Recently active topics

Hidden Phrase(s) for Leaderboard Page?

Does anyone know if there are hidden phrases we can add to customize the text on the Leaderboard page? We’d love to add a link or otherwise provide guidance on that page for how people can move up the leaderboard.Thanks in advance!

122

10 hours ago

Dakota CopelandContributor ⭐️

Success Snapshots Filename Too Long, Allow Filename CustomizationNew Idea

Hello Gainsight Community!I’m your friendly, neighborhood Gainsight Support Agent, submitting this Feature Request on behalf of a customer:The current filename format includes too many information: “Success Snapshot title, Account Name, Date Time, AM/PN, Timezone” This causes issues with opening the file with error “filename too long”. CSMs currently have to rename the zip file first to open the file.It would be great to have an option of modifying the filename format such as another data e.g. BU number instead for Account Name, or remove Time and Timezone, ie “Success Snapshot title, BU, Date”

10 hours ago

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

What happens when a question is marked not as spam?

Do the system emails send out to those subscribed to the category? I ask because a common occurrence is that a user will do multiple attempts at a question that isn’t posting due to the spam filter. As these are not spam, I want to mark each attempt as not spam, so as to help train the filter correctly. And then to delete the redundant posts of the same question. However, I don’t want multiple versions of the same question to trigger system emails when I mark them not as spam. So I’m curious as to if the emails are triggered when marked not as spam and published?

11 hours ago

Rebecca PotterGainsight Employee ⭐️

CE & Skilljar by Gainsight

Skilljar by Gainsight Nominated for “Vendor of the Year” at the 2024 ACE Awards!

Hey everyone!Exciting news, Skilljar by Gainsight has been nominated for Vendor of the Year in this year’s ACE Awards, hosted by the CustomerEducation.org community. If Skilljar has helped power your Academy, community, or customer education programs, we’d love your support! Please share this voting link with your customers and contacts to help spread the word:👉 Vote here🗓 Voting closes November 14!We’re also thrilled to see so many Skilljar customers nominated this year in other categories. Let’s give a round of applause to Kevin Dunn (Airtable), Danielle Evans (Sendoso), Eric Mistry (Zapier), Dee Kapila (Intercom), and Miro Academy for their nominations. 👏

110

13 hours ago

Laurenseife

Forecast Columns always resettingNew Idea

Changing Author

I have created a new community account (yesterday) to be the poster of the release notes and maintenances that feed into Product Updates. The account has a valid email, and the same set up and roles as other employees, but when I attempt to change the author for the posts, the user dos not appear, however, new users who registered AFTER are appearing in the list. I’m wondering if this is a Support ticket but thought I'd ask if others have seen this.

15 hours ago

Shilpa SContributor ⭐️

On the forecast screen, my column width and order reset upon every refresh… in the past I was able to customize that view and it was very helpful; has that ability gone away? Let me know, thank you!

Scorecard Accuracy - Quantitative Analytics

DCourtotContributor ⭐️⭐️

Customer Success (CS)

I'm looking for approaches to objectively test whether our customer health score is actually predictive and effective. We've built out our scoring model, but I want to move beyond gut-feel validation and use data to verify it's working. Does anyone have any experience or recommendations in this area?

