CS Product Ideas
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CTAs viewed in Kanban board?Workaround Available
We only recently licensed Gainsight. Prior to that for some of our larger customers we're using the project view(s) of Github to track CTAs. So essentially a CTA was an issue and then it would flow into one of the swim lanes (in our case - TODO, In Progress, Pending, and Complete). Being able to swim lane CTAs (as opposed to seeing purely a list of all non-closed ones) may be a better UX to understand where things are (although I'd probably change the swim lanes .. as well as have visual cues for priority and if it's overdue, etc.)
S3 Connector file ingest without header rowUnder Consideration
The field mapping for an S3 Connector file ingest currently requires the first row of the csv to be a header row with the column name for mapping. It would be great if there was an option to uncheck header row and just map on column number. Use Case: From our data warehouse we have to write custom SQL for every unload to S3 in order to add this header row. Our BI tool allows for scheduling report output to S3 but does not include a header row. Maintenance would be drastically reduced if had this functionality from Gainsight so that we could manage data pushes from a report instead of custom SQL.
Ability for someone to subscribe to emails if they received a forwarded emailWorkaround Available
I have a customer who is sending out a weekly digest to their users including tips and tricks. The customer is hoping that the contact is forwarding these emails to their teams on a weekly basis. The hope is that users will find value and want to directly subscribe to these updates. The customer would like the ability for someone to "subscribe" to future emails via an outreach they had forwarded to them.
I would like to show several fields in the Cockpit so I can categorize CTAs quickly without even opening the Customer Success 360 tab. For example it would be useful to see the ACV, the renewal date, customer lifetime in months etc, but I only have the possibility to choose 2 fields. And it's not like there isn't enough space available in the Cockpit section (actually 1/3 of it is empty). [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160321-68375-9y59bc-List_View_Cockpit_CTAs_inline.jpg[/img]
I would love the ability to view all conversations with a Relationship filter on Gainsight Community. The Relationship feature touches so many other areas of Gainsight (Rules Engine, Scorecards, CoPilot, Reports & Dashboards, Cockpit, Timeline, etc. and I would love to filter to see Relationship specific conversations from those who currently have the feature.
Additional Objects For Summary SectionUnder Consideration
I have a customer who would like to be able to use an MDA field for the summary section. My advice has been to push that information to a customer info field, however, customer would like to just be able to point that at the MDA. It would be much easier.
Create an option to "Export all Reports" from the C360 sections that are based off of created reportNo Status
We have a few sections that we have created in the C360 section that house a series of reports that highlight different information. It would be great to have an option to export all the reports within that C360 section into a single csv doc with multiple tabs. This would simplify our ability to export and then send to the customer.
Filter for rules used in rule chainsImplemented
We have several rules that we've had to duplicate 15 times in order to run them for each of our relationships. We've tried to tidy things up by putting those groups in rule chains, but they still all show in the main rule list. It would be really nice to have a filter to be able to hide any rules that have been added to rule chains from the main rule list.
How to change the Email Template from Account to User or User to Account when cloningUnder Consideration
When you create an email template you are able to assign it to Account, User or Relationship. Once the template is created, there is no easy way to see which one you assigned it to. You are also not able to clone the template and re-assign it to another group. A case of where this would be helpful is if you want to send a test email internally then use the same template to send to customers, and not have to re-create the template from scratch
Enable recurring CTAs for Relationship CTAsImplemented
This request came from users at HPE ADM: They would like to be able to create recurring CTAs, but since their CTAs are currently at the Relationship level, this option doesn't seem to be available. Is this planned any time soon? Thanks, Nadav
[Feature Request] Allow Success Plan Collaboration/Chatter to post on Account level like CTA Chatter ConfigurationNot Planned
Posting on behalf of a customer. Currently with Gainsight Call to Action Configuration, users can set up which level chatter posts will post on. It can be Account, Call To Action, or Customer. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170323-94456-uzlai4-Snip20170323_59_inline.png[/img] However currently chatter posts in Success Plans seems to default to CTA Group. It would be nice to have the same feature above to get visibly on Account Chatter. This would include Relationship Success Plans and 360.
