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    6164 Ideas

    pleeContributor ⭐️

    More granular session time on the student levelNew Idea

    It would be useful to have more granular session data at the student level out-of-the-box:Session time by {month or date range} Session time by course by {month or date range} Session time by lesson by {month or date range}While completion rates and similar metrics provide value, they aren’t always reliable indicators of engagement. Some lessons can be marked “complete” simply by being opened, and not every lesson in a course is relevant to every studentTo better understand student behavior and the effectiveness of our content, I’d like to see time-based engagement data by student, course, and lesson — measured over time. This would give a clearer view of how students are actually interacting with the platform and where our learning experience is most impactful

    0
    Forum|Forum|1 year ago
    ErikaContributor ⭐️⭐️⭐️

    Teams AI Follow-Up: Populate "Duration" with the correct durationNew Idea

    When using Teams AI Follow-Up, the “Duration” field should be automatically populated with the actual duration of the meeting.  Currently, it is populated with the estimated duration based upon how long the meeting was scheduled for. Without the Duration field being accurate, we are hindered from using that field for tracking, capacity planning, etc. 

    0
    Forum|Forum|1 year ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Last Login and/or Activity Dates for (Admin) User Management in PXNew Idea

    The Administration > Set up > User Management interface gives you the following for your backend PX users: Name Email Status Created On Modified DateLast login and/or activity date should be added. Use Cases: Monitoring access/usage Investigating which admins may have made a specific change

    0
    DannyPancratz
    Forum|Forum|1 year ago
    wyattfarino_HHContributor ⭐️

    GS Assist Functionality - People ManagementNew Idea

    I'm envisioning a functionality similar to the current "Email to Timeline" feature, where clicking the GS button at the top of an email launches the GS Assist task bar. In this enhancement, instead of just logging the email to Timeline, there would be an additional option to capture the email addresses found within the email and add them directly to the client's People section in Gainsight. Along with this, a dropdown menu would allow users to assign roles to each person, streamlining the process of keeping contact information and Roles up to date.

    0
    Forum|Forum|1 year ago
    rplocki
    Gainsight Employee ⭐️
    rplockiGainsight Employee ⭐️

    SFDC: include the chat transcript data stored in the MessagingSession objectNew Idea

    regarding the Salesforce Service (tickets) integration with Staircase.Currently, we can see that most case-related data is successfully syncing. However, our business team is looking to include the chat transcript data stored in the MessagingSession object as part of the Staircase case sync.The intent is to enable Staircase to analyze these transcripts and derive sentiment insights, particularly to flag and notify when negative sentiments are detected.For quick reference, I’ve attached a screenshot showing how this data appears within Salesforce. 

    1
    bradybluhm
    Forum|Forum|1 year ago
    Sashank Goparaju
    Sashank GoparajuHelper ⭐️

    Native MFA for GainsightNew Idea

    Currently, Multi-Factor Authentication (MFA) can be enabled for a Gainsight CS Instance, but it is typically enforced at the Identity Provider (IdP) level, such as Okta, Azure or Microsoft Entra. Gainsight relies on the IdP’s enforcement of MFA during the authentication process. It does not natively support MFA for direct logins.It would be great to have a Gainsight native MFA Support for direct logins so that we can add a second layer of authentication for an instance without/until on SSO.

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

    Filter on All Fields and Lookups in Timeline Custom ViewsNew Idea

    Hey,Referencing this post that support is pointing to in their response to the lack of field availability in timeline filters, which is a question rather than an idea, and can’t be upvoted:  We require consistency in the ability to use all Timeline Activity fields, and lookup fields in all areas of the product.At present, Timeline Custom views is exclusive of a vast number of fields amongst which: Certain lookups Context Name Context ID Milestone related fields We require ALL fields to be available in filters for Timeline Custom Views. It doesn’t make sense to have to create a report / dashboard to be able to filter on timeline activities. This is a simple ask. It’s about product feature parity for filtering AND for timeline/cockpit experiences. ThanksA 

    8
    heather_hansen
    Forum|Forum|1 year ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Increase unique value limit in pivot tasksNew Idea

    Hey allI didn’t think my last activity of the day (and week) would push me to the idea screen but there we are:I want to see the count of customers by product version. We have more than 30 (between dot and micro versions), so I can’t use the pivot task and will have to go to Excel to get the data I need.Can this please be extended to beyond 30?Use case: any field that can contain more than 30 different values. I think there would be lots of such cases.  

