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    6164 Ideas

    saltamash
    saltamashHelper ⭐️⭐️

    Track Usage of Email TemplatesNew Idea

    Hi Team,Do we have any plans of tracking the usage of email templates that are used via Gmail/Outlook Plugin?It will be great to have some stats around the usage of these templates.Right now, as an admin I don’t have any visibility on how the templates are being utilised by the team (or even if they are being utilised or not).  

    16
    amasica1217
    Forum|Forum|1 year ago
    TylerVarsityTutorsContributor ⭐️

    Ability to remove fields from dropdownsNew Idea

    right now even if dropdown options are inactivated they are not removed from display on the company person object, I would like to be able to delete them so they do not display or at least not display inactive dropdown fields

    0
    Forum|Forum|1 year ago
    manda.edmonds
    manda.edmondsContributor ⭐️⭐️⭐️⭐️

    Back dating goal dataNew Idea

    It would be great if folks could back date “actual” data. Use Case:I am a CSM and I have a goal that is set with a customer.  The customer says I want to grow X amount per month starting two months ago.  It would be great if there was date control enabled. Further, what if I forgot to update for December and it is now January and I want to add in the data? Thanks!

    0
    manda.edmonds
    Forum|Forum|1 year ago
    Malena
    MalenaContributor ⭐️

    Skilljar: Make lesson independent of sourcesNew Idea

    Could lessons exist on the backend independent of a course? The goal would be I update the lesson in one place and the lesson is updated in all the courses that include that lesson.This was a feature available in the previous LMS I used. Recently, I learned lessons in a course I made were copied to other courses. Since I didn’t know the same lesson existed elsewhere, I only updated the one course I knew about. The other courses kept the old version.Lessons as a separate object may also be helpful from a permissions angle, if you possibly want an SME or reviewer access to a single lesson in a course.

    0
    Malena
    Forum|Forum|1 year ago
    freydrew
    freydrewContributor ⭐️⭐️⭐️⭐️

    Slack IntegrationParked

    It would be really nice to incorporate a Slack integration into inSided. Sometimes we struggle with internal adoption on our community via our employees. However, the company lives in Slack. If there's a way to bring the community into Slack, I feel that we'd see a big increase in employee engagement. For example) If there's a question on a specific product sub category, the PM of that product could subscribe to the slack channel (product xxx) and be notified when there are questions in the community. It would also be great to be able to submit your response via Slack that would then populate on the sub category as if it was a native response.

    5
    ryanne.perry
    Forum|Forum|1 year ago
    darkknight
    darkknightExpert ⭐️

    Enable SSL Link Tracking by default OR Provide clear best practicesNew Idea

    Background: I received reports of email participants complaining that the “links aren’t working” in emails sent from Journey Orchestrator. The links in the template (created by GS before I got here) were flagged for Link Tracking. These complaints have come in since we migrated to NXT (2 weeks ago), but I don’t know yet if that’s relevant or a coincidence.I learned through Support that we do not have SSL Link Tracking enabled for our tenant, which surprised me.  Why wouldn’t every tenant have this enabled?I’m not a marketing person nor am I a web security specialist, but it seems to me that if your hyperlink changes from https:// to http:// when Link Tracking is enabled on the link without having SSL enabled that would cause hyperlink issues for the majority of recipients whom I would expect would be security conscious and have robust firewalls that would be looking for such red flags.I did have one internal Gainsight person (whom I won’t identify) point me to this article as a reasoning case point for why its not enabled by default. TL;DR because survey links might be affected.Reading that article, though, (unless I’m misreading somehow) what I take away from it is:Gainsight thinks it's possible for us to go to each of our customers and tell them to add all those wildcard domains to their firewall (which is not possible, even though that doesn't apply to the situation I'm experiencing now) You can avoid the Survey link issue if you just follow Solution 2 (create a custom domain in Gainsight) for use with SurveysIf that’s the only reason SSL Link Tracking isn’t enabled by default, then I see no reason why SSL Link Tracking shouldn't be enabled by default.  Anyone know otherwise? I’m all ears.Bottom line, though, most Gainsight admins are likely not going to be marketing or web security specialists, so there should be more (and clear!) best practice support & documentation around this during both implementations AND upgrades to ensure the environment is set up for the best delivery experience, cause it’s a really big bummer when you have leaders coming to ask why stakeholders at large multi-national corporations are coming to tell us that our links are giving them this warning:  

    6
    bradley
    Forum|Forum|1 year ago
    alextran
    alextranHelper ⭐️⭐️

    Export/Import CSV file of Product MapNew Idea

    Customers want to perform an audit of their product. It’d be helpful to export a spreadsheet or CSV file of all the features with their associated feature rules. Then, we can make changes on the CSV and import back into PX with updated mappings. 

