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    5890 Ideas

    jvdc
    jvdcExpert ⭐️

    Update user APINew Idea

    Hey, it would be very useful to update the get user info part of the API to be able to break down the “topics” number into:Questions Ideas Articles ConversationsRight now it groups everything into “topics”

    0
    jvdc
    Forum|Forum|25 days ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Url Parameter for pre-selecting Conversation as new Topic TypeDiscovery

    community.yourdomain.com/topic/new?type=idea but a parameter that works for the conversation/discussion topic type. 

    5
    L
    Forum|Forum|25 days ago
    Suzanne_Kindertelefoon
    Suzanne_KindertelefoonContributor ⭐️⭐️

    Change default option 'question' or 'conversation'.Discovery

    Hi all, For our community it would be great if we could change the default topic type from Question to conversation. Is it possible to make this a self-service? Most topics in our community are discussions/conversations, our questions without a 'correct' answer. (f.e. 'My parents are getting divorced, what should i do?')

    5
    L
    Forum|Forum|25 days ago
    L
    leah.breenContributor ⭐️⭐️

    Feature Request: Option to Open Hyperlinks in a New TabOpen

    When inserting hyperlinks into text, it would be incredibly helpful to have the option to set the link to open in a new tab. This functionality would enhance the user experience by allowing for smoother navigation and better content engagement. We want users to be able to easily return to original page they were on before they clicked the link and opening in a new tab facilitates that. 

    11
    L
    Forum|Forum|25 days ago
    BartDelwig
    BartDelwigContributor ⭐️⭐️

    Embed iframe content in postsDiscovery

    Hey guys, A couple of weeks ago I found out a shortcut to embed on the community. This way we could embed Google Maps, Facebook videos, etc. I told Shane how I worked it out: First, go to Facebook, select the live video you want, and click on the three buttons in the right corner. Here click embed. A code appears (PS. this trick works on all the iframe codes, I also tried it with embedded Google Maps). Go to the backend of the community, create a new topic. Add a header, and a small piece of text in the body. With only the code, the topic won't be accepted. For example: Test https://www.facebook.com/plugins/video.php?href=https%3A%2F%2Fwww.facebook.com%2FEconomicTimes%2Fvideos%2F902127109979445%2F&show_text=0&width=560" width="560" height="315" style="border:none;overflow:hidden" scrolling="no" frameborder="0" allowTransparency="true" allowFullScreen="true"> Click on 'Publish.' You'll see that the post doesn't load the live video. So, go to 'Edit Topic.' Delete the whole text with 'Select All' (do not only select the visible text, you need to delete the by now invisible code as well). Again, type the text you want and paste the link of the live video. Publish again. Voila! Now, a couple of weeks later, the function disappeared and all the iframes we embedded in previous content has disappeared. Could you please fix this, so we can embed iframes again? Thanks! Bart

    11
    L
    Forum|Forum|25 days ago
    V
    vince58Contributor ⭐️

    Advanced Program/Email Chain - Send as Email GroupReleased

    Hi, I couldn’t find the same “Send as Group Email” feature in Simple Program under Advanced Program/Email Chain.  I leverage Advanced Program/Email Chain as it is much more simpler for my use case to resend subsequent outreach emails vs Simple Program.  Can we have this feature added to Advanced Program/Email Chain?  Thanks very much.

    8
    vmallya
    Forum|Forum|25 days ago
    scott_496fa0
    Gainsight Employee ⭐️
    scott_496fa0Gainsight Employee ⭐️

    Automatically Log All Emails to TimelineReleased

    I have had several customers request an enhancement to the Outlook/Gmail plug-in feature. Some end-users do not like to have to click the Log To Timeline checkbox to ensure the email is logged to timeline. Sometimes they forget and it is extra clicks. The enhancement request would be to allow all emails to be automatically logged to timeline without requiring an end-user to check the checkbox. Perhaps we could create that as an administrative setting that could be enabled or disabled as desired?

