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    Idea Pipeline

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    6164 Ideas

    Stuart.cruttenden
    Stuart.cruttendenContributor ⭐️⭐️⭐️

    Customization mode available across sub-categories overview screen.Open

    Hi All - Our team would love to start to style the sub-category overview pages to assign images and/or pull images from the sub category banners themselves. Along with adding description and/or title to the selector. Such as ‘Select a discussion areas’ Are there any plans to enable the 'customise' tab across these pages in the future?  

    3
    Sudhanshu
    Forum|Forum|1 year ago
    Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️

    dynamic content widget - adding content type>eventOpen

    We started to play around with this the past few weeks. However, some of the custom pages we are trying to build are around webinars and our lunch and learn program.  But with the dynamic content widget we are unable to add the "content type > events." Which is what we need for these pages.   We do not want to manually change it each week. So, we thought about the dynamic widget and found that "event type" is not supported. 

    1
    Sudhanshu
    Forum|Forum|1 year ago
    Sahra
    SahraContributor ⭐️⭐️

    Related topics list below the new topicOpen

    When writing the title for a new topic, a list of related topics appears below. the interaction in the user interface is a bit frustrating as it is suggesting some titles for my topic, but they are links that open in another tab. The related topics box does not go away even after the focus is moved to the Description input box, which makes the page a bit long.Can this feature be added or can this be changed?

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

    Please improve Product Area in Gainsight CommunityReleased

    Please improve this:  This isn’t even all of it. It’s a massive list you can’t scroll or search and is really just overall poorly executed from a UX/UI perspective. Please put in a scroll bar, primary and secondary pick lists or something. 

    5
    Sudhanshu
    Forum|Forum|1 year ago
    KellyBebenek
    KellyBebenekHelper ⭐️

    Left Navigation option for CommunityOpen

    It would be great if the Community Home Page had a left navigation option. We have to pack a lot in the top navigation and we get feedback from customers it’s hard to find things or easy identify where to go next when they are new to the community.  Here is an option of a left nav that I saw in another community that I really liked.  

    1
    Sudhanshu
    Forum|Forum|1 year ago
    Daniele Cmty
    Daniele CmtyHelper ⭐️⭐️

    Dynamic content widget: add "role of topic creator" as a filtering criteriaOpen

    Hi there, we use some dynamic content widget to highlight some interesting content from our users from certain categories (e.g. most views).The problem is that we would like to exclude our own posts (from our Moderators) in those categories and so far there is no option to do that. Being able to filter in  or filter out by criteria such as custom role or primary role of topic creator would help a lot! There might be a different solution or workaround (e.g. filter by Moderator Tags as explained in the following idea.Ultimately we want to have some control about which kind of posts to exclude from the dynamic content widgets. 

    3
    Sudhanshu
    Forum|Forum|1 year ago
    Jef Vanlaer
    Jef VanlaerHelper ⭐️⭐️⭐️

    Adjust size of quick linksOpen

    Quick links -while very valuable- currently take up a lot of space on a community homepage. As visitors typically glance over a page for a brief period of time before clicking something, we would like to adjust the size (mainly height) of the quicklinks so visitors also get to see the topics overview directly when entering the home page.Some considerations:Image would be smaller (lower height) Description could be omitted (if already part of the image) or also made smallerI know all of this is probably possible with custom css or an html widget, but it’s very hard to keep this consistent over different screen sizes or when changes are pushed to the community. I’m open for suggestions on best practices around this though...

