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    Idea Pipeline

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    6164 Ideas

    kevin_ly
    kevin_lyHelper ⭐️

    CTA Rule Action : Field Edibility : Separate Edibility Setting For Rules Engine & UINew Idea

    Posting on behalf of a customer. Currently to get fields to show up in the “Additional fields” section in the Call to Action action in Rules Engine.  CTA field would need to be marked editable within a given CTA Layout Configuration on a given CTA Type. However that same field “Editable” Setting is used to allow an End User or CSM to modify the same field. There are use cases where the field is only meant to be set by an automated method like rules engine, but isn’t meant for CSMs to edit, such as NPS Score and NPS Respondent Email. Therefore it be good to have a additional check box to allow edit from “Rule Engine” and another check box for “UI Editability”.

    7
    angela_domenichelli
    Forum|Forum|1 year ago
    cameron_wright
    cameron_wrightGainsight Employee ⭐️⭐️

    Adding Reporting Categories CTA StatusNew Idea

    I have a customer that would like to be able to add to reporting category for the CTA Status.  They would like to be able to add custom ones outside of the Open, Closed Won, and Closed Lost. 

    7
    angela_domenichelli
    Forum|Forum|1 year ago
    benwanless
    benwanlessContributor ⭐️⭐️⭐️⭐️

    Allow Tokenization of User Groups for CTA AssignmentNew Idea

    User groups are great for round-robin assignment of CTAs, but if you have a single journey/program where CTA assignment to a user group you end up having to duplicate the “create CTA” step of the journey for each User Group that can possibly get the assigned. I would like to tokenize the User Group (or use a ‘User Group GSID’) for assignment of CTAs so that the creation of Program (and Rules) for our digital customers will no longer need duplication of the Create CTA step, reducing build times and required maintenance. Best,Ben Wanless

    2
    dayn.johnson
    Forum|Forum|1 year ago
    JayS
    JaySHelper ⭐️

    Create Sub-Categories in Knowledge BotOpen

    We would like to be able to create sub-categories in our knowledge center so the first view isn’t as overwhelming for the user. Some of our current categories could be grouped into a broader category so the user could more easily click-through to find what they need. For example:Additional Training ContentRelease Notes Video Tutorials Documentation 

    3
    Forum|Forum|1 year ago
    ChetDeltekContributor ⭐️

    Built in PX option to anonymize PII for all users at the account level.New Idea

    With the growing concerns around data privacy, we’re experiencing more and more feedback asking us to anonymize their data. While we can develop this solution from within our product it requires engineering to manage all of it which leaves the PX admin out of the loop, and it’s just easier for us to disable Gainsight tracking altogether.  It would be great if we could whitelist/blacklist accounts in PX which would encrypt certain attributes.

    1
    Forum|Forum|1 year ago
    mobrien14
    mobrien14Helper ⭐️

    Allow for the Embedding of Company Spaces on External SitesNew Idea

    Totally get this likely being a unique use case but wanted to toss the idea out there.As we’ve begun to explore spaces within our sandbox to test configuration & use cases for our various teams, one of our Directors of CS asked about the possibility to embed a customer’s spaces page on our company’s native reporting UI (likely using the SFDC ID/GSID as the identifier).The reason behind his as is that, as the source of truth of our customer’s to check platform metrics & usage, it would be advantageous for a customer to also have access to their Success Plans & CSM’s notes - especially in instances where those plans are aligned to increase a feature’s usage/adoption or around the onboarding of a product (i.e. “To get set up, here are some tasks to take in the platform...”Ultimately, we want to ensure that we aren’t directing a customer to too many places (Native platform UI, knowledge base, non-Gainsight community, and now spaces) if we can consolidate them.

    0
    mobrien14
    Forum|Forum|1 year ago
    andybuchanan
    andybuchananContributor ⭐️⭐️⭐️⭐️

    Ability to migrate pre-built sectionsNew Idea

    When using x-org 2.0 it would be very useful to migrate prebuilt sections.  This would allow for quicker deployments to be made.

    0
    andybuchanan
    Forum|Forum|1 year ago
    wendy.rContributor ⭐️

    CSQA (Customer Success Qualified Advocate) Object/FormNew Idea

    Create an object similar to CSQL (Customer Success Qualified Leads) for CSQA (Customer Success Qualified Advocacy) to be displayed in the company 360 section. Need the ability to add/edit fields and linking with contacts similar to CSQL.  This would be a CSQA form where the CSM nominates the contact for one or more types of advocacies for Marketings review/consideration.We would then integrate with a custom Salesforce object which would create a queue for Marketing to work on. They would either accept or reject. If reject, the rejection reason would sync back to Gainsight. If accepting they would vet each type of advocacy and update the contact record with the accepted types. This would then sync back to Gainsight on the contact record.