    65
    ChiragJ
    Forum|Forum|26 days ago
    E
    elyna.kContributor ⭐️

    Add Source to Activity Timeline advanced filtersReleased

    We have emails syncing from Salesforce automatically as well as those that are logged by the CSM through GS Assist on the Timeline. Would like the option to filter out Salesforce synced activities and only look at the ones manually logged by CSMs but are unable to do so as the Source field is missing from Advanced filters on Activity Timeline. It would be nice to have parity with the field as we’re able to use it in Rules Engine. Source not available in Timeline Advanced filtering: But Source is available in Rules Engine 

    5
    ChiragJ
    Forum|Forum|26 days ago
    liam_nicholls
    liam_nichollsHelper ⭐️

    Allow filtering by source on the Timeline UIReleased

    I would like to be able to filter on the source field (highlighted in the screengrab) This source field is accessible when reporting on the Timeline object - though not possible to filer via Timeline UI. Two use cases we have  that would benefit from filtering on Source field in Timeline UI Currently we’re syncing Salesforce activity into Timeline, and being able to include/exclude Salesforce source data would be a neat enhancement. We have Sales people who log calls in Salesforce and don’t use Gainsight. Being able to sync to Timeline is great. We also encourage CSMs to update Timeline via Success Plans. When they do this correctly, the source -= Success Plan name. Being able to filter specifically on these entries would be super useful.  

    5
    ChiragJ
    Forum|Forum|26 days ago
    jcyoungkin
    jcyoungkinContributor ⭐️⭐️⭐️

    Allow User Groups in Success PlansNew Idea

    As the title states, I’d love to be able to use User Groups to assign Success Plans in a Rules Engine.Our current process is to generate a score based on the number of open Success Plans per user and then assign the next Success Plan to the user with the lowest score, but as you can imagine this is quite the lift. Having the ability to use a User Group for Success Plans would make administrating this type of round-robin so much easier.Are there any plans to include User Groups when assigning Success Plans?Cheers

    1
    andybuchanan
    Forum|Forum|26 days ago
    B
    Gainsight Employee ⭐️
    bbovacontiGainsight Employee ⭐️

    Automate Spaces Invitations & Access Revocation for ContactsNew Idea

    Having a way to automate the process of sending invites and revoking access based on conditions like lifecycle stage changes, contact role updates, or contact status changes would be an extremely helpful addition to Spaces.Right now, inviting contacts to Shared Spaces and revoking their access is a fully manual process. As customer bases grow and contacts change roles or leave organizations, keeping Spaces access current requires ongoing manual upkeep, which is time-consuming and easy to let slip.If we could have the ability to automatically invite contacts to a Shared Space when they meet certain criteria OR automatically revoke access when a contact becomes inactive, leaves a company, or a relationship ends would be highly beneficial.This would make Spaces much more scalable for teams managing a large number of accounts and ensure that only the right people have access at the right time, without requiring manual updates.

    0
    B
    Gainsight Employee ⭐️
    Forum|Forum|26 days ago
    muleviciute
    muleviciuteContributor ⭐️⭐️

    The ability to display attached files in chronological orderOpen

    Hi there,  It’d be fantastic if, on the Customer Communities, the attached files would be displayed in chronological order: most recently added would appear at the top. Use case: in our community, there are posts that are periodically updated, and new files added. Hence, we have a few posts with 50+ attachments, and the way they are displayed by default is not the most user friendly.Thanks for your consideration!

    2
    L
    Forum|Forum|26 days ago
    H
    hopoatemContributor ⭐️⭐️

    need reply-in-threadDevelopment

    Gotta have the ability to reply-in-thread. I can see that there are arguments for cleanliness or single post format, but this is the UI of ANY OTHER FORUM - it’s what users are used to and expect - not having it makes engagement harder, which is the opposite goal of a community space. 

