Product Ideas | Gainsight Community

6164 Ideas

sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

Ability to inline edit Rich Text fields in Cockpit on CTANew Idea

Please provide the ability to inline edit rich text fields on CTA in cockpit or in inline editable reports! Either the existing system “Comments” field, or any custom rich text field created on CTA.

Forum|Forum|1 year ago

JaySHelper ⭐️

Label (or change view) of Tags on Community articles.New Idea

We had a user question why the “CTA button” wasn’t working on an article in our Community. Turns out, they were looking at the tags which are indeed a button, but just to search by that tag. Could the tag view be changed and/or labeled more clearly? This user thought they’d be downloadin a document, but instead just did a search for everything tagged with “document” and didn’t understand what they were looking at in the results. Perhaps just a section label?

Forum|Forum|1 year ago

MKorzunHelper ⭐️

Ask Me Anything ExpansionNew Idea

One of the transformative capabilities of staircase is the Ask Me Anything Feature, however, the responses are short and don’t allow for follow up questions without starting a new thread. I want to be able to converse with it chat gpt style. That’s a floor need. I have several on top of that, but I’ll leave this idea to the one need.

Forum|Forum|1 year ago

smartinContributor ⭐️⭐️⭐️

StairCase Out the Box Reports MUST be editableNew Idea

Hi I want to be able to edit existing default reports and save as the default.. NOT as current save as a new report at the bottom - this means I have multitude of saved reports that are variants of defautl reports that is not scaleable nor easily shared amongst the team

Forum|Forum|1 year ago

JaySHelper ⭐️

Add "Triggered By" and "Knowledge Center" as a column in engagement listNew Idea

As we’re trying to manage more and more engagements, it would be great to have some additional information in the Engagements List:A column for “Triggered By.” This would allow us to easily see if the engagement is Automatic, Badge, or Knowledge Center (or multiple) without needing to open the engagement to look. A column to tell us the Knowledge Center(s) where an engagement is selected as content.

Forum|Forum|1 year ago

bytor104Contributor ⭐️⭐️⭐️

Ability to Share Via Email functionality to JO Emails Logged to Timeline ActivitiesNew Idea

In most (if not all) other Activity types, the user can select ‘Share Via Email’ to email a Person or User record from within Gainsight. See screenshot below: This cannot be done with Emails logged to Timeline from JO Programs. See additional screenshot: Some of the emails we send to our customers get requested by other contacts from the same Company. It would be great if our users could just ‘Share Via Email’ these emails logged to Timeline from JO.

Forum|Forum|1 year ago

kgodiselaGainsight Employee ⭐️

AI Cheat Sheet - In Key Contacts, only active contacts should be displayedNew Idea

Currently, in C360 → Summary → AI Cheat Sheet, the Key Contacts are displayed based on top 5 External Attendees in Timeline activities created in recent past ( certain date range ). The status of the contact is not considered while identifying the key contacts. This is resulting in inactive contacts being listed. Also there is no way to modify this from UI or backend, and feedback like thumbs down also doesnt help. Hence this functionality should be improved to consider status too while listing the Key Contacts. OR Admin should be able to edit and make corrections.

Forum|Forum|1 year ago

jenniferpaHelper ⭐️

Display Automated Program Timeline Activities in the Global TimelineNew Idea

We enabled Journey Orchestrator to Timeline for our Renewal Reminder emails and confirmed that the Timeline Entries are being added successfully to the C360 Timeline for the account. The ‘Automated Program’ Timeline actives do not display on the Global Timeline. I confirmed with Support that the Automated Program activities will only show on the 360 for the Relationship or Company and NOT the Global Timeline view. This makes it more difficult for our Retention Specialists and CSMs to filter the Global Timeline to see a list of all accounts who received the Renewal Reminder email in the desired timeframe. Instead, they need to go into the individual accounts or drill into Email Analytic dashboards for the list of accounts.