    1
    heather_hansen
    Forum|Forum|1 year ago
    benwanlessmenlo
    benwanlessmenloContributor ⭐️⭐️⭐️⭐️⭐️

    Feature Parity: New Digital Journey and Old Journey Orchestrator Email ProgramsReleased

    Hello, Case1:I am trying out the New Digital Journey Program Builder and noticed that it only allows Datatype of ‘Email’ for sending emails in the ‘To’ and ‘CC’ fields. While I agree that this makes sense, one of the ways to start a journey is via ‘Events’, but Events do not allow you to specify the Email data type, only ‘String’ is available.Feature Parity Issue: Old JO allows to set the datatype in the ‘Mapping Participant Sources’ section and set Event strings to emails -- this does not appear to be available in New Programs.Recommendation 1: Either 1. In the New JO, add the ability to specify Data Types in the Source Fields for the Audience, 2. Allow Events to specify the datatype of Email Case2:I also noticed that the New JO Programs do not allow multiple emails in the CC for the Email step.Feature parity issue: I have an old JO with 3 emails in the CC field for the email step.Recommendation 2: Allow multiple Audience field tokens (emails) in the CC field. I hope that I’m just doing something wrong and that this can be easily fixed. Regardless, I’d love to hear what you think!Best,Ben Wanless  

    4
    benwanless
    Forum|Forum|1 year ago
    Fabuhamdan
    FabuhamdanContributor ⭐️

    Expand Article Functionality to include HTML SupportNew Idea

    I want to be able to use HTML within articles - we have our Monthly newsletter that is sent out through Beefree and we want to include it in the community without having to upload a PDF. Befree has HTML export options that are not supported by Gainsight KB. 

    2
    Fabuhamdan
    Forum|Forum|1 year ago
    leahmiroContributor ⭐️⭐️

    Success Plan Timeline LinkageNew Idea

    The timeline in the Success Plans doesn’t populate Timeline Activities associated with a CTA. The only time they show up in the Timeline is if the Timeline Activity originated in the Success Plan. This is incredibly clunky now, given that most meetings are auto-pushing/generated into the Global Timeline via AI-Follow-up. 

    0
    Forum|Forum|1 year ago
    VeronicaContributor ⭐️

    Localization XLIFF files truncates sentencesNew Idea

    If styling is applied to a sentence in the engagement (bold text) text strings are truncated into different lines when exporting the language XLIFF file.Truncating sentences is bad for localization as different languages require different sentence structure/order. For example, for some languages the bold text could be at the beginning of the sentence rather than in the middle.At the moment we need to manually adjust the placement of bold and regular text in the downloaded XLIFF file, and it’s wasting a lot of our time and patience. 

    3
    Forum|Forum|1 year ago
    caffeinatedadmin
    caffeinatedadminContributor ⭐️⭐️

    Make Email Validator available to CSMs and/or add this functionality to other functional areas of GSNew Idea

    I would like to request the Email Validator tool specifically be built into Customer Success focus areas of Gainsight as this is a contact management task that could easily be resolved by the account owners without the need for an additional ticket to Gainsight Admins to go in to administration > Email Configuration > Email Validator.We are utilizing Journey Orchestrator heavily for the automation for many core components of our customer communication and we do find we are frequently encountering issues with customers being on the bounce list and not receiving these communications in the timeframe we’ve determined is appropriate for that particular communication.  This could allow for a workflow like utilizing a CTA when an email bounces to alert the account owner for quicker resolution time.   

