Product Ideas | Gainsight Community

6164 Ideas

marionmungcalContributor ⭐️⭐️⭐️

Copilot to include all other activity types beyond just meetings and emailsNew Idea

It would be ideal to be have Copilot be able to return insight on other activity types as well. In our organization we use Milestone types for service reviews and other important milestones and currently Copilot does not return any of those data.

Forum|Forum|1 year ago

dcassidyHelper ⭐️⭐️

AI Follow Up - Add an "Assign to Me" buttonNew Idea

My CSMs are starting to use AI Follow Up (through record/transcribe within Staircase) more often. The Action Items (where they can assign tasks) is gaining traction. As it’s set up now, my Ops team is getting tickets stating that Gainsight can’t find them (when they’re the meeting organizers) due to the message in red. There is also a slight delay from when they start typing, which causes additional confusion. It would be a small, but impactful, time-saver for my team if there was a button labeled “Assign to Me” similar to what Asana does. Asana Example:

Forum|Forum|1 year ago

rschletteExpert ⭐️

Rethink Analytics : Viewer Role-based Permission Set in PXNew Idea

Gainsight PX dashboards allow us to surface important adoption details on reports like Funnels and Retention analysis that can not be shared through CS integration, or easily recreated in CS reporting. In order to provide access to PX dashboards, we use the Role-Based access controls in User Management. Most commonly, we deploy Analytics:Viewer permission to allow users to view dashboards. Intuition would tell us that this permission set is a read-only role, but that is not the case. As documented, the Analytics:Viewer permission includes user permission to “create dashboards”. I understand that allows users to clone and customize PX dashboards, but it also creates a big change management problem in our organization’s PX tenant. The problem: if users create dashboards (clones or new dashboards), they can create PX dependencies in reports and filters, including user and account attributes, and product mapper features. So if we have a few dozen users with the lowest level Analytics permissions, called ‘Viewer’, they all have the ability to create a network of dependencies that block and delay changes to the User and Account objects, as well as the product mapper. It’s important to note that PX Admins can not resolve these dependencies, and are required to either contact each PX user and request that they be resolved individually, or contact support to have them resolved. The ask (1 AND 2) OR 3:make the Analytics:Viewer permission truly read-only use the currently unused Analytics:Editor permission to extend Viewer permission to include ‘create dashboards’, OR allow Full Admin users in PX to resolve/remove any dependency (e.g. admin users can not currently delete a product mapper feature that an Analytics:Viewer user has in a dashboard filter. They have to find that user and request they make the change to the filter)

Forum|Forum|1 year ago

GurijalasaikiranGainsight Employee ⭐️

Issue in Exported Report Data – 'Date' and 'Currently' FieldsNew Idea

The issue seems to be specifically with the data being exported to CSV and read in Excel. Date fields are not being assigned as Date fields in Excel and thus cannot be sorted or pivoted on. Additionally, Currency Fields are not coming in as Currency fields and those are coming with currency ISO codes. This is causing a lot of extra work on their end to clean the data before they are able to use the exported data.

Forum|Forum|1 year ago

juan.delrioHelper ⭐️⭐️⭐️

Subcribe to Individual Product Categories in Product UpdatesNew Idea

Customers want updates only for the products that they use, when you have a large suite of products, we need to provide the flexibility to provide the customers the updates that they need without flooding them with updates they do not.

Forum|Forum|1 year ago

pveeravelliGainsight Employee ⭐️

load the Description and Replies of posts into the Community Content object in CSNew Idea

Customer would like to see the Description and Replies of posts into the Community Content object in CS, in addition to the Subject field which is already being captured.