Forum|Forum|1 year ago

AshtonContributor ⭐️⭐️⭐️⭐️

Supporting OR operator for Query BuilderNew Idea

Request: It would be nice to be able to include OR logic in our Audience configuration of Query Builder reports. Currently it only allows for AND logic with a singular Audience. You would have to have multiple audiences to possibly accommodate something similar to OR. Example: I have a License that might either be identified by starting with USB or having another field indicate that the license is “USB”. I would have to break this out into two separate audiences that could potentially have overlap. Having the ability to perform OR logic is an essential tool for crafting audiences. Gainsight Update 28/7/25: I have been assured by support that this enhancement is on the product roadmap, but they are not able to provide a timeline (understandable). I am writing this idea ticket to inform others that this is currently a gap and is intended to be filled in the near future. Support ticket #381534.

Forum|Forum|1 year ago

alyloContributor ⭐️⭐️

Funnel by AccountNew Idea

Currently funnels can only report on the user level, but we’d also like to be able to aggregate the information at the account level. This information would add more context, for example, when we analyze the effectiveness of an engagement at driving a certain set of behaviors—instead of just looking for improvement of user dropoff, it could help us understand if we’re impacting adoption across our account base.I see that this idea was raised 4 years ago, but apparently this feature has not be implemented: Account as SCOPE in Funnel/Path Analyzer

Forum|Forum|1 year ago

christopher_sandersonHelper ⭐️⭐️

Custom Headers/Footers for Email TemplatesDevelopment

Would love the option to have a repository of custom headers and footers that could then be added to email templates. These could be legalese/privacy policy type things, or a set of hyperlinks to other resources, etc. Rather than having to recreate each time, or copy paste from previous templates, just being able to drag and drop within the editor would save time. Especially if there needs to be an update to the language, where it makes more sense to do it once for the many, rather than many for the one.

Forum|Forum|1 year ago

Sashank GoparajuHelper ⭐️

Password Policy ControlNew Idea

No password policy controls available in Gainsight – Currently there is no way that Admin can setup a password reset process (Expiration of password control that meets individual company’s security standard) or do force password reset. I don’t see by anyway we can run a script or prompt to have users reset their password.It would be great if we have Password Policy powers in the Admin hands so that an Admin can configure it to the password policy that meets Individual Organization’s Policy.

Forum|Forum|1 year ago

BhavanaContributor ⭐️

Add Product and Case Owner Assignment When Creating Cases from Community PostsNew Idea

We’ve been exploring the option to create internal support cases directly from community posts, and it’s working well so far. To enhance this workflow, we’d love to see a few additional capabilities: Assign Case Owner During Creation: It would be helpful to have an option to manually assign a case owner at the time of creation such as routing the case to the appropriate product queue by including an “Owner” field in the case creation form. Associate Case with a Product: Since we support multiple products, we’d like the ability to tag each case with the relevant product. Having a field for product selection during case creation would ensure the case is categorized correctly from the start. These enhancements would streamline our internal processes and improve case handling accuracy.

Forum|Forum|1 year ago

BhavanaContributor ⭐️

Auto-Include Post Replies in Community-Created CasesNew Idea

We’ve been exploring the option to create internal support cases directly from community posts and have successfully installed and connected the Salesforce app within our community.As part of this workflow, it would be incredibly helpful if all replies associated with a post were automatically included in the case details when a case is created. This added context would allow our support team to better understand the issue and provide more accurate and efficient resolutions.

Forum|Forum|1 year ago

AstonAContributor ⭐️

Data Designer - Data Preview - Show available record countNew Idea

I would like to request that we get the ability to view the actual record count of the available records at each step in the data designer. The preview might show 10 records(sample data) but if the available records is 1500, it would be super useful to be able to see the number “1500” somewhere to know how much data we will have once we take it to the explore tab.Showing how many data points are available depending on how you merge (left, right, inner, outer) would also be super helpful especially when working with large designs and using inner merges all the time for specific data.

Forum|Forum|1 year ago

JeppePeppeHelper ⭐️⭐️

Notify author "Reasons" phrasesReleased

Hi!With the Notify Author feature, you are able to change the phrase for the pre-written message (highlighted in green) - but you’re not able to change the phrase for the Reason, that is visible as the subject line in the email that gets sent out (highlighted in red): Issue: This is a problem since the translations isn’t really correct. This reason is in swedish and translates to “Integrity Offense” which is quite aggressive, and may come across a bit wrong in an automated email.Possible solution: If we were able to have phrases for the Reasons/Subject line, we could adjust the text so it suits our users better.