100

Salesforceから商談関連のデータを完全同期する

Hideta MitsuhashiGainsight Employee

ルールエンジンとデータ管理

Gainsightを使ってCS活動をする中で、更新商談や、アップセル・クロスセル商談のリスクやチャンスが把握できたら、いわゆるヨミを記録しておきたいですね。でもそのために、Salesforceにログインして、取引先を検索して、該当する商談を特定して、となると体験が途切れてハードルが高くなりますね。かといってスプレッドシートで管理し始めると営業との共有が難しくなり、Salesforceに反映されず、全体の予測の精度がなかなか上がらなくなります。Gainsightでは、Salesforceの商談を連携させてさせて見ることが出来ますし、リニューアルセンター機能を使うとGainsight上でヨミなどを更新した情報をSalesforceに反映させることもできます。この記事では、商談に関する以下の情報（オブジェクト）を完全に同期させる手順を解説します。商談商談フェーズ商談商品商品価格表価格表エントリユーザー商談関連のデータ構造Salesforceの商談管理は、さすがSalesforceのコアの機能とあって、多数のオブジェクトから構成されています。詳細は割愛しますので、詳しく知りたいという方はこちら（外部）の記事などご参照ください。上記のサイトにもオブジェクトの構成などありますが、親子関係も加えて図にすると以下のようになります。親子関係の表現は、カラスの足のようになっている方が子、一本線の方が親です。データの同期（取り込み）の順番データを作ったり取り込む場合、子供のオブジェクトは親レコードの存在が必須になります。例えばある商談の所有者（商談オーナー）がAさんの場合、ユーザーオブジェクトにAさんのレコードがないと、商談を作る際にAさんを指定することはできません。ユーザーオブジェクトを取り込んでAさんが存在する状態にしてから、商談情報を取り込む必要があります。つまり、Salesforceコネクタで商談関連のデータを取り込む際は、その順番がとても重要になります。どういう順番で取り込むと良いのでしょうか。オブジェクトの親の親の、と辿って、もうその親はいないよ、というオブジェクトから取り込むのが正解です。今回の場合は、以下の4つのオブジェクトが、親がいないオブジェクトになります。商談ステージ価格表商品ユーザー上記4つのオブジェクトのレコードが揃ったら、そこにひもづく子供

Global Option to Filter Users Across PX AnalyticsNew Idea

Marion S.Contributor ⭐️

We’d love to have a global way to filter out internal users across all PX analytics and reports.Right now, there is no way to automatically exclude internal users from PX data globally. The only workaround is to manually apply filters in each page (for example: “Email does not contain ‘@ourcompany.com’” or “Account name does not contain ‘Internal’”). However, this option is not even available for all pages, for example, not in the account explorer.This is time-consuming and error-prone, especially when multiple team members need consistent reporting.Why this mattersIn our case, many of our internal users—especially CSMs—regularly interact with customer environments. Their actions generate a lot of activity that skews the analytics we want to share with product and customer success teams.Being able to automatically exclude internal traffic and actions would help ensure our data reflects real customer usage and insights.Suggested solution A global “Exclude internal users” toggle or rule

PX October 2025 Release is Live!RELEASE

Adrian RaposoGainsight Employee ⭐️

We’re introducing three powerful updates that simplify engagement design, enrich behavioral tracking, and refine audience targeting—all designed to make PX smarter and easier to use.Centralize Engagement Styling with Brand Settings (Limited Beta)Maintain consistent design across all PX Engagements with the new Brand Settings page. Define and manage your brand’s visual identity—including colors, typography, and button styles—from one central place.Update all engagements automatically when branding changes. Create Light and Dark themes within a single brand kit.Note: The limited beta slots for Brand Settings are currently full.Capture Richer Context from User Interactions with Tracking PropertiesGain deeper behavioral insight—no custom engineering required. Tracking Properties let you capture URL and UI element details to analyze richer event context directly in Query Builder. Learn more.Filter, group, and report on user behavior with greater precision. Capture URL paths, query parameter

1045

need reply-in-threadNew Idea

hopoatemContributor ⭐️

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.

AI Follow-Up Transcript-Only Logging

tim.carwheelContributor ⭐️⭐️⭐️⭐️

Customer Success (CS)

We just stood up AI Follow-Up (MS Teams), and the question came up if the customer doesn’t agree to having the meeting recorded, but is fine with transcript enabled only, can AI Follow Up still generate a summary? I see the documentation mentions both recording AND transcript enabled have to be in place for it to generate a summary, however wanted to get a 2nd opinion in case there has been any patches or updates made since the documentation was published. If it still needs to be both, if only transcripts are passed to the AI model why does it need to have both enabled?

