CS Product Ideas
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Survey Question FormattingNo Status
Would love to have more formatting options for survey questions and answers. For example - Currently, I can’t bold in the question, and I don’t have the option to use colors in the answers unless I do it as an inline question. Even if we just had the option to do a color guide above other questions like the one available for NPS.
Use Multiple Inline Survey QuestionsNo Status
It would be nice to be able to add more than one inline survey question to an email template. I don’t want to add 15, but we have 2 questions that we’d ideally like to add. The other option would be to allow the ability to select a different inline question for the reminder email potentially. To give some context, we are getting low response rates to our Support survey emails, and we are looking at ways to increase that:Inline questions Changing the survey format Changing the email contentIt’s not easy to try different options currently without completely rebuilding the program other way. Having more flexibility to add additional questions or different questions would help with this.
Hi teamIt would be great if we could have more control over failure notifications in Rules Engine for both rules and rule chains.The options for Connector jobs where you can select from Success, Failure or Partial Success in any combination is better than the Success/Fail choice in Rules Engine.We use Gainsight failure notifications to trigger helpdesk tickets, so it’s preferable for us to only have this happening when they’re actually needed. More control over when failure emails are triggered would help with this.Thanks very much!
I know that once a CTA is created, it’s technically possible to tell that it was created via a JO program. What I am after is some way to filter JO programs so I can easily tell if one is creating a CTA, calling the API or whatever other ‘action’ besides sending out an email is being done. Just like how in Rules engine you can filter by action type to see which rules are generating CTAs. Currently, just like with dependencies, when it comes to JO you have to go through everything manually and really is not admin friendly. Renaming programs and/or putting them in folders based on what they do as a workaround is janky at best, and may conflict with other naming/folder conventions you have in place that are more relevant. Please and thank you.
This is a bit of an annoyance but if I want to adjust the end date of a Program, it forces me to also change the start date. Why do I have to change the Start Date in order to change the End Date? I would want to keep the start date as is so that I can reference when this program was first scheduled.
Things that make it difficult to use Success Snapshots:Limited font support. Our company branding font is not supported. Would be great to expand this (in general as well so we could use in emails templates) Customize the default Success Plan and Objectives slides More color options on fonts - again does not match out branding and cannot create custom colors
HTML Tags in Scorecard DescriptionNo Status
Hi Guys, Im working with a customer at the minute who would like to have the ability to have links in the scorecard description to take end users to a more detailed view of what the scorecard criteria are. In order to do this, we would need the scorecard description to be a rich text area In my opinion, this is a really clever use case as it gets around some of the challenges of trying to write detailed descriptions of scorecards in a very small text area
Clone Dashboard in Horizon UINo Status
We want to iterate on a dashboard and not have the changes live until we have communicated to our CSMs, however there is not a “draft” state for dashboard builder. Another option would be to clone a dashboard with the global filters so I can update a cloned version and then switch out when we are ready for the updated version. Otherwise iterating on a dashboard is very clunky and time consuming for an Admin. If I want to update in the background right now, I have to recreate the whole dashboard from scratch
Hi All,To would be good to give the CSMs the flexibility to add their own phone numbers in the my profile - for now the CSMs inform me(the admin ) and I make the changes in user management - as CSMs do not have access to this .Any ideas/insights would be helpful here .
Gmail plug in - be able to add recipients from different customers to an ad hoc email and log it in timeline.No Status
We would like the ability to email several customers ad hoc from our plug-in.JOs are great for segmented group of customers, however it would be great to be able to email several customers in one go and log it into their timeline - which the JOs don’t do!
CTA and Timeline entry look upNo Status
Currently you can link CTA to a timeline entry however for reporting purpose I can not measure or see how many timeline entries were written per CTA. We use timeline entries to help us measure the success of our CTAs as well as activities generated from out CTA. Current process is to create a data designer which is not fun. If we had a look up value with the Timeline object that looks up to CTAs. The same would apply for success plans, we do not always have a visibility to the success plans within the timeline object.
External Dashboard SharingNo Status
We recently rolled out an external dashboard for use for broader members of our organization that don’t have Gainsight licenses. The direct link/URL works just fine, but once the link is clicked on and the dashboard loads, the URL updates and that new link is not shareable across team members. Is there a reason why the original URL does not remain constant or that the updated link is not shareable? We have a high volume of people reaching out with claims that they do not have access to the dashboard when in fact they are just using the updated URL. This seems related to this post.
When we try pulling the object data via the API we are getting the dropdown values GSIDs instead of the value. Currently, this appears to be a limitation as it is mentioned in the below that “Dropdown list items like Stage and Status values are populated with unique GSID of an item.”.https://support.gainsight.com/Gainsight_NXT/API_and_Developer_Docs/Custom_Object_API/Gainsight_Custom_Object_API_Documentation#Read_APIWould request to look into this use case as the customers are interested to get the values instead of GSIDs.
The current state of the GBQ connector does not allow you to select Gainsight’s User object as a destination for your job. Additionally, if you populate into a custom object, rules engine will only allow you to Update users, not create. This poses a problem for orgs who do not have a CRM that GS connects with and wants to populate that data into GS via their GBQ instance.
JO Reporting Enhancement - Be able to add multiple reporting categories to Journey Orchestrator programNo Status
We find it very difficult to report on our JO program currently. The folder ID does not provide the folder name, so it is basically not useful.JO should be able to have multiple reporting categories associated bc they are often trying to achieve multiple goals in one program. For example, we have “Feedback” for our “Services” org that we would want to keep separate from our “feedback” from our Voice of Customer. Another example is our KPI mapping. We would want to map “product type” and “kpi”. The multiple reporting categories (or even a hierarchy of reporting category and a sub-category) would help us better understand how our JO are meeting the goals of the company. We could then show our team that we have “x” number of programs in flight that address “y” goal of the company and the metrics associated Reference to the below idea, but more robust
In one recent scenario - linking of a report was required in the JO email, but we were unable to customise the background of the Report linked. Just like the global reporting settings, the reports in the JO should be customisable as well so that it can match the overall look and feel of the Email template.
From JO Programs based on query builder logic, we would like to have the ability to send 1 email to multiple people with the same role (Admin) within the same customer account. I have seen this idea, however to me it doesn’t solve for the need to send 1 email to multiple people of the same role, does it? If there is a work around to this, kindly please share.Thank you for considering it!
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