    1
    Sudhanshu
    Forum|Forum|1 year ago
    Molly.McQ
    Molly.McQHelper ⭐️

    Expanded Filtering Options for Targeted Slack InsightsNew Idea

    Our team is in need of the ability to filter insights delivered via Slack by data that is not available via the existing OOTB filters within theStaircase AI notification settings (i.e.,Team or Manager).While Staircase currently supports pushing events, insights, and AI summaries to a dedicated Slack channel, it is not currently possible to filter by CS Team or Manager- fields that, in our org, exist as subfields of the Company-based CSM data. Filters are available for User, Account, tier, etc., but these options are not sustainable for us long term- account ownership can change frequently (within and across teams), new users and accounts are regularly added, and most of our teams support customers across multiple tiers.Our primary use case is to surface team-specific insights in their respective Slack channels, rather than funneling all insights into a single centralized channel that team leads must manually sift through. This approach significantly reduces visibility and undermines the value of real-time alerts.While Staircase does offer a default filter for Owner, this only captures a portion of our team structure and does not reflect how our CS org is organized. In our instance, Team and Manager are subfields within the Company > CSM data object. These fields provide a more accurate representation of our internal setup and would serve as a much better foundation for targeted insight configuration/delivery.Ideally, we’d like the ability to filter Slack notifications using these existing Team or Manager fields, rather than relying on the OOTB filters, which don’t meet our specific use case. Essentially, having greater control of these OOTB filters would be key to improving our ability to filter notifications as desired. This would reduce noise, improve clarity, and eliminate the need for ongoing manual filter updates as team structures evolve (or whatever other filters an admin would like to utilize beyond those currently offered OOTB).While I’ve referenced the Team and Manager fields as ideal examples based on our setup and use case, the broader need is for greater flexibility and control over which fields can be used to filter Staircase based Slack notifications- particularly fields that are not currently available OOTB. This enhancement would allow us to operationalize insights more effectively (in a way that is aligned with our internal team hierarchy), improving both visibility and efficiency across the board.

    1
    romihache
    Forum|Forum|1 year ago
    mmanningContributor ⭐️

    Add tracking for element property statesNew Idea

    Currently there does not seem to be any tracking on checkbox “checked” state. It would be helpful to be able to track when checkboxes are being checked or unchecked by users. Inputs have other state properties that would be useful: disabled, readonly, required, etc. 

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

    Customize Columns in NPS Survey Performance ReportsNew Idea

    Customize the columns like you can with Audience and Account Explorers, enabling the additional of User/Account context along side their NPS responses. This should be able to be saved. 

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

    NPS Labels in the Webhook and Integration Payload for Survey EventsNew Idea

    Label options contain relevant user input data for NPS responses, yet they are not included in the payload for related API events (webhook event, Slack integration, etc). Thus, consuming or making use of this data requires manual intervention. Viewing in PX, exporting data to CSV, etc. This is a significant blocker to complete NPS response analysis when labels are used.Full user input context cannot be passed to other systems, including: Slack, Teams, etc Salesforce and other CRMs Other automationsAn escalating factor of this blocker is that (I suspect) usage of labels make it less likely that users will input comments. Labels are a simple button click to indicate themes or influencers relating to their score. So not only is this contextual data not available, but it also makes it less likely that other contextual data (the comments) is added to the score.Sample Use CasesWhen a user responds to NPS and selects 1+ label(s), I want to…Write that response to a Salesforce Contact field Write that response to a Jira ticket for product Write that response to Slack/Teams to share with my colleagues Write that response to a database and then analyze NPS themes over time via Tableau or other reporting tools and/or model the data with other relevant data points from our systems

    0
    DannyPancratz
    Forum|Forum|1 year ago
    bradybluhm
    bradybluhmGainsight Employee ⭐️⭐️

    Finish my call follow-up in the Zoom App #CSMPoVNew Idea

    I enabled the feature recently to keep our GS Zoom App open at the end of the call and it is SOO much better than racing to hit save before the call closes. It left me in a great space with a mini-Gainsight window open for me to finish and then in timeline that gave me a few ideas I want to share with the Zoom App team.Right now, it leaves me with a space to clean up and finish my note-taking from the call. Already, this is fantastic and so helpful! Then I got to thinking… what if, from that space I could also:draft and send a follow up Email Assist with  my notes, included and editable a preliminary agenda for our next Rhythm Call a link to the zoom/gong.io recording links to our on-going shared Success Plans process the collected “Tasks” from the Activity by  adding them to my running Task To:Do list  converting them into a CTA if they require more detail submit a verified outcome, product feature request or CSQL start a Comment chain with teammates or my manager This would add IMMENSE value to me as a CSM. If I can wrap up a call and finish/organize my follow up tasks in 15 minutes, it takes a huge mental load off by staying organized with all my customer’s needs and asks.