    0
    Forum|Forum|1 year ago
    ashleyatpayscale
    ashleyatpayscaleContributor ⭐️

    Report filters used in drilldownNew Idea

    I want to have the ability to have drilldowns reflect the filters I have used to generate reports. For example, if I have a column line chart showing opened vs sent emails by month I want to be able to click into a section (such as COUNT of opened) and be able to only see the participants that fit that criteria. As it exists today, drilldowns show all participants regardless of the filter used to generate the report.

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

    Bulk Action for Assign Moderation Label in Moderation ViewsReleased

    Similar to these, but for selecting a specific Moderation LabelBulk actions when selecting multiple topics in moderation views 

    3
    DannyPancratz
    Forum|Forum|1 year ago
    sbraggContributor ⭐️

    Drag and Drop (Attachment) CapabilityNew Idea

    It would be nice to be able to drag and drop an attachment - once an activity is created; instead of having to download an attachment to our PC’s/OneDrive and uploading it to the activity.  

    0
    Forum|Forum|1 year ago
    billrlarseniiiContributor ⭐️⭐️⭐️

    Associate Success Plan with Customer Goal via RulesNew Idea

    We are starting to look more at the Customer Goals feature. It seems that we can use rules to both create a Customer Goal and to create a Success Plan for that Goal, however there’s no way for us to associate the two, short of taking an additional step of going to each individual Customer Goal and associating the newly created Success Plan manually.If we have prescribed Success Plan templates for specific types of Customer Goals, it’d be nice if we could pre-populate the goal with the corresponding Success Plan. Requiring a manual intervention to associate the two would likely be a non-starter for adoption of the feature for us.

    2
    waynedilworth
    Forum|Forum|1 year ago
    spencer_engel
    spencer_engelExpert ⭐️

    Allow editing of out of the box fields in standard MDA objectsNew Idea

    Is there a reason we can't edit standard fields, particularly in the Company object? For example, renaming ARR is not possible, but it is in the Customer Info object of course. So my customer renamed it to Annual Account Value in Customer Info and wants to reflect that same naming convention in the Company object to avoid unnecessary confusion.

    12
    spencer_engel
    Forum|Forum|1 year ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Pin Reply for ArticlesOpen

    This exists for ideas and conversations, but not for articles.Use Cases:User Generated Content that you want to be an article  Often users might post the equivalent of a blog or article as a conversation We have the tools to convert to an article if we want to treat it as such for analytics and other settings (like content helpfulness), etc.  There may be notes from the Admins or Community Managers that you want to pin as embedded in the article itself, rather than editing the user generated post.  And a highlight is less desirable as it would sit below the content helpfulness etc.  Temporary updates or notes on a KB article Maybe there’s a known issue or a small update that’s best to share as a reply (triggering system emails), but that you also want to highlight visually within the post itself without editing the post Maybe there’s a specific related topic or event that you want to highlight, or an Academy course that lives in another system. 

    1
    Forum|Forum|1 year ago
    cassk
    casskContributor ⭐️

    Topics: Deeper, exportable insights or Executive Brief creationNew Idea

    Current State: Topics reports show you the total number of mentions and the overall color (sentiment) about the topic. When clicking into the topic, you can manually click into each flagged engagement, and see an overall ai summary about the topic. However, it is a very manual process to review each item, and some items are misflagged as associated with the topic. Analyzing and sharing insights is time consuming, manual, and lacks impactful insights.What we’d like to accomplish with topics: Creating a 1-2 page brief that can be shared with internal stakeholders (executives, CS Leadership, Cross-department leaders) with an overview of the topic with deep and actionable insights without having to click into every flagged customer communication.What we’d like included:AI Summary (existing) Total Customers impacted (existing) Total Customers impacted over time (new) Ex: 45 customers this quarter (+30% QoQ) Customers who have mentioned the topic/issue multiple times (new) MoM or QoQ changes for the topic/issue (new) Ex: 250 mentions this Quarter, 40% increase QoQ Topic (talking point) or Issue (New) Sentiment breakdown (New) 15% Postive 30% Neutral 50% Negative 5% Extremely Negative Sentiment breakdown overtime (new) 15% Postive (+5% QoQ) 30% Neutral (+10% QoQ) 50% Negative (-12% QoQ) 5% Extremely Negative (-3% QoQ) Customer Examples (New) Call transcript quote, email quote, support ticket examples Example for each sentiment (positive, neutral, negative) Customers who may be open to speaking about the topic (ex: meeting with product about use cases, feature requests, etc) Optional AI Suggested Improvements/Recommendations (New) Ask ai: “add to brief”- ability to ask questions and add the answers to the brief  

