CS Product Ideas
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Send out program emails at will.Acknowledged
Posting on behalf of customer.Currently programs are scheduled to send out emails at predetermined intervals. Customer is asking for the ability to send out emails manually from the program config instead of waiting the x number of days before sending them out.An example would be: Next email in program is scheduled to be sent out 3 days from today but customer would like the ability to send out the email that would be sent out 3 days from now today instead.
Apologies if this is a duplicate, but I didn’t see something specific to this. Gainsight supports date range filters, and in rules you have weekend and weekday differentials. I would like the ability to filter in reporting (including data designer) and schedule in Rules and Programs around holidays.To be effective, this would need to be dynamic, as not all holidays have a fixed day of the month or range they start on. I could see this needing some user input, where they as a one time upload a sort of “holiday calendar” of dates they want to include, or GS just does it natively, which is ideal. The idea behind this is you may not want rules to run on certain holidays. You may also want to filter for certain holidays on reports of say, support tickets to know if you have more/less tickets on holidays. For programs, maybe you want to send a campaing that is targeted around a holiday or not not hit certain holidays. Those are just a couple minimal examples but I’m sure there are other use
Adding code in TimelineAcknowledged
Hi all,Curious if anyone knows of any way to add code into Timeline entries in the SFDC version? Similar to this box, if you click on the 3 dots, you have a code button that you can click to add code. We don’t see that in Timeline, but would like to be able to add code where needed. It does appear that if you copy and paste the code from another source, it is formatted the same, but we’d like it to originate in Gainsight if possible.Thanks!
We would like the ability to associate Success Plan Fields in more than one group on a Success Plan. Our CSMs leverage the SMART goal model and often arrive at more than one goal per project. Currently we have fields for the S, M, A, R, T and one field to articulate the SMART goal. We would like to have a total of three groups, each with the SMART goal content underneath it. Currently, I will have to create separate fields for each SMART goal (ie: S1, M1, A1, R1, T1, SMART goal 1; S2, M2, A2, R2, T2, SMART goal 2, etc.)
Improve Data Designer to Allow URL back to CTAsAcknowledged
It appears that data designer somehow strips away the URL feature to some fields like Call to Action Name, Success Plan Name if those objects are included in the data design. For example, I created a data design and brought in the Call to Action and User Object. Merged both objects with the fields I wanted, one of which was the Call to Action Name. I created a report and applied it to a dashboard. The report shows the Call to Action name, but it’s just a string text and the URL has been stripped. As an end user, I cannot click on the Call to Action name to take me to that CTA. I would now have to copy and paste the Call to Action name and search it via cockpit. WOOF :( It really kills adopting new reports designed via data designer bc the lack of functionality overshadows the innovative data gathering via data designer
Email Template ExpirationAcknowledged
We have a number of email templates that we have created which are specific to events and notifications (like upcoming product details for a specific service pack). We would like to be able to set an expiration date where it removes the ability for a CSM to send. For example when we click the “make available to user” give a date or number of days available. Thanks,Cody
Updating attributes via a reportAcknowledged
Has anyone else found a need to update R360 attributes for various customers only to find that you have to open each customer in order to do so? A request has come from our CSM’s to enable a report so they can update the attributes all at once versus having to search for each customer and update each individual customer. Will Gainsight ever have the ability to update fields within a report? I know there is the ability to update CHS in a repot, but would be nice to have the option to update other fields from a report as well.
Editing an existing CTA to be recurringAcknowledged
Hi, is there currently the option to edit a CTA so that it is recurring, or edit an existing task to be recurring? To clarify, this is for CTAs configured at the Relationship level. We'd want to edit the CTA and/or Task so that it recurs on a weekly basis.
CTA Flag TypesAcknowledged
It would be great to have two types of CTA flags to use: [list] [*]One that can be used with rules and can show up in reports [*]One that is simply for use by the CSMs to indicate their top priority CTAs and prioritize their work[/list]Right now, if a CSM flags a CTA it will show up on reports that include that criteria and also may impact Scorecards measures, if a rule is set up to do so.
Ability to bulk load playbooks to GainsightAcknowledged
Gainsight has some customers who already have established playbooks for processes that are usually created and stored in Google Sheets or Excel. They would like to be able to bulk load this into Gainsight and create Playbooks via an automated mechanism (import playbook or Load to Playbook rule action)Is there anything on the roadmap for this? Thank you in advance!
