CS Product Ideas

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5980 Posts

jeffrey_coleman
Champion
jeffrey_colemanChampion
shared in CS Product Ideas

Grouping by dates -- multiple dates and when the date isn't firstNo Status

I have a report that shows cases logged by customer cohort. The question I'm asking is whether my newer customers (who have gone through a different pre-sales process and onboarding) are logging fewer tickets. What I want is to have more flexibility in my charting: [list] [*]Group first by original contract date and [i]then by the date of the ticket, creating either multiple columns or a stacked column chart [*]Group first by revenue band or CSM and [i]then by the date of the ticket[/list]I can find ways around this by doing formulas on the case object, but 

1
dstokowski
Gainsight Employee: ACE
6 years ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

JO: All to configure to skip email if unsubscribed to category, do not drop from programNo Status

Right now, if a customer has unsubscribed to a category and the program has that category, but also has other emails under other categories the customer has not opted out, they will be “failed” due to be unsubscribed to “one of the categories”. It would be a much better experience if they just skipped the email, especially for Surveys. We utilize the “heads up” functionality which needs to be a Marketing email but the survey (NPS) is consider operational. Bc of the multiple unsubscribe categories, we don’t even get to send the participant the survey

1
Cornelia
7 months ago
swen
Gainsight Rookie
swenGainsight Rookie
shared in CS Product Ideas

Feed external content to email templatesNo Status

Hi, we are interested in having an external content feed into email templates. Here is the use case: In a tech touch journey customers getting automated emails with different preset content. In order to update them also on e.g. events, webinars, which will obviously change based on time it would be of great advantage of having a feed that is coming from e.g. the CMS system instead of manually updating the content all the time.   Anny suggestions for a workaround are also appreciated.   Thanks Swen    

4
swen
Gainsight Rookie
1 year ago
Justin Bills
Veteran Rookie
Justin BillsVeteran Rookie
shared in CS Product Ideas

Scorecards for UsersNot Planned

Hello - Do you have any plans to implement a scorecard measure for Gainsight users?  Adoption is such a big part of being a Gainsight admin, and it would be amazing to set thresholds for users in a rules engine and use them to populate a scorecard.   Currently, we use reports and dashboards to leverage this, but I think there is high value in being able to leverage the power of scorecards. Some use case examples: Easy to track new hire Gainsight adoption. Create CTAs/Programs to end users and leadership if usage trends downwards. Create easy to digest reporting across the org for user adoption. New process/feature adoption metrics

2
shantan_reddy
Gainsight Rookie
7 months ago
mark
Gainsight Rookie
markGainsight Rookie
shared in CS Product Ideas

Open CTA Status update via rule engine to another open statusNo Status

In our Org we have CTA's that are triggered off of triggers in SFDC and when a CSM completes the CTA they manually change the status to Closed or Work in progress. The issue here is that a CSM can mark the CTA completed and if the trigger in SFDC doesn't get corrected (via our product syncing with SFDC) the CTA will be recreated the next day. I have created new workflow for the CTA status's so that we can get more visibility into the actions taken from our CSM team and ensure they are getting credit for CTA's that are actually completed (no more duplicates) as well as visibility into our accounts that have canceled based off of what actions a CSM took. The only issues I have come across is that we cannot auto update an open status to another open status via rules engine (can only be done manually via Mass Edit), and we are unable to change the Default closed status check box to any specified status (only able to select closed status). If we as admin's had the flexibility to have the

12
karl_rumelhart
Gainsight Employee: ACE
5 years ago
andrew_biehle
Gainsight Employee: Veteran Rookie
andrew_biehleGainsight Employee: Veteran Rookie
shared in CS Product Ideas

BCC to timeline using distribution listUnder Consideration

Posting on behalf of customer. Currently in order to properly BCC an email to timeline the To: section has to contain the email address of the person record that you want to tie the email to.    Some people send out mass communications via distribution lists. Currently we don’t have a way of linking those emails sent via distribution lists to timeline entries for separate accounts. Would be nice to have in the future.

3
meenal_shukla
Gainsight Employee: MVP
1 year ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
shared in CS Product Ideas

Ability to Adjust the column names when sent via JO ProgramsAcknowledged

Hi Team, Currently when we use the inline reports in JO and try to send a email , The columns are trimmed and we don't have an option to show complete column name or data in that column . While we add report to the program the column name is showing up fine but while sending, it is adjusting according to the template and trimming the column names and data in it.  Currently we don’t have a way to adjust column size. If this can be taken up as future request it will be very helpful for the customer . Sample Screenshot.  