    0
    cassk
    Forum|Forum|1 year ago
    john.cowles
    john.cowlesHelper ⭐️

    Support authentication through YubiKey when used in conjunction with the built-in browser.New Idea

    Support has shared that the current version of the Gainsight application does not yet support authentication through YubiKey when used in conjunction with the built-in browser.  This idea is to provide support for this configuration.  Today, we are not able to login to the mobile app due to this issue.  So unfortunately, we are not able to use the mobile app at all.  This limits our ability to encourage the use of Gainsight outside the office.  

    0
    john.cowles
    Forum|Forum|1 year ago
    carla.andrebrownContributor ⭐️

    Ability to lock filtersNew Idea

    Current state I have to enter all of the same data every time I want to use the analytics feature. It would be great if we could lock it and have the same filters set whenever we return to that report. Even better is if we could save specific variations of the filters and select which one we’d like to see.

    0
    Forum|Forum|1 year ago
    cweber
    cweberContributor ⭐️

    Add "Impersonate a Learner" Feature for Gainsight CENew Idea

    I’d like to propose a feature request for the Gainsight CE (Customer Education) product: the ability for Admins to "Impersonate a specific learner."The ability to impersonate a specific learner would be extremely beneficial for several reasons:Enhanced Troubleshooting: Admins could directly experience and diagnose issues learners might encounter, leading to more effective problem resolution. Improved User Experience Testing: By simulating the learner experience, Admins can ensure that courses and content are functioning as intended and make necessary adjustments before learners encounter issues. Better Understanding of Learner Perspective: Admins would gain insights into the learner’s journey, helping them to optimize content and workflows based on actual user experience. Support and Training: Admins would be able to provide more detailed and accurate guidance to learners, as they can walk through processes exactly as a learner would.I’ve seen a similar request for Gainsight CS, and I believe this feature would greatly enhance the effectiveness of Gainsight CE as well.

    3
    Forum|Forum|1 year ago
    sarahmiracle
    sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

    Ability to view sent emails from Gainsight (internal use email activity log)New Idea

    Logging emails to Timeline is a great way to 1) provide visibility into automated communication for an account and 2) validate the formatting, recipient details, send status, open status, click status of emails internallyHowever, not every email needs to get logged to Timeline. For example, User programs don’t log to Timeline, that doesn’t make sense -- however, internally, we still want a way to SEE that email that was sent. I can pull a report to confirm it was sent, but I don’t actually see the email, what it looked like, the content, the tokens, the report data, the links…..Gainsight should have a feature that allows you to view sent emails for all emails sent in a format that looks like the actual email so an admin can troubleshoot content, formatting, etc. Use cases:Launch new User program and want to confirm email sent correctly with the correct tokens, data, report data, etc Included in the NPS survey program, send an email to the CSM when a response comes in. Ability to view that sent email to validate it has the correct tokens, data, etcEssentially, when an email gets sent, if it’s NOT logged to timeline for any multitude of reasons, an admin has nothing they can use to validate it. It limits our troubleshooting capabilities if something were to go wrong or an issue is reported. 

    4
    sarahmiracle
    Forum|Forum|1 year ago
    Surendra
    SurendraGainsight Employee ⭐️⭐️

    Support for Custom Image Shapes in Badge for EngagementsNew Idea

    We’d like to request an enhancement to the current badge engagement functionality. While using an image within a badge to represent a button on a website opens up many creative and functional use cases, the current restriction of rendering the image strictly within a circular frame is limiting. This constraint acts as a bottleneck when trying to fully leverage badges for more advanced or custom use cases.As a workaround, we attempted to simulate this by creating a dialog step with a custom button styled as an image within the HTML. However, we were unable to completely remove the visual shadow or elevation effect of the dialog, which breaks the visual consistency of our design.Allowing badges to support custom image shapes—such as rectangles or squares—would significantly expand the flexibility and use cases for this feature. For example, this enhancement would enable: Running lightweight surveys using image-based badges Collecting user roles or goals in a visually appealing way Displaying persistent image-based call-to-actions Gathering feedback with more intuitive and branded UI By removing the image shape constraint and allowing full customization, the badge feature can become a powerful tool for both engagement and user research.We appreciate your consideration and look forward to the possibility of this enhancement.