Can we tokenize pictures in Email Assist?Acknowledged
Can we tokenize pictures in Email Assist? I know we can add one as needed but the use case is the following: Customer wants to send the pics of multiple stakeholders who will be working with the customer, RM, AM, CSM etc and these can vary based on the customer. Customer A can have RM 1, CSM 1 and AM 1 whereas customer B can have RM 2, CSM2 and AM 2.
Success Plan Objective/Task Screen CustomizationAcknowledged
I am trying to find a better way to capture customer KPI targets towards their objectives and their current progress towards those objectives. I want the team to be more data driven in their conversations and right now the Success Criteria is text and not the best for capturing goal progress/status. I’d like to add additional fields to help with this. One idea I had was to customize either the Objective or Task screen at the success plan level. Right now the Task screen is the same for all tasks (for Success Plans and CTAs). And the Objective screen is not customizable (from what I can find). Would it be possible to make the success plan objective and/or task customizable?
When you have rules that run multiple times a day, the rule Execution History (which appears to only keeps the last 50 executions) doesn't go back very far, which for rules that run hourly only show about 2 days worth of history. Please expand the Execution History so that you can view runs that span back farther. [url=https://community.gainsight.com/users/maksim_ovsyannikov]@maksim_ovsyannikov[/url] Gainisght really needs improved logging capabilities. The ability to trace actions backward - regardless of success/fail - when end users report downstream issues days to weeks later are [u]crucial[/u] to the admin role. [url=https://community.gainsight.com/conversations/rule-execution-logs-from-scheduled-runs-not-containing-action-details-5bc73e18e4b04588aaf869c5]Rule Execution Logs from Scheduled runs not containing Action Details[/url] [url=https://community.gainsight.com/conversations/rules-engine-extend-expiration-of-rule-task-processing-files-to-at-least-30-days-5bc73f31e4
Union Datasets Together Bionic RuleAcknowledged
I have two datasets, in which a few of the rows will be identical between the two. I'm trying to create a bionic rule that performs different actions if the row in first dataset matches a row in the other rather than if the row is unique. My original thought was to union the two datasets together, transform them and add a counter for how many times the identifying values match. Then I can create actions off of count = 1 vs count > 1. But I can't seem to figure out how to union these two datasets together. When I do a merge step, it tries to combine the rows and I can't seem to get them to just union together. They have the same column names. Is there a way to union two datasets together? Or is there another way anyone can think of to achieve this result?
Idea: Ability to define JO Program "Types"Acknowledged
CTAs and Timeline Activities have Types, why not JO Programs? It would be helpful if we could assign Programs a “type” similar to CTAs and Activities so that we could categorize, group, compare Programs by type for reporting purposes. Ideally we would be able to add and define our own custom types like we can for CTAs and Timeline but I’m sure there are some common default Types as well. For context, this idea came up while working with our Customer Marketing team on some Program-related reports.
Auto Re-run Rules that TimeoutAcknowledged
Rules within Rules Engine periodically fail with the following error: - Error: Your query request was running for too long. - Error Code: QUERY_TIMEOUT It would be great with Gainsight Rules had a re-try feature when failures like this happend where you could retry up to X times every X minutes
Currently in Gainsight, there are a couple rollup fields that are available out of the box (open cases and open tasks). Rolling up number of records is a very common use case as most CSMs would like to see things like: Count of Escalated Cases Count of Open/Won/About to Close Opportunities Count of Contacts Count of completed Surveys And many more… These are simple use cases to solve for but within Gainsight, you currently need to build bionic rules to count these records. Building rules for this is a bit cumbersome and also leads to a 2 hour delay on the counts. This provides a less than ideal solution for clients who want to see realtime counts and not have the data delayed. Within other systems, admins are able to create roll-up summary fields to easily count records. Is it possible to get a solution similar to what is provide in tools like Salesforce so that its easier for Admins to create these roll-up fields and also have the calculation run in real time so tha
Hello, Today in the "Call To Action" action within Rules Engine, it looks like the Due Dates can only be set relative to "Run Date + n Days". Are there plans in the future to allow CTA Due Dates to be mapped to a variable rather than the Run Date? Best, Isaac
Currently, the only action after the participant entry is to send an email or create a CTA. I'd like to be able to have any action after entry to have better control over the program flow - specifically wait/conditional wait steps, since those can be configured on fields and not just email activity.
Monitor status of ZenDesk connectorAcknowledged
Due to an issue we have observed with our feed of ZenDesk tickets into GainSight we asked if there was any way we could monitor or check on status for the connector from our side (admins / non GS employee) and apparently there is no such thing available. It would be useful for admins to be able to check on status of the connector as well as an "activity log" to see what has been done by the connector and identify issues early on rather than end users uncovering the issue and reporting it back to us.
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