Forum|Forum|1 year ago

andreammeldeHelper ⭐️⭐️

Ability to use Company lookup fields on Timeline layoutNew Idea

We have fields on our Company object that a CSM uses to track the “sentiment” or “health” of a customer as Red, Yellow, or Green. We want to be able to redisplay this when a Timeline entry is created so that our CSMs have an opportunity to “confirm” the “sentiment”. This also gives us a timestamp in to feed to our Health Score if the data has not changed, but the CSM reviewed. Currently, you cannot create either a lookup field or have a default lookup to the Company object

Forum|Forum|1 year ago

sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

Set display options for manual Milestone Type in TimelineNew Idea

As a Gainsight Admin, if you want to track milestones using Rules Engine, these are “Manual Milestones.” As a Gainsight User, if you want to log a milestone to timeline manually, these are “Manual Milestones.”Issue: Manual Milestone types assumes that 1) the admin needs it for logging to rules engine AND 2) the user needs it to log manually to timeline. Turning “on” a manual milestone automatically makes it visible/accessible to the user in Milestone Type picklist on Timeline.Why this matters: There are milestones that I want to automatically log for my CSMs, and I have to use Manual Milestones for these. However, a CSM should ONLY see milestone types that THEY are responsible for logging to timeline manually. They shouldn’t see the milestones that I’m already automatically logging for them using Rules Engine.User Stories:As a Gainsight User, I only see the Milestone Types that are relevant to me when logging a manual timeline milestone. As a Gainsight Admin, I am able to configure which active Manual Milestone Types are available in Timeline and which are not.Use Case: We use Manual Milestones to automatically log milestones to relieve the administrative burden from our CSMs (eg...Opportunity Stage Change, Risk Identified, Risk Resolved, CSM Sentiment Changed). The only Milestone Type that a CSM user logs themselves is “Verified Outcome Achieved.” Therefore, this should be the only Milestone Type they see when they log this milestone.

Forum|Forum|1 year ago

danielwal_cocoContributor ⭐️⭐️⭐️⭐️

Toolbar in Knowledgebase EditorNew Idea

First, the dual-vertical scrollbars are maddening - possibly the worst design ever.Second, when I’m editing an article, the toolbar regularly scrolls out of view and I have to re-scroll back up in the main window. Figure out a better editing workflow/interface PLEASE. :)

Forum|Forum|1 year ago

emillerHelper ⭐️

Ability to control sort order of Custom Views in ControlNew Idea

Apologies if this idea has already been suggested - I tried to search for it but didn’t find one! I use a series of custom views in CC Control for my community management workflows. I use some views frequently, and others only occasionally. I would really love some way to change the sort order of these views so I can keep the most recently used at the top. I find myself having to avoid creating new views since it makes it harder to access the ones I need most as the list gets longer. I tried re-purposing existing views by editing a view that I wanted to keep in the same position on the list, but after renaming the view it was placed in a different, seemingly random position on the list. If it cannot be done explicitly, it would be really great if these were sorted based on usage, ID, or something we could directly or indirectly control. Any workarounds would be welcome short of deleting and rebuilding the whole list. ;-)As an example, here are the views I use today:My Open items - via labels+assigned moderator (this is basically my queue of topics assigned to me, used daily) Moderator queues - labels+assigned moderator (one view for each moderator containing their open items, used as needed) Unassigned open items - labels+unassigned (for auditing, used occasionally) Questions views (Answered, Unanswered - used monthly for metrics) Product Feedback topics I’m tracking - via tags (used monthly for metrics) Escalated topics - via tags (used monthly for metrics) My Closed items - via Labels (for auditing, used as needed)

Forum|Forum|1 year ago

rplockiGainsight Employee ⭐️

Ability to @mention someone on an account page within ST regarding a lifecycle event,etcNew Idea

Skai’s Evandro carvalho global cs and growth: evandro.carvalho@skai.io - SF said we used to have a feature where you could communicate within ST and it was his favorite feature. He would love to have a similar functionality available again, becasue now he has to screenshot or send a link via slack and its a more time consuming process to have to leave the ST app.

Forum|Forum|1 year ago

meera.rContributor ⭐️

Request for Gainsight EMM appNew Idea

Hi Team, We use the Workspace ONE Mobile Application Management (MAM) to manage and secure applications on our mobile devices, so would be really helpful, if we have a managed App available for Gainsight Mobile.Can you please let me know if we have anything in pipeline for the above ?