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

    Set Criteria in Participant Configuration to Knock Off Once Certain Criteria is MetNew Idea

    Use case: We are running a lot of programs where the customer’s call to action is to set a meeting with the AM or CSM.  Currently, this relies on either the AM/CSM telling us the meeting has been scheduled/completed OR setting up a ton of conditional waits.  There are also other instances where we might be sending low usage emails, and want to remove a participant once their usage improves.  Again, this can be done, but results in a lot of conditional waits.Idea: Similar to how you can add an exclusion list, what if you had a section in the Participant Details page that you could tell it when to knock someone off.  Similar to the Calculated Fields section where you could select the criteria, and then, direct an action to happen.Example: I want to remove a participant if a certain type of Timeline activity is posted, so I would select the Activity Timeline object, and then, set up my filters accordingly to look for a new activity of that type, and then, once that happened, the participants for that company would automatically be knocked off. 

    10
    zach_davis
    Forum|Forum|1 year ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Support multi-select picklists in Evaluate Stages in Dynamic JONew Idea

    Hey allI logged a ticket about this a while back and flagged it within the beta but seen as it doesn’t seem to be getting traction, posting here as it’s one of those big blockers and hinderance in Dynamic JO:Calculated fields don’t work on multi-select picklists (them again!!!).  The challenge: It’s pretty frequent for multi-select picklists to be used in Gainsight, to qualify / assign roles to contacts (for example). It’s equally frequent to want to tailor a message or an experience based on that person belonging to a role or another.But it’s impossible to do so (without lengthy queries converting multi select picklist into boolean attributes - WHY would I have to go through that pain unless maybe we can have an auto conversion of multi-select picklist to booleans?)It’s also tricky to use an EQUALS operator as will it take the GSID for that value of the display name? Guessing GSID and then we go down the eternal annoyance of figuring out GSIDs for dropdown values. The need: Multi-select picklists need to be supported as evaluation criteria in calculated fields. That’s it. That’s the ask. #themultipicklistsong @darkknight 😅

    3
    alizee
    Forum|Forum|1 year ago
    Gainsight Employee ⭐️
    rsayedGainsight Employee ⭐️

    Unable to apply the Company ID filter if the Company lookup or Company ID field is not available at the top level in the Homepage Configuration.New Idea

    When we Add any widget on the homepage, our system checks the Company GSID lookup or Company ID field available at the top level Adding the Company ID to the report is not mandatory. However, if the Company ID is present in the object either as a direct field or as a lookup to the Company via a direct field, the filter will work correctly, allowing the user to select the Resolution field. Below is the reason for Second or third level support not provided? Most objects in Gainsight Home connect to the Company either through a direct field or a lookup that directly references the Company. Resolving multi-level Company ID references can lead to performance issues , as resolution should only include the Company ID or fields that directly reference the Company. This is the preferred approach for both companies and relationships. To support multi-level references, opening a field tree and displaying only Company ID or Company reference fields would require specific UX changes and customisation for rendering the object field treeCC: ​@pgeorge 

    3
    Ester.Memoli
    Forum|Forum|1 year ago
    ashapiro
    ashapiroContributor ⭐️⭐️

    Customize Sort Order of Global SearchNew Idea

    We’d like the ability to choose which objects appear first in the sort order. Our team works primarily off of the Relationship so having Relationships appear before Companies and Person records would help drive efficiency and save clicks/scrolling for our users. 

    2
    revathimenon
    Forum|Forum|1 year ago
    darkknight
    darkknightExpert ⭐️

    Dashboards: Allow mapping to the same field for multiple Global FiltersNew Idea

    We have dashboards that are intended to be surfaced for multiple user types (for example CSM and RSR). I am unable to have two (or more) global filters that each map the Call to Action → Owner → GSID for a CTA based report, in order to allow either/or/both to have CTAs owned by different users to be displayed.. I can only set it up on one and then I get this error when trying to set it up on the second: Need to have the ability to map the same lookup to multiple users within the same dashboard.

    6
    romihache
    Forum|Forum|1 year ago

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