Percentage field handling in Rules EngineNot Planned
In data ingestion, using COM or GS Connect or S3, whenever we ingest data to a percentage field(without percentage symbol), it is multiplied by 100 and displayed with % symbol. Consider ingesting value 0.25, it is displayed as 25%. We are not supporting this behavior using rules, if I'm loading 0.25 from source to target - it is getting displayed as 0.25%. It should be consistent across Rules Engine and data ingestion tools.
Prevent Outreach from sending emails if last refresh of Powerlist failedUnder Consideration
When a Powerlist refresh fails all Outreaches that leverage that Powerlist should not send. We had a dozen Powerlists failing for a week or more (which we weren't aware of) yet the Outreach kept running on the same list from the last successful refresh of the Powerlist.
[Feature Request] Have total S3 Failure Files move into Error Folder instead of Archive on the bucket.Implemented
I am posting on behalf of a customer: I noticed that given a complete failure of an S3 file upload, it gets transferred to the "Archive" folder in the bucket. I can see how that can be misleading if we were to believe successful loads only make it to Archive. It would be a good idea to move it to Error instead and give indication in the Execution History that file failed due to header issues or etc.
Drop-down list for Relationship in CockpitUnder Consideration
I believe that typing in and selecting a Relationship in the Create CTA function in the Cockpit would be better if changed to a drop-down list after the CSM has type the customer name in, just like reason, type, and priority. Then, it should only show the Relationship options for that particular customer.
Column Sorting on DashboardsImplemented
When sorting on columns on a Dashboard it would be nice to sort the entire set of data instead of being able to sort page to page. We would like to see the data align as per the sorting order of the particular column. When a column is sorted, the sorting should be applied throughout all the pages instead of page to page.
The ability to import a list is really helpful. It would be great if we could combine the two features. For example, when I upload a list from another source to be able to pull out or exclude contacts who are in a certain role or region. We don't always capture/track that information in external systems so it would really streamline our process.
Reports 2.0: Provide a function to disable the "auto run" capability of a report when pulled up in Implemented
When I pull up a report from the repository in Reports 2.0, it automatically tries to run the report and pull data. Sometimes these reports are utilized primarily on the C360 page where the expectation is that it would typically only run for a single customer - but in R2.0 the criteria opens it up for a much broader search. This can mean a lengthy delay in the time it takes to run ["Please wait while we crunch your data"] when all I may want to do is tweak the filter or other criteria. Basically what I'm trying to say is I don't want the reports to immediately run automatically when I pull them up because I may just want to make a change to the criteria. Give me the option of disabling auto-run and manually trigger a run once I have had a chance to tweak the criteria.
I need the ability to show the same field twice in the show me section of a report with different aggregation functions associated with it. I'd like to retrieve both the MAX and MIN values of the field in a single report row but I can only select the column once in SHOW ME list of fields.
Ability to mass validate emails before a Copilot OutreachUnder Consideration
Currently when we send a Copilot outreach we get some failed contacts and some successful contacts from the live run. It would be nice to be able to validate emails before the live outreach via csv upload or even better to validate from the powerlist/outreach on a "Test" run. It is completely unmanageable to validate individual emails and update them one by one. So also having a way to mass update might be a good idea?
Gainsight for CustomersUnder Consideration
Hi All, You collect a lot of information about your customers and track the health as part of C360/R360. There are various touch points which you have with our customers on a day to day basis where you paint a portrait of how a customer is doing. [b]How can you share relevant,useful information with your customers?[/b] Idea - We have divided this into two use cases - Use Case #1 [b]As a Gainsight customer, I want more insight into how my team is using Gainsight[/b] As part of the MVP , we have taken an approach where we(Gainsight) will first build our own customer application and share with you. This is a work in progress and we will have an update regarding when it will be available to customers. But looking ahead , we want to help our customers manage their customers similarly with a customer facing portal which is the second use case Use Case #2 [b]I want to enable my customers in directly seeing some of what I maintain about them in Gainsight[/b] Gainsight Cus
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