    2
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    Forum|Forum|26 days ago
    Baidhyuth
    Gainsight Employee ⭐️
    BaidhyuthGainsight Employee ⭐️

    Automating Spam Detection in Gainsight Community with Slack via ZapierClosed (Won't Do)

    Overview :This article explains how to integrate the Gainsight Community with Slack using Zapier to automatically detect and notify your team about potential spam activity.  The automation identifies situations where a user posts multiple times within a short period (for example, more than 5 posts in 10 minutes) and immediately sends an alert to Slack. This enables your team to review and take action quickly, maintaining a clean and engaging community environment.  Prerequisites : Before you begin, ensure you have the following:  A Zapier account  Access to the Gainsight Community API with valid credentials  A Slack workspace with permission to post messages to a channel   Creating the Automation : Step 1: Create a New Zap  Log in to your Zapier account.  Click Create Zap and enter a descriptive name, such as Community Spam Alert to Slack.  Select Code by Zapier to create a custom workflow.  Choose Python as the scripting language to handle API calls and data processing.   Step 2: Configure the Trigger  Set the Trigger Event to Run Python.        Connect to the Gainsight Community API to fetch recent posts.  In the Python script:        Authenticate using your client credentials to obtain an access token.  Retrieve recent posts from the community, including the following content types:  Questions  Conversations  Ideas  For each post, collect details such as:  User ID  Username  Content Type (Question, Conversation, or Idea)  Post Title or Link  Post Creation Time  Published At (for ideas and discussions)  Asked At (for questions)  Group posts by user and calculate the number of posts created in the last 10 minutes.  Identify users exceeding the defined threshold (e.g., more than 5 posts).  For each user that exceeds this limit, include a field in the Python output such as:    spam = true    This will indicate that the user’s activity is flagged as potential spam and should trigger the next step in Zapier.  Return the flagged user details as the Python output.   Step 3: Add a Filter  Add a Filter by Zapier step.              Configure the filter condition to continue only if spam=true.  Since the Python script adds the spam = true field for users who exceed the post threshold, this filter ensures that only flagged spam activity moves to the next step in the workflow. This prevents unnecessary Slack notifications and makes the automation more efficient.  Step 4: Configure Slack Notification  Select Slack as the action app.  Choose Send Channel Message as the action event.  Connect your Slack workspace.        Select or create a dedicated channel (e.g., #community-alerts) for spam notifications.  Customize the Slack message to include:        🚨 Spam Alert!  User: @Prince User ID: 12345  Posts in last 10 minutes:   Please review immediately.    Test the Zap to confirm that messages are sent successfully.   Step 5: Spam Prevention (Moderation)  If a moderator marks a user as Not Spam, the user can continue posting as usual. The automation continues to monitor future activity in real time to detect any new spam. However, when Spam Prevention is enabled, once a moderator marks a post as Not Spam, the system lifts the posting restriction for that user.  During this brief period (approximately one minute), the user can create multiple posts again, which means there is a chance for new spam content to appear before the monitoring logic detects and flags it again. This behavior is expected and ensures that legitimate users are not blocked unnecessarily, while still maintaining continuous spam detection afterward.  Benefits  Instant spam alerts delivered directly in Slack  Reduced moderation time and faster team response  Improved community quality and user trust  Continuous real-time monitoring for proactive spam control   Conclusion By integrating the Gainsight Community with Slack through Zapier, you can automate spam detection, receive instant alerts, and act quickly to maintain a healthy and active community. This simple yet powerful automation ensures that your community remains safe, engaging, and well-moderated at all times. 

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    Forum|Forum|26 days ago
    jvdbelt
    jvdbeltContributor ⭐️⭐️⭐️⭐️

    Add a status update reply when updating Idea Statuses via the APIDiscovery

    Situation: As indicated in the following topic, when changing an idea's status via the API, no status reply is created. As a result, the user is not actively notified of the status change, and the status transition is not visually visible in the topic.This is, however, the case when changing the status via Control.Idea: My suggestion is to formally provide the option to include a status update reply in the status API — just as would be the case if the status were changed via Control.