    9
    Ashton
    Forum|Forum|1 year ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Equal meta data for federated search contentReleased

    When you compare this explanation of how search works with the inputs for the federated search API, you’ll see that federated search inputs are lacking a few key meta data elements compared to community posts. Specifically, these which could be provided as (optional) meta data to help index federated content equally to community content.  Whether it’s an article Whether it has the best answer (if it’s a question) Tags Date of last update It would be great to update the federated search API operation to accept these as optional fields, and to then use that data for a more complete comparison for relevance within the search algorithm. Example use case: Your documentation sits on a separate CMS (like much of Gainsight’s documentation). You want the documentation to rank highly in searches for keywords related to parts of your product. Currently, community posts with those keywords are likely to rank more highly due to Tags, date relevance, likes, views, and other meta data. Enabling the ability to indicate it’s an article and recently updated, as well as using equivalent tags to community posts, would bring it closer to parity with community content. In theory, that would help key documentation rank higher for related keywords. 

    5
    Yoeri
    Forum|Forum|1 year ago
    Molly.McQ
    Molly.McQHelper ⭐️

    Enable Gainsight CS Timeline Data Integration with Staircase AINew Idea

    Staircase AI currently does not factor in any data from the CS Timeline, which is a significant gap in communication intelligence and customer context. According to recent guidance from our Gainsight/Staircase Solutions Consultant:“Gainsight CS Timeline is not factored into Staircase at all. All communication is conducted based on Staircase integrations with email, meetings, tickets, and chat, if these are configured. You cannot currently manually enter calls, notes, or other communications into Staircase.”This was not made clear to us during onboarding. In fact, I incorrectly assumed Timeline data would be considered because it is such a foundational and expected capability in any native integration like this. Unfortunately, we later learned this isn’t the case, leaving a major blind spot in how Staircase perceives customer activity and sentiment. Staircase should support ingesting and analyzing CS Timeline data; at minimum, allowing structured notes and manually logged customer interactions to inform sentiment scoring, engagement patterns, and health insights.This would allow Staircase to factor in high-value interactions such as:Strategic conversations documented during QBRs/EBRs Risk escalations or renewal save actions and updates captured by CSMs Notes following non-digital customer engagements (e.g., calls or in-person meetings)While there are many benefits and use cases to support the prioritized implementation of this request, here are some key benefits to consider: Ensures sentiment and health scores reflect the full customer relationship (not just synced communication channels) Honors the critical strategic documentation that’s already happening in Timeline Reduces blind spots where accounts may appear disengaged despite high-value interaction  NOTE: This is an ongoing issue for us as we are constantly battling data sync issues due to Staircase incorrectly flagging these for no recent communications. This undermines the value of the tool and leads us to question the validity of Staircase insights.  Enhances Staircase’s utility for teams with mature Gainsight implementationsAgain, this is a very basic integration expectation for a tool that is supposed to analyze “all customer communication to accurately spot at-risk customers and make customer success automatic.” Why would we exclude and not consider Timeline updates and insights? If Timeline data is important to your teams customer intelligence, please upvote and share your use case.

    29
    Forum|Forum|1 year ago
    shannon
    shannonContributor ⭐️⭐️⭐️⭐️

    Ability to reorder tasks in CTAsNew Idea

    Could we get the ability to reorder tasks then not part of a playbook? Often there are times that additional steps maybe added in addition to prescribed playbooks. It would be great to be able to move those in position of succession so they do not get missed. Or when creating a CTA and adding task being able to rearrange once entered. 