174

Add Filter and Chaining Capabilities in Data DesignerNew Idea

paroraContributor ⭐️

It would be incredibly helpful to have a filter option within the Data Designer UI, similar to what’s available on the Reporting screen. This would make it easier to filter designs by Created By or Object, especially when managing a large number of data designs across teams.Additionally, it would be great if Data Designers could be linked or embedded within one another, much like how we use Rule Chains today. This “Data Designer Chaining” capability would eliminate the need to duplicate data sets or recreate similar logic, saving a lot of time and effort when building complex relationships.Implementing these enhancements would significantly improve efficiency and usability for admins and builders working across multiple datasets.

dawn.waylandContributor ⭐️⭐️

Community Replies

I have an article currently in draft mode and as I preview it, it is showing 10 replies. Does anyone know why this is?

232

CANCELLED - Thursday Oct 23 US Admin Office Hours Session

sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️

Meetings & Office Hours

With apologies for the late cancellation yet -- thought I might be able to shift schedule around to get a session fired up at the last minute, but unfortunately I won’t be able to hold the usual Thursday US Admin Office Hours session today (Thursday, Oct 23). Next week’s session will run as usual however - and feel free to drop a question on this post as a reply in the meantime and if I can answer remotely before the next session, I will try to do so. Thank you! Scott DrostGainsight, Inc.

172

daveteeHelper ⭐️

Moderating Posts from New or Untrusted Users

As our community continues to grow, I’ve noticed an uptick in spam accounts. While I generally trust new members — especially those I can validate through our CRM or their company email — there are some accounts I’m not yet confident about. Ideally, I’d like to set up a workflow where users with an “untrusted” custom role have their posts and replies automatically sent to moderation before they appear publicly.Although the platform’s spam detection helps, messages have slipped through, resulting in hundreds of users receiving unwanted email and Slack notifications — and in some cases, unsubscribing to cut down on noise.Has anyone implemented a system or process to keep a closer eye on new users before granting them unrestricted posting privileges?

201

logan_tContributor ⭐️⭐️⭐️

Customer Success (CS)

C360 Report Section Size

Hey Teams, This is Logan from Support. We've heard a few requests for some added configurational options on C360 sections. Specifically; when reports on C360 sections have little data, they are accompanied with an unattractive amount of "white-space". (Example from my demo Org below) https://gainsight.zendesk.com/attachments/token/eugQ94zZlKbsIpQoTrcnGMpu1/?name=inline-529668629.png Our customers have expressed their desire to be able to adjust the space for reports on the C360 to at least minimize the amount of wasted space like in the above scenario.  Thanks for your consideration.  Logan Thome

1099

Staircase AI by Gainsight

dcassidyHelper ⭐️

Question about Effort Time when reporting

I’m creating several reports for team managers in Staircase. I want the reports to be easy to understand, yet impactful, as I expect we can start to use these to quantify the need for extra manpower or to inform our performance reviews. So far, this is what I’ve come up with: In this particular case, I’ve filtered to a time frame of 90 days; and while some of the team shows “5 days” of effort, others show just a few hours. Can someone share how “Effort Time” is calculated? My working theory is that it includes all emails sent/received, cases worked and meetings had (customer-facing only), and that it does not account for meetings where my org is NOT the organizer.If someone’s “Effort Time” is, for example, 5 days, are we saying that out of 90 days the person has put in 120 hours (24hx5) or is it 40 hours (8hx5)? I want to have a solid understanding before I start making reports for the team managers. (Also a tool tip on that field would be awesome!) Thanks!