    7
    dayn.johnson
    Forum|Forum|1 year ago
    HollySimmons
    HollySimmonsHelper ⭐️

    Don't Archive the Most Recent Scorecard Timeline Entry - Even if 8+ Weeks OldNew Idea

    Scorecard timeline entries created via a rule only show those created in the past 8 weeks.After this they are removed from the pop-out/side view and only visible via the Comments on the scorecard itself when viewing in List View, if you are using Card View you have no-way of seeing why a score was given (if older than 8 weeks). Within our rules we only update scores when there is a change to either the current score or the comment, this means that; our rules don’t take so long to process every day as not every record is being updated every time the trend lines are actually showing the trend from the previous score, as opposed to always “flat” because yesterday = today 95% of the timeI understand the 8 week limit is a way to save on storage space but it feels like we are being unfairly punished for creating less entries, coud we please keep the most recent entry regardless of when it was created so we have the reason for the score visible for all….

    1
    mobrien14
    Forum|Forum|1 year ago
    ThomasMalingre
    ThomasMalingreContributor ⭐️⭐️⭐️

    Schedule when a topic should be featured/unfeaturedDiscovery

    On our community we often feature topics that inform our customers/forum users that we'll be closed during national holidays or inform them of temporary offers etc. I think it would be great if it were possible to schedule when the topic was featured and unfeatured. What do you guys think? 🙂

    11
    jvdc
    Forum|Forum|1 year ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    New Program Experience - Evaluate PreviewReleased

    I do not see a way to preview what a participant’s results would be in the new Program when using Evaluate.  This was previously very useful in the old version to determine the criteria is running as expected.  This could also be done as a Calculated Field option where we would see the results of that calculation from the existing participant list.  It is hard to QA the build without these tools, and since there is no un-do on client emails, it is extremely important.  Let me know if it is n there and I just didn’t see it, and thanks for your help.  

    10
    vmallya
    Forum|Forum|1 year ago
    dayn.johnson
    dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️

    Dynamic JO needs additional data types if we are not allowed to do Custom Field Mapping.Released

    Title says it all. This issue (lack of Custom Field Mapping) was addressed in a post that’s hidden behind the private Dynamic JO beta group walls. It has not been solved, and it is (and will continue to be) a major pain point until a solution is implemented. @vmallya, is this something that’s on the roadmap to be re-released in dynamic JO, since the feature was present in advanced JO and was removed? Seems to be a pretty common use case.When building case fields in the dynamic JO, we’re only allowed to choose from three data types (number, boolean, string).   This becomes an issue when we then try to map those case fields to an email field in the template. Those fields (as strings) are only available in the name fields.  For comparison’s sake, in advanced JO, this was never an issue, since we were able to quickly map those strings to an email data type (or any other data type available in the Custom Field Mapping).  Would it be possible to add additional data types in the Dynamic JO Case Field Builder? This feels like we’re taking one step forward and two steps backward with this new release.The workaround (I’ll report back once I’ve tried it) will be to re-source the email data and merge it with the case field to turn those case data strings back into an email data type.* As a note, this workaround was presented in the aforementioned post that circulated in the private dynamic JO beta group (I’ll share the contents of that post in a comment below for reference), and the issue was marked as solved, but the fact that this is still such a big pain point (and that the feature was effectively hamstrung while working to improve the JO platform, even though it was addressed nine months ago) is concerning.Bottom line: creating a case expression to fix a null email so an email doesn’t fail should be easy.

    32
    vmallya
    Forum|Forum|1 year ago
    bradley
    bradleyExpert ⭐️

    Store Group Send "Last Email" DateTimeNew Idea

    I’m looking into Group Send, and it has interesting potential.One of the UI elements when you are composing an email is you get a list of everyone you plan to send to, and it tells you the last time they were emailed. I would like this data point available in reporting OOB - if we’re going to surface it in the UI it should be stored in the MDA.I would also, in general, like to know what is considered in this calculation. Is it just emails from Group Send? JO as well? Email Assist?