    4
    kcsp
    Forum|Forum|1 year ago
    jenlpro
    jenlproHelper ⭐️

    Enable threading for automated email programs (JO/Digital Journey)New Idea

    The concern: We are building out our digital journey for our scale segment of customers, and are finding that many customers feel bombarded by email journeys that send separate communication threads for every touchpoint in a related journey.Additionally, sending a separate thread for each email within a program makes it feel very obvious that emails are automated and not human-touch. Allowing threading would allow us to build in some more human-like touches and follow-ups for our team without the need to actually intervene. This is especially helpful for our scale customers since our CSMs work in a pooled model.The ask: enable some feature that allows for us to configure email programs that send subsequent communications in the initial email thread so that customers have a single place to see all related messages. I think a boolean field would be the most user-friendly for admins, similar to the checkbox in settings to log outreach to timeline. (Bonus would be having this available alongside or after the functionality for timeline activities to be threaded!)“Workarounds” today: Our CSM was super helpful and provided some suggestions to give customers a better experience - however, they don’t entirely solve for our use case, but sharing in case they help some of you out:Add “Re:” as a prefix to the subject of subsequent emails to make it appear as if they’re threaded - this helps customers see that emails are related AND that they have received a prior communication about a particular topic; in some cases, users may not realize emails are not actually within a single thread. (Should out to ​@sarahmiracle who gave us the same suggestion in the Slack community! 👏🏻) This doesn’t solve for our use case because our customers are unhappy with the number of related threads in their inbox regardless of how they’re titled. Use a date field for “last communication sent” in GS to filter recipients out of messages/decrease the volume they receive in a given period - this is a good way to prevent scale customers from receiving too many emails BUT doesn’t work in our particular case because the communications are part of the same digital journey Use a different feature that supports threading for communications - other mass communication features in Gainsight do support threading, such as logging emails via Gainsight Assist from your inbox OR using Group Send to initiate and following up on communications from your inbox. This doesn’t support our scale use case because we want to automate multiple related touches, but is a great suggestion for viewing email threads from Gainsight for CSMs performing mass manual touches.Thanks for your attention here! Open to any other workarounds or suggestions folks have in the meanwhile - though I think our only other option is to use an alternate tool for this use case right now 😅

    5
    dayn.johnson
    Forum|Forum|1 year ago

    Capture additional details when joining a private groupOpen

    When people request to join a private group it would be great to have some way to capture some answers to a custom question such as why they want to join the group. 

    6
    emiller
    Forum|Forum|1 year ago
    jordan_cook
    jordan_cookContributor ⭐️⭐️⭐️⭐️⭐️

    Split Function in Bionic Rule Transformation TaskNew Idea

    It would be great if there was a split function added to the capabilities of a transformation task within a bionic rule. I have a situation where I am trying to parse the information from a field that contains multiple comma-separated values. For example, the data for a given record may look like this: "Phoenix,Seattle,Los Angeles" Using the Right and Left function, I am currently only able to isolate the values "Phoenix" and "Los Angeles". Introducing a Split function, or something similar, would allow users to specify the separating character, a comma in my example, and could output the data above into three different fields.

    12
    jordan_cook
    Forum|Forum|1 year ago
    smartinContributor ⭐️⭐️⭐️

    Improve Staircase Meeting Summaries TurnaroundNew Idea

    As per support, it is taking 2-4 hours for Staircase to produce meeting summaries and this is inefficient for a CSM that might have multiple customer calls in a day  Request is to improve the turnaround of these meeting summaries to match other call recording tools like Fathom, Outreach and Gong, that turn it around almost instantaneous   

    0
    Forum|Forum|1 year ago
    MKorzunHelper ⭐️

    Improved Staircase AI PermissionsNew Idea

    The permissions for a Staircase user should prevent ICs from being able to delve into the performance data of other ICs such as sentiment and response time. I’m not sure what the use case is that would require that level of access, but have a lot of feedback that that information should not be shared. Additionally, the help documentation actually indicates that they should also only be able to see their own accounts, but they can see all accounts. 

    0
    Forum|Forum|1 year ago
    sarah.kenneyContributor ⭐️⭐️

    Ability to use Rules Engine for Merging Accounts in GainsightNew Idea

    Hi Gainsight, We’d love the ability to automate the merge process in Gainsight. Accounts get merged periodically in Salesforce by other teams, and the merged account will sit in Gainsight until we either manually merge the records or reach out to DataOps. The process of manually merging these accounts in Data Steward is tedious. It would be wonderful to have a way to automate the process using Rules Engine based on our company’s needs.I see a few options available:One option would be to identify all accounts that meet the unification duplication definition and auto merge. Or, at least allow for an Admin to manually check and merge on their own using Rules Engine (in bulk) without having to ask for help from Gainsight DataOps.Another option refers to third party tools used to automatically merge accounts in SF. Usually, they have fields that will identify the merged accounts on the surviving account record. This could be used to create a rule in Rules Engine as well (just in case the accounts don’t meet the unification definition above). Additionally, by allowing this in Rules Engine, you’d have a little more flexibility to identify what defines a duplicate vs just stating if a field has an exact or close match.Thank you for your consideration!

    2
    sarahmiracle
    Forum|Forum|1 year ago
    Suneha GhoshContributor ⭐️

    Split function in Rules Engine, Data Designer and Query BuilderNew Idea

    Hi team,I think if we can have a split function that can be used to dynamically split up a string based on some delimiters like comma, space, etc, then it would be beneficial to us. For example,Lets say we have 2 columns in our dataset that contains a list of product IDs and names as:1, 2, 3, 4,….abc, def, ghi, jkl and many moreUsing this function, we can split this into a list of different products and IDs into a tabular structure and use it in reports if required.