4
S
Veteran Rookie
10 months ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Ability to Map More Fields Into Attributes - Zendesk WidgetResponse from Customer

Currently, you can only bring in attributes into the ZD widget per configuration. I have a customer that has a variety of custom fields they would like to have displayed on the widget. In order to configure this, they have to use the UI settings for c360. This limits my ability to bring anything in thats not on the account object. 

1
dstokowski
Gainsight Employee: ACE
5 years ago
angela_domenichelli
Champion
angela_domenichelliChampion
shared in CS Product Ideas

Deleted Measures are still "Active"Planned

I am creating this idea based on Gainsight ticket 96687.  Currently, when a Scorecard Measure is deleted, it is still considered “active” in reports and rules within Gainsight.  There are several active filters and all of them will return results for deleted measures.  Please fix this so that deleted measures are Inactive measures for accuracy in reporting and rules on current measures.

1
shantan_reddy
Gainsight Rookie
2 years ago
kevin_ly
Champion
kevin_lyChampion
shared in CS Product Ideas

Feature Request - [Timeline] Progress/Loading Bar When A Wait Is Involved in Loading TimelineNo Status

It is found when loading timeline draft/activity with large note, it can sometime take a while depending on what it contains. During this time while loading, it very much looks as if things are frozen. Would suggest to implement a progress bar to indicate that more time is needed to load the contents of a given timeline.

2
Chirag
Gainsight Rookie
1 year ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Show weighted average in Reports 2.0No Status

Currently when you are averaging items and doing a stack bar chart the total for each bar is summing the averages instead of averaging. AND ideally it would be nice to have that total for each bar to be a weighted average based on the count and averages. 

2
gaurav_kotak
Gainsight Rookie
6 years ago
M
mwhitmoreGainsight Community new member
shared in CS Product Ideas

Pull Scorecard Label when exporting from mass edit dashboardNo Status

We have modified the Color Scheme to have numeric labels of 1-5. We then created a mass edit report which is pulled into a dashbaord so CSMs can edit the overall score and make comments. We then want to export that massedit report. When we do that, the Range is pulled into the report as the Overall Score but we want to be able to see the label. The range doesn't mean anything to us. We want to keep the color scale as well.

0
M
2 years ago
G
Gainsight Employee: Rookie
gschardanGainsight Employee: Rookie
shared in CS Product Ideas

Being able to create a Home "Standard widget - Web page" that users can add, rather than createNo Status

It would great to be able to create a “Standard widget - Web page" that users can just drag and drop rather than needing to add the URL themselves. Similar to widgets from reporting. This would help in making sure users have the correct URL and assist in making the experience easier for the user.

3
G
Gainsight Employee: Rookie
6 months ago
S
Gainsight Rookie
sromaGainsight Rookie
shared in CS Product Ideas

Show count of items next to each C360 categoryNot Planned

Hi Team, Had a request from a team member to display a number next to each C360 category on the left-hand panel of the C360. Example:Scorecard (3)Success Plan (2)Cockpit (6) They felt it would add nice visibility to show how many items fall under each category.Thanks! 

1
sai_ram
ACE
1 year ago
Jelle
Gainsight Rookie
JelleGainsight Rookie
shared in CS Product Ideas

File size limit for email at 15 Mb per attachment & 30Mb in total is limitedPlanned

Hello!  Within our organisation, we share numerous types of files with a variety of filesizes. For example screencaptures that we receive when our clients run into eg. bugs or need clarification on certain features of our SaaS product. Having the limits of 15 / 30 Mb in place for individual / all attachments seems somewhat outdated - even though I read before that it was at  Data storage limitation these days is considered a nuisance by the team, so from my perspective, this is a welcome improvement.

1
C
Gainsight Rookie
6 months ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Export for Admin > Mass EditUnder Consideration

I have a customer who is a bit confused by this warning message. He is working in the mass edit tool and the result set has returned more than 2,000 records. He is very familiar with this warning coming from report builder and understands that we likely are using the same warning message for each, however, there isn't a way to export directly from Mass Edit tool. Customer is requesting that we either A- Give the ability to export via mass edit tool B- Change the error message to be more specific about what to do.  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/19183-y642h1_inline.png[/img]

1
roshan_rahim_chittoor
Gainsight Rookie
5 years ago
S
Gainsight Employee: Rookie
SKondreddyGainsight Employee: Rookie
shared in CS Product Ideas

Set a hyperlink the Salesforce user (non-gainsight license) on the chatterNo Status

Team, We have a client trying to set a hyperlink the salesforce user (non-gainsight license) on the chatter as shown in the below screen. Here the salesforce chatter, originating from a Gainsight Rule via Cockpit Chatter (https://support.gainsight.com/SFDC_Edition/Connectors/06Technology_Partner_Integrations/Chatter_Integration_Overview#Cockpit:_Call_to_Action). Currently, we are not supporting this option.