    4
    L
    Forum|Forum|26 days ago
    jvdbelt
    jvdbeltContributor ⭐️⭐️⭐️⭐️

    Add a reply when merging an idea via the APIDiscovery

    When merging an idea via the API, no replies are created in the source and target idea.As a result, the user is not actively notified of this merge, and the relations between the source and target ideas are not visible in the topics.This is, however, the case when changing the status via Control:Source idea Target ideaIdea: My suggestion is to formally provide the option to include a reply in the merge idea API — just as would be the case if the status were changed via Control.I understand that the status update part would be left out, since this concerns a different API, but the rest is still relevant.---This idea is related to this one:  

    2
    L
    Forum|Forum|26 days ago
    logan_t
    logan_tContributor ⭐️⭐️⭐️

    Tracking Email Responses in Journey OrchestratorDevelopment

    Gainsight is currently able to report on emails that were opened which have been sent by Journey Orchestrator. However, it would be incredibly helpful if we were able to also report off of if Emails have been responded to, that were sent by Gainsight! Being able to use this information would be exceptionally helpful in Programs, where an email chain might use a Conditional Wait to only send a follow-up email to those who have not yet responded to the email sent by Gainsight. Having this extra granularity would be great! Any idea if this is possible? If so, is there an ETA on when something like this might be available? Thanks for the time!

    27
    vmallya
    Forum|Forum|26 days ago
    zach_davis
    zach_davisHelper ⭐️

    Remove or Branch Participant When They Reply to a JO EmailDevelopment

    Expanding on this idea to remove participants when certain criteria are met — it would be really useful if we could either remove someone or branch them when they reply to an email in Journey Orchestrator.A reply usually means the customer is engaged, and we should stop sending them down the default path (in our case, additional survey reminders). Right now, handling this takes extra steps or workarounds for our Digital CS team. Currently, they’re replying to the survey on the customer’s behalf, which results in bad data.A built-in option to act on an email reply (remove or branch) would simplify things and make the flow more responsive.Would love to see this added — anyone else run into this?

    7
    vmallya
    Forum|Forum|26 days ago
    juan.delrio
    juan.delrioHelper ⭐️⭐️⭐️

    OP option to spin a new question from an existing postClosed (Won't Do)

    Child question or follow-up question statusScenario:A member asks a questionGets a community answerSame member has the option to reply to answer or ask a follow up question A question marked as a follow-up question will be listed as its own post but with the original question linked at the top.  This way it can have it’s own best answer.

    2
    L
    Forum|Forum|26 days ago
    G
    Gainsight Employee ⭐️
    gschardanGainsight Employee ⭐️

    Survey URL field Being Available via Dynamic ProgramsDiscovery

    Currently, with Dynamic Programs the “Survey URL” field on the “AO Participant” object is NULL. This is needed for sending the survey if the user can’t find the email and it needs to be resent and for reporting. Previously, this could be done using the “Survey Participant” object. Survey objects contain the response URL, but there is no way to get the “Survey URL”.  Is it possible to have this field available via Dynamic Programs to continue workflows from previous programs. 

    12
    vmallya
    Forum|Forum|26 days ago
    kelly
    kellyHelper ⭐️⭐️⭐️

    Please Improve Out of the Box Email ReportingDevelopment

    Out of the box reporting for standard industry email metrics does not exist in this platform if you want to be able to slice and dice the data. I have to look to AO Emails to refine by Vertical or Segment, rather than Email Logs, however, it's not intuitive. Email Logs vs AO Emails Sent / Delivered / Total Opens / Total Clicks / Unique Opens / Unique Clicks Email send time (this is equivalent to Delivered) / Email Open Count / Link Clicked Count / Last Email Opened Date / Email Clicked Date I'm not sure how that could be any less intuitive. Plus, Email Logs and these fields in AO Emails do not allow for Formula fields so I can't have a report or a dashbaord that displays these metrics in rates, from what I've tried so far. Email Template Performance Report, found in Program Analytics, would be a great start alas it is nowhere to be found in Report Builder and is missing some key metrics. Please give us standard email marketing metric fields that don't require this type of work around. Related posts: ​Percentage of click rate and open rate of the email delivered through Program​ ​Email Template Performance Report - customize columns

    29
    vmallya
    Forum|Forum|26 days ago
    steve_davis
    steve_davisGainsight Employee ⭐️⭐️

    A/B Testing for JODiscovery

    We are looking for an easy way to split a power list in half to send a message to one sub group and a slightly different one to another sub group to compare the results. Of course, we can set up a flag and populate it. I am just looking to see if we can do it easier than that. Is this something we have considered as a feature for JO?