    3
    bradley
    Forum|Forum|1 year ago
    bradley
    bradleyExpert ⭐️

    Group Send Should Leverage Full Template BuilderNew Idea

    I’m trying out the Group Send feature, and one thing I don’t understand, is the template builder and why it is so incredibly basic. This is relevant if you want your users to create their own email templates and give them the permission. This is what the email template builder looks like in Group Send: Notice how on the right you only have one main header, Style. That has two formatting sub-headers: Dimension and Border and Background. This is what the email template builder looks like in the email template builder: Notice there is an additional “elements” header, and you have multiple ways to view the email itself. You can make much better looking emails in this version. Why are these experiences so vastly different? I don’t want to have to give CSMs permission to build and manage templates of every element of the platform for them to have the improved Email Template editor. Is there some setting I’m missing to enable this? I’m viewing this as a super admin so if it’s permissions based I should have it.Even if they did have access to the full builder, it would be a very disjointed experience to have to navigate from home, to email template builder, then back to home. This is yet another questionable UX experience. If my org is interested in having CSMs or other roles leverage this feature and wants them to be able to create their own templates for the biggest impact, the users should be able to easily use the advanced editing tools (that are in the main email template editor) to make decent looking emails and have some kind of hope of adhering to brand standards and guidelines.

    4
    bradley
    Forum|Forum|1 year ago
    ashapiro
    ashapiroContributor ⭐️⭐️

    Offer option to change color of Social Media icons in Email BuilderNew Idea

    I want to include the Social Media element in the footer of my emails I’m sending via Journey Orchestrator, but I want those elements to align to our brand colors. I see there are options to change the style of the Social Element, but no option to change the color of the icons itself. I have this option in other customer messaging platforms, and would like it here as well. 

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

    Gainsight Assist: Allow admins to control which Activity Types are selectableNew Idea

    With regard to the Activity Type selector in Gainsight Assist, there may be Activity Types that are reserved for very specific processes that we do not want users to select through GA. This can also exacerbate dirty/inaccurate data issues.  Enablement and documentation only get you so far - a common end user thought seems to be: “if something is possible, then it must be acceptable.”Please provide admin ability to control which Activity Types are selectable from Gainsight Assist similar to how we can control which Email Templates are available to Gainsight Assist.

    4
    Forum|Forum|1 year ago
    Gainsight Employee ⭐️
    Syam SunderGainsight Employee ⭐️

    Opt-In for EmailsParked

    Hi Team,Currently we have an options to opt out of e-mail categories but not to opt in. Customer wants to let their users opt-in to get e-mail as per GDPR and They want to let their users to opt in for any communications.  Thank you.

    17
    ssamarth
    Forum|Forum|1 year ago
    dayn.johnson
    dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️

    Gainsight CS Library (JOs and Templates) Need Tag Organization QoL UpdateNew Idea

    I’m sure there’s an old post (idea) floating around, just couldn’t find it.Problem statementAsset management is a pain for admins.Journey Orchestrator JOs, email templates, rules, data design DDs, reports… the list goes on.Asset names and descriptions can only go so far – we need tags that can be applied to simplify our folder hierarchy and filtering nightmares.It’d be fantastic if one of the available columns we could use was for a “tag” library that was shared across our instance, so we could easily find related assets. (see first screenshot)Gainsight CC already the ability to add tags in the article area. (see second screenshot)The askPlease give us the ability to create tags for our CS instance to use for asset management.Related postsGainsight CS Column menuGainsight CC column menu  

    2
    dayn.johnson
    Forum|Forum|1 year ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Marked Answers in Control Home Content OverviewNew Idea

    Use CaseReview and validate/moderate questions marked answered. For example, wanting to ensure thorough tagging (public or moderator) of all answered questions. I can review each question as it comes in, applying tags accordingly, but the answer may highlight the need for new tags to be added (or moderator tags for various tracking). SolutionExisting workarounds are possible using the question.Answered webhook and automation tools like Zapier. But I wanted to share this idea as I think it fits within the vision of the Control Home launchpad. It’d be great to have as another tab in the Content Overview widget or as it’s own widget that might be added. Control Home’s Content Overview Widget 

    1
    DannyPancratz
    Forum|Forum|1 year ago
    katie_b
    katie_bHelper ⭐️

    Mass Edit and Delete Options Not Available for Success PlansNew Idea

    Our team has begun to utilize success plans more often and have hit a couple of major road blocks compared to CTA administration. 1. There isn't a rule option to delete or close success plans 2. We can use mass edit to change the assignees for the individual objectives but there is no way to mass edit/update the plan owner These two issues have made it pretty cumbersome to manage existing success plans.

    16
    Ester.Memoli
    Forum|Forum|1 year ago

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