Forum|Forum|1 year ago

shiv_kumar_katiyarGainsight Employee ⭐️⭐️

Dropdown list item with single quoteNew Idea

Hi There, Currently, when you create a dropdown-list item with a single quote, the following message pops-up. Although one understands the validation but this becomes a problem when you have mapped this field in SFDC connector sync job and in SFDC picklist value contains single quotes etc. So are there any thoughts to allow dropdown value with single quotes because in SFDC picklist, we can have values with single or double quotes. For now the only work-around is to have a String type in MDA mapped to such picklist.

Forum|Forum|1 year ago

ahustonContributor ⭐️⭐️

API Post Attempt Failure Alert NotificationsNew Idea

We recently had an issue where API posts to Gainsight from another internal system were failing. Unfortunately, our failure notification alerts configured in the other system didn’t function as expected - we didn’t receive any alerts. This caused several weeks to go by before this issue was manually caught by us. We checked with Gainsight Support if there a way to be alerted on the Gainsight side if API payload posts to Gainsight are failing, and Support confirmed that currently there is no way to get alerted about API post failing on the Gainsight side, but agreed it’s a great idea and recommended we create a Community post for this enhancement. We feel it would be immensely helpful to all Gainsight customers if this type of alert functionality were available.

Forum|Forum|1 year ago

Julia.HaubrichContributor ⭐️

Mark articles as "read"New Idea

Hello,we’ve received feedback from our customers asking whether it’s possible to mark articles as "read" once they’ve been viewed. This would help users easily identify which articles they’ve already seen and avoid unnecessary repeat clicks.Thank you!Best regardsJulia Haubrich

Forum|Forum|1 year ago

waynedilworthContributor ⭐️⭐️⭐️⭐️⭐️

Customer Goals Work Progress Should Exclude CTAs with Closed Status that have a Negative or Netutral resultNew Idea

Currently Customer Goals only show Work Progress as Percentage of associated CTAs [or Success Plans] Closed/total.If we close a CTA as “Closed Invalid” or “Closed No Success” or “Closed No Action” - customer goals counts that as progress toward the goal. So any CTA closed with a negative result appears as a positive on Work Progress.More detailed example - Customer Goal has 1 Associated Open CTA. Work Progress for the Goal is 0%. If I close that CTA with a Negative Result - i.e. “Closed No Success” - then the Work Progress for the Goal moves to 100%.

Forum|Forum|1 year ago

HollySimmonsHelper ⭐️

Set a default owner for CTAs when assigning to a User GroupNew Idea

Currently when assigning a CTA to a User Group there is no option to set a default owner, when we have Dynamic User Groups this means that CTA’s could go unassigned if no-one currently fits the profile for the User Group and therefore the group is empty. If we can set a Default Owner we can ensure that the CTA is assigned out regardless.

Forum|Forum|1 year ago

michael.beckerContributor ⭐️

Playbook task branchingNew Idea

We are seeking a way to create tasks based on the results of a previous task within a playbook.For example, a CTA playbook might begin with these tasks:Internal Discovery and Outreach Email CustomerWithin that “email customer” task, we should be able to select a task resolution option rather than simply clicking the completed checkbox:They responded - everything is good right now They responded - they have a roadblock that we need to escalate They didn’t respond after 5 days - we need to follow up with themDepending on which option you would select above, subsequent tasks would then be added to your CTA playbook.

Forum|Forum|1 year ago

Joel.NisbettContributor ⭐️

Branching logic in PlaybooksNew Idea

I would love the ability to build branching into our task Playbooks. For example, the first task may be to email the customer, but subsequent tasks are dependent on whether we receive a reply and what is contained in the reply. If no response within a few days, then the next task may be another email or a series of un-ghosting tasks. But if we get a response then that task is pointless, and instead we may proceed with scheduling a call, etc.

Forum|Forum|1 year ago

VBennyGainsightContributor ⭐️⭐️

Dashboard time range based off times relative to todayNew Idea

Currently, Gainsight custom dashboards allow you to have time ranges for data for the “Previous X Days or Months”. For example, if you have a dashboard to show the # of Active Users Over the Previous 6 Months, and it’s July 23rd, it will show the data from January 1st to June 30th. This is great for showing historical, non-live data, but is not great for monitoring or showing stakeholders the current state of your application activity.We would like it if Gainsight had a “Last X Days or Months” filter, that would populate it with data relative to today and update that date range every day, ideally inclusive with the current date. With this filters, the # of Active Users Over the Previous 6 Months on July 23rd, it would be January 23rd to July 23rd. When you log in again on the 25th, it would be January 25th to July 25th.As it is, we are considering using Domo (which does have this filtering) for most of our product dashboards, and are unsure how to get the best use out of it.