Forum|Forum|1 year ago

VigneshsuriContributor ⭐️

Remove Restriction of Mapping to First DOM ElementNew Idea

Currently, when mapping elements in an engagement (Guide), Gainsight only allows mapping to the first element within the DOM if multiple UI elements share the same class name or div name. This limitation disrupts or restricts the flow of Guided Engagements (Guides).The request is to enable mapping to any matching UI element within the DOM, rather than restricting it to the first occurrence.

Forum|Forum|1 year ago

heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

Salesforce to Timeline - NotificationsNew Idea

Similar to this request for notifications on sync to Salesforce, would also be good to be able to configure notifications for sync FROM Salesforce.Admins have enough on their plates without having to remember to go verify that the sync was fully successful.

Forum|Forum|1 year ago

john_appleExpert ⭐️

Salesforce to Timeline Support All field type mappingsNew Idea

The integration of Salesforce Tasks and Events to Timeline Activity allows for additional custom field mapping to bring over additional data from SFDC. However, not all mappings are supported. Could we add support for picklist/dropdown categories so that a field from SFDC like Status could be mapped to a custom dropdown field on Activity records? This would provide for better use of data on reporting and tracking.

Forum|Forum|1 year ago

ErikaContributor ⭐️⭐️⭐️

Teams AI Follow-Up: Include Action Items in "Share Via Email"New Idea

When using the “Share Via Email” feature on a Timeline meeting that was automatically populated using Teams AI Follow-Up, it would be great if the Action Items could be included. This would allow our CSMs to more routinely use this feature, since action items are a key part of any email distribution after a meeting.

Forum|Forum|1 year ago

ErikaContributor ⭐️⭐️⭐️

Teams AI Follow-UpNew Idea

Forum|Forum|1 year ago

alizeeVIP ⭐️⭐️⭐️⭐️⭐️

Improve action editing in Horizon Rules EngineNew Idea

Hi there!The more I work with HRE, the more issues I’m facing when editing actions on complex rules. Indeed, only 3 actions display at once and it can be very difficult to keep track of where you’re at when editing criteria or the actual action on 18 + actions. That’s where I start:I click on Show More Criteria. I get to this:I then click on an action or a filter criteria. Make my change and exit.I go back to the wrapped up list and in some cases, the wrapped up list is out of the screen so I have to drag and drop the canvas to get back to it. The editing experience is atrocious. I’d like to see and open my rules and actions one after the other to:Know where I’m at in my updates Be able to replicate my changes when I’m making the same change across all actionsPlease improve the experience on this front. I don’t understand this idea of showing just 3 or wrapping things back up.

Forum|Forum|1 year ago

laura.porcinculaContributor ⭐️⭐️⭐️⭐️

Add buttons to Event pages and ArticlesNew Idea

I’m constantly hyperlinking to different articles/events across our community and it would be beneficial for me to be able to insert a button within the event description or article for a seamless user experience.

Forum|Forum|1 year ago

Aman JhaGainsight Employee ⭐️

Custom Styling for Inline Survey Question TextNew Idea

Currently, there’s a limitation where the text in inline survey questions cannot be customized. As a result, the font and size default to Arial 13.5, which often doesn’t align with the styling of the rest of the email body.To ensure a seamless and visually consistent experience within email templates, it would be valuable to have the ability to modify the font family, size, and other styling attributes of the inline survey question text. This enhancement would allow better brand alignment and improve the overall presentation of surveys embedded in emails.

Forum|Forum|1 year ago

giulsContributor ⭐️

[Gainsight PX engagements editor] Share templatesNew Idea

Hello all,I have this use case related to GS PX experience of the Engagements with the new Editor. Context: In my organization, different teams create engagements with steps, dialogs and hotpots.Problem: These items are meant to be reusable but they can’t be combined. If I am using one template from the editor, and Add a new Step, I can only see the same steps included in my Template and perhaps some default ones by GS. However, I am not able to mix and match from others’ templates.Solution: Allow templates steps or elements to be combined. User would work on a template reference which they can edit without altering the original template.Benefit: This would speed up the workflow and make engagement steps really reusable. Does anyone have the same issue and would like a similar solution?

Forum|Forum|1 year ago

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