0
S
Gainsight Employee: Rookie
2 years ago
jagadeesh_kumar_paidimarri
Veteran Rookie
jagadeesh_kumar_paidimarriVeteran Rookie
shared in CS Product Ideas

Expose source field from timeline object while creating new timeline viewsAcknowledged

Hi Team, Posting this request on behalf of customer.In Timeline V2 we have given feasibility to create new timeline views based on limited set of fields on timeline object.However customer has a use case where they wanted to see the data of timeline activities generated through CTAs source.This couldn’t be achieved since the field “source” present on timeline object isn’t exposed while creating new views. It is a very useful enhancement to give the customer a free hand to filter out all the source based activities. Regards,Jagadeesh

2
Chirag
Gainsight Rookie
11 months ago
sherry_fields
Gainsight Rookie
sherry_fieldsGainsight Rookie
shared in CS Product Ideas

CTA called NOTESNo Status

Can there be a CTA called Notes? I create a CTA / Event or Opportunity to keep all of my notes when working with a customer. I do this so that anyone that looks at the account can read those notes in SFDC & Gainsight. The task date is set for like a year away. The Note won't be closed out unless the customer leaves.

10
sherry_fields
Gainsight Rookie
5 years ago
T
Gainsight Rookie
tyler_tewGainsight Rookie
shared in CS Product Ideas

Renewal Center - Improve ease of access to specific renewalsPartially Fixed

It would be great if opportunities could be searched via the Gainsight search field or via a dedicated field in Renewal Center. Background: Our Customer Renewal & Growth Manager has found that when she finds a renewal opportunity that she would like to update, she would prefer to do so via renewal center, rather than Salesforce to avoid the delay in syncing the changes. Unfortunately, when this comes up, it usually means that she would have to change or remove the filters she had been using previously in order to find the opp in the forecast view and edit it.

3
bradleymcg
Golden Ruler
1 year ago
baji_bathula
Gainsight Employee: Veteran Rookie
baji_bathulaGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Ability to add/remove filed dependence in tasks in the RulePlanned

In DD if we add new field in fetch task,will get popup to add it in following tasks.If we provide similar functionality in Rule engine it will save time for GS Admins.With the current functionality,if we want to remove the field in fetch task ,we would need to remove all the down stream tasks.So customers excepting remove field from all the tasks with once click.  

1
rakesh
Gainsight Employee: ACE
1 year ago
tharun
Gainsight Employee: Veteran Rookie
tharunGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Label name in G360Under Consideration

I'm adding fields to the Summary section of the G360. I would love to be able to customize the field name for some of our fields. For examples, for Account::Owner I'd love to be able to call it Sales Rep or Account Manager. But I don't think there's a way for me to do this without renaming the field in SFDC. Am I mistaken?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170529-56119-1gpsyvd-image_inline.png[/img]

2
azhar_uddin
Gainsight Employee: Rookie
4 years ago
C
clmartinGainsight Community new member
shared in CS Product Ideas

Feedback/Suggestions for Person/People Mapping BetaImplemented

Open up real estate on the Org Chart view so that one can see a more complete org chart with multiple hierarchies. As it is, to see a full org chart, it is required to click multiple boxes to expand the hierarchy but then the size of the org chart boxes shrinks making it hard to read the org chart.

3
kunal_bhat
Gainsight Rookie
2 years ago
R
Gainsight Employee: Veteran Rookie
rvinnyGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Ability to see more than 100 records in Data anomalies page.No Status

Hi, We received a request to be able to see more than 100 records in the “Accounts with multiple CustomerInfo records” section. We do not have a second page and also no search option there to search for the accounts. https://share.getcloudapp.com/P8u8YA8o Please share your thoughts.

0
R
Gainsight Employee: Veteran Rookie
7 months ago
HollySimmons
All Star
HollySimmonsAll Star
shared in CS Product Ideas

EU Based Email PartnerNot Planned

Our Gainsight instance is based in the EU, however sendgrid is based in the US and we have some customers who do not allow us to send their data (email addresses, names) outside the EU, which means we can’t contact them via emails through JO :( This is going to become more common with our EU/EAA based customers too, so will become a bigger issue for us. Are there any plans to partner with a provider based here also (or have sendgrid use EU based servers for your EU using customers?)Thanks, 

2
sai_ram
ACE
1 year ago

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