352

Group Send - Allow this to work with User GroupsDevelopment

darkknightExpert ⭐️

I was excited for Group Send in order to allow my pooled CSM user team to use it due to it being a simplified user interface from JO. Cue my disappointment when I realized it only works for users who are directly mapped to a Company or Relationship and to the Gainsight Home layout filter. 😖I should be able to map a User Group to Company/Relationship, then to Gainsight Home filter and allow any User in that User Group pool the ability to use Group Send across any account to which they are mapped.Alternatively, if I could filter Gainsight Home for a specific segment/tier of customers, and allow any CSM in a particular CSM User Group the ability to use Group Send across companies/relationships in that segment/tier only, that may be even betterWhile I’m sure this feature can be useful for users in a 1:1 relationship with their customers, I feel it would be even more valuable on scaled/pool teams.

40221

svhHelper ⭐️⭐️

Title stays centered in Search Banner

Hi! I’m setting up a new page using the search banner module - but when I choose left alignment only the subtitle moves, the title stays centered. Is this a bug?Thanks,Stine

212

RudiContributor ⭐️⭐️⭐️

Dark, Night ModeOpen

Some of our users have requested an option to switch the community itself to a Dark Mode. Most of these users enjoy listening to music on Deezer Web or via our desktop app, at night - and flicking a switch to make the colours of the community dark, would be a good addition

38015

danielle.lerouxHelper ⭐️

Metrics on Default Language Settings

Hi there! Wondering if Gainsight offers any metrics on the default language settings chosen by user accounts in the community or if anyone tracks this and how? We can see what IP address/country users are coming from, but don’t necessarily know what language they’ve chosen to view the community in.

543

Spaces ConfigurationNew Idea

wyattfarino_HHContributor ⭐️

Give us access to more of the C360 standard widgets and reports so I can make a better use case for configuring spaces. For example, I would really love to have the Customer Journey widget available to me in spaces. Also, people maps. Just greater visual capacity to represent the customer lifecycle and who we’re engaging with.

261

Staircase AI | エグゼクティブダッシュボード　ベストプラクティス

Hideta MitsuhashiGainsight Employee

Staircase AI

エグゼクティブダッシュボードは、全体に対するAsk Staircaseができたり、各種レポートやインサイトカードなどで全体の状況やエンゲージメントの状況の把握ができる場所です。一方で、欲しい情報を効率よく得られるかは、使い方が大きく影響します。この記事では、エグゼクティブダッシュボードを効果的に使うために知っておくべきベストプラクティスを紹介します。エグゼクティブダッシュボードにおけるAsk Staircase🙆効果的に回答が得られる質問[製品/機能]について、みなさんはどういう発言をしてますか。どう評価をしていますか。リスクのある重要顧客は今月どのような発言をしていますか。 [競合/連携/課題] について議論している顧客を教えてください ☝️重要ポイント：質問する前に、フィルタで対象を絞りましょう。フィルタ例：Tier、ヘルススコア、ライフサイクルイベント、インサイト、等々フィルタをセットした上で、以下のように質問しましょう。どのようなリスクが上がってきてますか？ 🙅効果的な回答が得られにくい聞き方：表形式の情報や、属性など、構造化されたデータを扱うことが苦手です。Xについてコメントしているお客様は何社いますか。　→ カウントすることが苦手です。Yに関する問題を抱えているお客様を担当しているのは誰ですか。（aがbの）お客様を教えてください。　→ 属性情報にアクセスすることができません。これらの情報は、GainsightのAI（Copilot）や、レポートを活用しましょう。インサイトカードユーザーの役割に応じてインサイトカードを個別化したダッシュボードを作りましょう。役割内容 CSM マイアカウント＋アクションを取るべきインサイト（解約リスク、ステークホルダの変更）マネージャーポートフォリオの例外、チームの効率アラート、見えにういリスクエグゼクティブリスクのある戦略アカウント、エクスパンションの機会 ☝️重要ポイント各カードのフィルタを調整して、必要なシグナルのみが表示されるようにしましょう。適切なティア＋適切なインサイト＋適切なヘルススコア＝アクション可能なダッシュボードユーザーに聞いてみよう：「このダッシュボードは今日何をすべきかの判断に役立ちますか」