including internal, company tasks (ie. Self Review, expense deadlines, internal project tasks, etc. It could take the place of the “To:Do CTAs” that are created from Timeline Tasks (which is currently clunky and not user-friendly) if each Company’s Cockpit also has an “Inbox” where Tasks can be housed without being housed within a CTA. In this case, a CSMs General Cockpit Inbox should have views that include their Customer’s inbox and/or their Personal Inbox (internal tasks)  Requirements:Inbox Tasks/CTAs will not need to be assigned to a Company… they can float as assigned to a CSM/User without any other association Inbox Tasks can be moved from a CSMs Inbox to: A specific Company’s Inbox (assigned to a Company) A specific CTA, either in the Inbox or within a Company Cockpit (ie. if a task will take more time to accomplish than initially expected, I would move that task into the larger scope of a Call-to-Action) The General Inbox should be able to house both Tasks and CTAs; A Company’s Inbox would only need to house Tasks, as CTAs can already live in their Cockpit find. CS Leaders should have the ability to create and assign tasks to their CS team members, either individually, or in bulk.

    1
    mobrien14
    Forum|Forum|1 year ago
    clingley
    clingleyContributor ⭐️⭐️⭐️

    Ability to move a Segment to a different folderNew Idea

    In Segments, I cloned a Segment but want to have it live in a different folder which I am unable to do. When Cloning a segment, please either give the option to select what folder it will live in or add the ability to move a Segment to a different folder after it is created. 

    0
    clingley
    Forum|Forum|1 year ago
    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Ability to test notificationsNew Idea

    Working on setting up some Slack notifications based on DMing account team members, so it would be great to be able to test those out in some way.

    0
    heather_hansen
    Forum|Forum|1 year ago

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