Forum|Forum|1 year ago

TommyContributor ⭐️⭐️⭐️

Success Plan Timeline ActivitiesNew Idea

Our team is looking for the ability to link timeline activities from the global timeline view and/or the C360 timeline view directly to a specific success plan. The use case is that they might be working with one customer that has multiple success plans and would like an easier way to navigate and log these activities ( currently you have to navigate to the success plan itself to log anything at this level)

Forum|Forum|1 year ago

romihacheVIP ⭐️⭐️⭐️⭐️⭐️

Allow a "select all" checkbox (report builder, dashboard builder, rules)New Idea

I can think of several use cases for this:Organizing/deleting reports or rules, emptying the trash, restoring all contents, selecting all to unselect a few because it’s more efficient. For example, let’s say you want to move all contents from one folder to another: you select the first, the second, and then for the third, you miss the click for 1 mm, clicking outside the box. That will cause the report to open, and when you go back, all reports are unselected again. The same behaviour happens in rules engine and report builder. The other thing I would like to point out is that the order breaks when this happens, going back sets the landing page to the default view again. It would be great if the latest view set by the user was respected. Suggested addition: select all checkboxThis is a small ask but a nice win on the admin quality of life front.

Forum|Forum|1 year ago

TMaierHelper ⭐️

Make "Participant Activity" Subreport Available in All OOTB Program Analytics WidgetsNew Idea

Working in Dynamic JO Analytics and I noticed that the “eyeball” icon which opens a super handy Participant Activity subreport is only available in the “Participants” widget drilldown (and slightly hidden, even there). The same icon is not available in any of the other (very similar) widgets in the same Analytics dashboard. This little report is SO handy when reviewing individual Participants in the lists, and it’s a huge pain to have to cross-reference another widget on the same dash just to get to it. Please add this functionality to all widget drilldowns in the Overall Performance summary ribbon.

Forum|Forum|1 year ago

danielwal_cocoContributor ⭐️⭐️⭐️⭐️

Knowledge Table of ContentsOpen

The Table of Contents widget should ALWAYS be visible. When someone is viewing an Article/Topic, it is replaced by Related Topics - that’s not helpful, the TOC would be MORE helpful to most users.Make this widget available on the Article view, please.It would ALSO be better if it was on the LEFT side of the screen, like every other help site/platform in the world...

Forum|Forum|1 year ago

KateContributor ⭐️⭐️⭐️⭐️⭐️

Need the ability to schedule JO Conditional Wait & Wait Timers for a specific date/timeNew Idea

Hello, Our team needs the ability to send our JO programs at a specific Date/Time in JO. Ideally we want the ability to combine this with a conditional wait so that a certain criteria would have to be met AND it would have to be the specified date/time chosen. Currently, once the condition is met, the subsequent step (e.g. email) will trigger in JO. We want to be able to wait until the condition is met AND it’s the specified date (i.e. when condition = true AND date = Friday AND time = 9 am EST) Our use case - we want to remind only the people who have not already taken a survey that it’s the last day to take that survey. The survey closes on Friday at 5pm EST. Thanks!

Forum|Forum|1 year ago

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6164 Ideas

Copilot to include all other activity types beyond just meetings and emailsNew Idea

AI Follow Up - Add an "Assign to Me" buttonNew Idea

Rethink Analytics : Viewer Role-based Permission Set in PXNew Idea

Issue in Exported Report Data – 'Date' and 'Currently' FieldsNew Idea

Subcribe to Individual Product Categories in Product UpdatesNew Idea

load the Description and Replies of posts into the Community Content object in CSNew Idea

Ability to use Company lookup fields on Timeline layoutNew Idea

Set display options for manual Milestone Type in TimelineNew Idea