    29
    vmallya
    Forum|Forum|26 days ago
    E
    Elana CipinContributor ⭐️⭐️⭐️⭐️⭐️

    Reconfigure Query in Active JO (new version)Released

    I’m trying to adopt the new version of Journey Orchestrator, but keep finding areas where it’s not in parity with the old version! In the new version, if your participant list is based on a query, that query can’t be edited once it’s active. It can’t even be edited if you pause the journey. The only solution I see is to clone the journey, make updates in the new, and activate changes in a new program. TL;DR this is a hassle, and time consuming! This is challenging because you have to then manage different versions, potential exclusion list for the new JO to not pull in participants from an old version, you have to monitor the old to make sure everyone has complete before stopping, you have to create reports to get analytics of all versions, etc. Would love to see the flexibility that the old version had, where you can adjust your queries on active JO’s. 

    56
    vmallya
    Forum|Forum|26 days ago
    kelly
    kellyHelper ⭐️⭐️⭐️

    Ability to Edit Journey Orchestrator ProgramsReleased

    I continually hear that this is a commonly requested feature but was surprised that there doesn't seem to be a post specific to this topic (searched by Programs and Advanced Outreach) vs the one off requests for individual program functions.  I have to highlight just how frustrating it is that you cannot edit a published Program (save for the schedule and entry criteria). You can't change the query You can't add or remove a step You can't tweak the settings of a Create CTA step (this required duplicating the journey twice to to try a different setting and then remove the step due to the bug) You can't adjust the wait timer You can't modify the conditions on a conditional wait Nearly every single adjustment to a Program requires duplicating it and then tracking historical metrics manually. This is not just an issue with live Programs but with Programs that are built to test. Since it has to be published to run through the test conditions, any corrections are to be made on a duplicated version. The biggest issue I have found regarding this missing functionality is that you lose any 'once in a lifetime'  or re-entry criteria limitations you set on the original journey. Any time we've had to make a little tweak, either due to addressing bugs or actual changes to our flow, has required duplicating the journey (now on our 4th iteration) and we lose that limitation. There is no native way to prevent someone from re-entering the duplicate journeys. The only way I can think to prevent this is to now go back and edit the logic in the query builder filter to exclude any contact that received a specified email in X amount of days...which is a different space/data set task to incorporate and will require a rework of my entire query AND . . . duplicating the journey.

    36
    vmallya
    Forum|Forum|26 days ago
    atwhite
    atwhiteHelper ⭐️⭐️⭐️

    Analytics - Solved/Open Filter for QuestionsOpen

    Idea: Add filter options in Analytics in the Content and Q&A Dashboards (or as general filters in the Advanced Dashboards lists) to delineate between Solved and Open Questions, including (if possible) page view counts and dates for when questions were marked as Solved.Example: If I access the Content Dashboard, select a date or date range, and filter by Content Type → Question, I want to be able to further delineate Open, Solved, or Both for Questions. This would allow me to see page views for Solved and Open questions during that period. Additional widgets related to “Questions Marked as Solved” during that date range would be nice. Use Case: We rely on customer self-service via Q&A to deflect Support cases. Via generally accepted ticket deflection metrics, we can attribute deflected cases to X amount of page views on both Solved questions and general help content. We are beginning to heavily incentivize members to answer questions and mark them as Solved (or “Best Answer” in our case). It is important for us to be able to see information about questions over time, including which are Open, which are Solved, and to delineate when a question was marked as Solved. Thank you!

    2
    Aleksandra
    Forum|Forum|26 days ago

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