    1
    Forum|Forum|1 year ago
    Fabuhamdan
    FabuhamdanContributor ⭐️

    Category-Level Moderator Assignment in the Knowledge BaseOpen

    Request:Introduce the ability to assign moderators at the category level within the knowledge base. Not all moderators should have global access—permissions should be scoped to specific categories as needed.Why it matters:This enhances security and decentralizes content management by allowing different teams or individuals to manage their own category content without having access to unrelated or sensitive areas.

    2
    Forum|Forum|1 year ago
    inajkruseContributor ⭐️

    Increase maximum image size limit and add ability to upload a videoOpen

    Hi, we have launched a new branded community about culinary topics just last week, NEFF Keukengeheimen. Our content is all about sharing tips like kitchen hacks, nice foodshops en culinary events. So, it's important that users can upload spontanuously (while cooking, doing groceries or being at a fun event) nice images and video's to our community. Unfortunately, inSided only allows the upload of images until 2 MB (any modern phone will make images of a higher resolution) and video only per link that have first been placed on Youtube! We would like to have the image upload extended to fit with modern mobilephone technology and a function to directly upload video content to the community. Thanks for your support! Best wishes, Ina

    1
    Erik_
    Forum|Forum|1 year ago
    Maayan K
    Maayan KContributor ⭐️⭐️⭐️⭐️

    Reply on behalf other user as AdminOpen

    Hi Following chat with the support I understand that today you can post an article on behalf of other users from the interface in the control but can’t continue to engage with the post on behalf of the other user unless you implement an API call (sharing info here if will help anybody). I would love to be able to stay consistent with such posts and be able to choose in the control who are you answering as.  Is anybody else interested? Vote please ;)   This is the API call:https://api2-eu-west-1.insided.com/docs/community/#operation/replyArticle With the authorId query parameter - you can set it to any author and it'll post as them.  

    2
    kev
    Forum|Forum|1 year ago
    Molly.McQ
    Molly.McQHelper ⭐️

    Filter Team Effort Criteria by Customer TierNew Idea

    We're requesting Staircase functionality that enables admin users to filter and analyze Team Effort metrics (e.g., email effort in minutes, chat effort in minutes, ticket effort in minutes, etc.) by customer tier or segment.As we know, not all customers are the same. Different tiers of customers can have varying needs, expectations, and engagement models. For example, a digital or tech-touch customer may require more (or less) time and effort per interaction due to limited historical context, lack of a dedicated CSM, or simply differing expectations. In contrast, strategic, high-touch accounts typically have dedicated CSMs who are deeply familiar with the account and are, therefore, generally able to work more efficiently and strategically.A uniform approach to measuring effort can lead to misinterpretation of resource utilization and team performance. In comparison, filtering by tier allows for more accurate benchmarking, smarter resourcing decisions, and clearer operational insights. Ultimately, customer needs and expectations can vary greatly and our evaluation tools should reflect that reality.This variability in customer needs and CSM familiarity/expectations creates meaningful differences in how we internally define and measure “effort.” A single benchmark across all customers fails to account for the nuance in how different types of accounts should be served.To address this, we recommend enabling filtering and segmentation of team effort data, broken out by interaction type (e.g., email, chat, tickets), based on customer tier, segment, or other relevant classifications/filters. This functionality would allow Staircase users to evaluate effort in context and ensure teams are assessed accurately based on the customer profiles they support.Here are some key benefits that come to mind, but I am sure there are more to consider:Improved clarity on how effort varies across customer types more equitable and informed performance evaluation of CSMs and pooled support teams Better identification of where additional enablement or automation may be needed (especially for digital or low/tech-touch segments) Reinforces a “customer first” approach by aligning effort metrics with actual customer needs.

    0
    Molly.McQ
    Forum|Forum|1 year ago
    Sriram SivakumarContributor ⭐️

    Notification Trigger for Course Review in Gainsight CENew Idea

    Details:I would like to request an enhancement for Gainsight CE LMS to introduce a notification trigger based on course age. Scenario:When a course is added to the LMS, the system should be able to track the time since its last update. After 6 months, the course owner should receive an automated reminder email with the message:“This course was last updated 6 months ago. Kindly review and update if necessary.”Current Limitation:Based on my analysis, the current LMS does not support: Assigning ownership to individual courses. Triggering time-based notification reminders tied to course updates. This feature would be extremely helpful in ensuring that learning content remains up-to-date and relevant.