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

    Staircase AI - Disconnected EmailsNew Idea

    About a week ago, it looks like the majority of our email inboxes got disconnected.  Without investigating myself, I would have no way to know that this occurred.  Essentially, we were getting Slack notifications for certain insights, and those just stopped, so I went to investigate and discovered the lack of emails flowing in.  Would be great to have some sort of alert that this happened via email or even Slack. As an admin, I don’t necessarily log into Staircase every day, so any notifications would need to come to me another way. I just set up 3 separate notifications for any events for Emails, Meetings, and Tickets, but that feels like it will get noisy pretty quickly if everything is working correctly.  Would be good to have an alternative option for error notifications.

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

    Dynamic JO: Please Fix Inline Survey QuestionsNew Idea

    I decided to rebuild an existing program in Dynamic JO, and looks like that’s not going to be possible because it has an inline survey question, and it looks terrible in the email.Please fix this.

    3
    dayn.johnson
    Forum|Forum|1 year ago
    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Salesforce to Timeline: Scheduling SyncNew Idea

    Would be great to be able to select the time for the syncing of Salesforce activities to Timeline. Bonus points if I could schedule it for multiple times a day.For example, we have global teams, so a once a day is causing some delays in syncing for teams that work different hours. 

    1
    dayn.johnson
    Forum|Forum|1 year ago
    romihache
    romihacheVIP ⭐️⭐️⭐️⭐️⭐️

    Parity Gap - Reconfigure sources behave differently depending on the sourceNew Idea

    When using Data Designer as a source in JO and clicking "Reconfigure Sources," it takes you to the Data Designer landing page instead of the Preparation step of that specific design.This is not the case for Segments and Queries, which take you directly to the source... ​​​​​​​Support has confirmed this is expected behavior and suggested I submit this as an idea, so here it is 😕

    2
    dayn.johnson
    Forum|Forum|1 year ago
    JKelley
    JKelleyHelper ⭐️

    Community API (question list) - filter based on no reply and other propertiesOpen

    Posting this idea after corresponding with Gainsight support about some constraints we have encountered with developing a custom script to retrieve questions with no replies and send an email alert to our internal distribution list. This relates to “List questions” in the Community API documentation https://api2-us-west-2.insided.com/docs/community/#tag/Questions/operation/getQuestionListToday it is not possible to apply more granular filters and as a result sometimes the script fails to catch threads that meet the criteria. Our requested modifications, in order of priority for this use case:Apply filter to get records only based no replies AND  Apply filter to return records in a specified order, in our case preference for newest to oldestThanks!

    1
    Forum|Forum|1 year ago
    EBrozioContributor ⭐️

    Audience-specific widget assignmentDevelopment

    Hi all,In my previous experience with another community platform, I had the ability to assign specific audiences (user groups/roles) to community widgets. This gave me the flexibility to fully customize the landing page, content, and navigation for different user groups, such as customers and partners.Having this level of personalization for different audiences would be incredibly helpful in tailoring the community experience and making content more relevant and engaging for each user segment.It would be great to see this feature added to provide more control and customization within the community.Thanks for considering this!

    1
    Sudhanshu
    Forum|Forum|1 year ago
    bjoern_schulze
    bjoern_schulzeHelper ⭐️⭐️⭐️

    Notification center: Get notified of new badgesNew Idea

    Currently there are two options for notifying the user they have received a badge:private message email notificationI suggest that receiving a badge triggers a notification center notification first and foremost - and that community owners can then decide to send out a private message and/or email on top.

    0
    bjoern_schulze
    Forum|Forum|1 year ago
    tomrbarry
    tomrbarryContributor ⭐️

    AI Follow up for Microsoft Teams app via GMail/Google calendarNew Idea

    Some of our CSMs use Microsoft Teams because it is a requirement from their customers to not allow zoom meetings, which is our primary meting app.We use google for email/calendar and set up the AI follow up feature for meetings hosted via Zoom with great early results.Currently, AI Follow up only works for Teams meetings if you schedule the meetings via the Microsoft/Teams calendar, which we do not have as a google shop. We are only using the Teams app for calls, the calls are set up on a Google calendar and it would be nice to turn this feature on for those Teams calls, in the same way we do zoom meetings scheduled via our google accounts. 

    0
    tomrbarry
    Forum|Forum|1 year ago

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