    0
    Forum|Forum|1 year ago
    Fabuhamdan
    FabuhamdanContributor ⭐️

    Drag-and-Drop or Multi-Select Article Movement Without Opening Each OneCurrent Behaviour

    Request:Allow admins to move articles between categories from the main admin panel or article list view, without needing to click into each article to edit its settings.Why it matters:Improves UX for content administrators and speeds up workflows, especially when managing high volumes of content.

    2
    Forum|Forum|1 year ago
    ankurbhatContributor ⭐️

    Email address clickable to launch mailNew Idea

    Is it possible to make the email address for a person in Gainsight clickable to launch Gmail?

    0
    Forum|Forum|1 year ago
    Fabuhamdan
    FabuhamdanContributor ⭐️

    Bulk Article Re-CategorizationCurrent Behaviour

    Request:Add functionality to bulk move multiple articles from one category to another, rather than having to reassign them individually.Why it matters:This streamlines large content restructuring or reorganization projects, saving significant time for admins and reducing manual errors.

    3
    Forum|Forum|1 year ago
    Ashton
    AshtonContributor ⭐️⭐️⭐️⭐️

    "Product First Visit" date in APINew Idea

    The introduction of the new field is nice but it needs to be made available to the API and the PX->CS integration. This new field is critical to knowing how many new users a product or account has in any particular time period. 

    0
    Ashton
    Forum|Forum|1 year ago
    ajprince
    ajprinceContributor ⭐️⭐️⭐️⭐️

    Update AMA Model to include Rich Fomatting in ResponseNew Idea

    When using the Ask Me Anything feature in Staircase, I cannot for the life of me get it to produce properly formatted responses like you can within other GenAI models. Everything is coming out as a single paragraph. Visually this is harder to quickly consume.I’ve been using this feature to produce content that can easily be shared with executive audiences. I’m hesitant to share this with them as it won’t work well on a presentation.Is this something that can be enhanced? It will not only help with my use case, but also make it easier for Executives to want to use this feature themselves if the content is easily digestible. Example below:  Thank you!

    1
    Forum|Forum|1 year ago
    megan.henkelsContributor ⭐️

    Blacklist DomainNew Idea

    It would be helpful to have the ability to blacklist domains in StaircaseAI so contacts with common domains (i.e. gmail or yahoo) are not assigned to specific accounts. Without this ability we cannot connect Staircase to Salesforce as many of our customer contacts do not have customer specific domains. 

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

    Report Builder and Data Designer Parity: Formula Field - ConcatNew Idea

    There are a couple of posts about this already, but adding another re: Concat - In Data Designer, I can use Formula Field and concat as many fields as I could possibly want, but in Report Builder, I’m limited to 2.My use case:I’m building a report to show CSMs where there are gaps in contacts assigned to specific roles, and I’d like to be able to include a link to the Related Contact in SFDC so that they could easily click and assign the role.  However, I can’t use a standard report to do this because I’m unable to use the formula field -> concat option to create the link because I’m limited to 2 strings.  So, I’ll now have to go to Data Designer to build the report which then means I can’t add it to Gainsight Home (see post here).  That also means I’m unable to add an in-line editable fields to the report as well.Please work on the parity with these 2 OR give me more strings.For referenceData Designer: Report Builder:  

    0
    heather_hansen
    Forum|Forum|1 year ago
    romihache
    romihacheVIP ⭐️⭐️⭐️⭐️⭐️

    Allow Viewer + Analytics license holders to access OOTB AnalyticsNew Idea

    I understand that, according to the documentation, they do not have access. But it doesn’t seem right.A full license is overkill, and considering the name itself is Analytics, shouldn’t it also include access to all OOTB analytics of the platform like Surveys, Journey, NPS? This would be a step in the right direction. An 100000% better; to allow us managing that access by embedding OOTB analytics into custom dashboards:  

    3
    romihache
    Forum|Forum|1 year ago

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