CS Product Ideas
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- 155 Posts
- 25,371 Replies
Ability to send initial survey multiple timesResponse from Customer
Currently in out survey program models we are not allowed to send the initial survey after the customer has responded. It would nice to see the ability to send the initial survey multiple times with in the survey after the customer does respond.
NPS 2.0 ReportingResponse from Customer
It would be nice if the new NPS Survey Response object contained the free response NPS comments in a more consumable form. To clarify, I'm not talking aboutthe default NPS comment question, I mean responses from the unique survey questions we create. As opposed to using the default "comment" section directly under the NPS score rating, we prefer to use survey logic to direct the customer to a more tailored question concerning their score reasoning. Having to pull those free responses from a flattened, survey-specific object is not very scalable for future reporting and requires a lot of re-creation of reports for ongoing dashboards.
Export C360 featureResponse from Customer
Hi , We have a request from one customer regarding C360 export feature: Since this export is not possible for customization and no active enhancements being made to this feature, could you please advise on the future road map of this feature ? Are there any plans to deprecate this feature in near future ?
Decision Trees in PlaybooksResponse from Customer
Hi all, A quick question around playbooks. We are looking at implementing new playbooks for our 2020 CS strategy. One thing we want to do is be able to give decisions a bit like the below: Q: Is the implementation by - A) Partner B) Our PS team? If A is selected it creates one set of tasks, if B is selected if creates another set of tasks. Hopefully that makes sense and any help is greatly appreciated.
Ability to add multiple emails in reply-to field for emails sent using Email tasks of CTAResponse from Customer
Hi Team,Client ( Arbor Education Partners Limited ) has come across a use case scenario where they need the ability to add multiple emails in reply-to field for email communications. We currently don’t have this ability hence logging this community post for product team review.
Horizon Analytics RSS WidgetResponse from Customer
Would it be possible to add an RSS feed widget for dashboards in Horizon Analytics? I like the new webpage feature, but often adding a whole website iframe when you just want to pull in for example a blog page adds a load of noise and the additional menus which can make it hard to read the content you are interested in.An RSS widget would let us bring in just the content we want and have this highlighted on our dashboards in a cleaner way. Thanks
Track open/click rate data on the people in the "cc" line for JO programsResponse from Customer
I was wondering if there is a way to get open/click rate data on the people in the "cc" line for JO programs. I know the "Email Log" object allows you to see click rates for folks in the "to" line, but it doesn't seem to include the cc line.
Idea. The ability to copy filters during the 'Setup Rule' step.Response from Customer
For some of our rules when we're only needing a [i]few accounts - that really don't have any common factors, it would be awesome there was an easy way to copy a filter that you already have in place. [i]Granted it doesn't take much work to also just drag the same filter field over x times - but hey, just a thought. :)
Access issue when NXT tenant is switched to new or different tenant.Response from Customer
As per the NXT design, we consider username as the unique identifier by default in the SFDC connector job. Now -1. Create a salesforce connection in Gainsight and complete the user Sync. This will create the user 1 in Gainsight.2. Connect Gainsight to another environment/sandbox with similar data this will create another User 2 in Gainsight.3. Now since there are 2 users with same Id.4. Make User 1 as inactive and assign all the permissions to User 2.5. User 2 in salesforce will see a blank screen.Workaround is to deactivate the User 2 and assign the right permission for User 1.This is not acceptable approach and would need a feature enhancement for the current functionality.
Create a report on how often email tasks are actually sent to timeline vs. just checked as completeResponse from Customer
When we close an email assist task manually, we don’t log it to the timeline eventhough the below option is turned on. So, the usecase here is how many email tasks are logged to timeline compared to how many tasks are completed.
[Enhancement Request]Show a notification when a mapping is not displayed because of limited permissiResponse from Customer
Opening this thread for the Customer to track the progress on this request - When a user who doesn't have permission on a field opens the rule action screen, the corresponding mapping is not displayed. And now if he saves it that way, the mapping will be removed from the rule action. This has caused issues across multiple customers. Can we have some message displayed when we are not displaying a particular mapping so that the user doesn't end up corrupting the rule.
Links to previous exportsResponse from Customer
It would be great to see logs/history of exports from the admin tab or have a link to download that particular export pop up when it is available. I have trouble with my export emails hitting my inbox (or even my spam filter) and I have no way of going back to find the export. It would be nice to be able to go back in and find the link to the .csv from somewhere within the app in case my emails are being blocked.
Zendesk Sync options - FieldsResponse from Customer
A customer submitted a support ticket in regards to fields outside of Zendesks standard API - ([url=https://developer.zendesk.com/rest_api/docs/support/ticket_fields#list-ticket-fields]https://developer.zendesk.com/rest_api/docs/support/ticket_fields#list-ticket-fields[/url]) to be included in the sync and or a separate sync to grab those fields. Two being Brand name and Brand ID. I think this would be helpful for customers that customize and just want to pull in other fields not included in the standard API
Ability to have multiple drafts in MigrationResponse from Customer
Was working with a customer who mentioned the following idea -- It would be great to have the ability to have multiple drafts in migration -- Currently, the migration package does not have the ability to have multiple drafts in it to migrate functionality to production. This is problematic for our team. Our use case is that our team has multiple developers so it would be helpful to have multiple drafts so each developer can put together their own migration package to ensure smooth delivery. The volume of stories we deliver does not make it feasible for all developers to add into one migration package as it makes it very complicated to deal with any failures.
Tracking Expansion (Growth) OpportunitiesResponse from Customer
I'm looking to track growth opportunities to create a pipeline of customer opportunities by increases in usage. Like SFDC tracking a deal value, i would like to track a new growth opportunity by either an usage increase and/or revenue potential.
Sorting rulesResponse from Customer
As an Admin, I'd love to be able to sort the rules that we have by scheduled time. I understand that the filters are now available in list view, but it would be great to see the sequence of rules in the place where we revise them. Timeline View is not very useful because it's just a snapshot of a certain time period. It seems odd to have to go to Gainsight Analyzer to see my schedule of rules for the day (still not the most intuitive). I think this would be extremely helpful!
Can we put filters for the Excel/CSV attachments in JO as we do when we attach reports?Response from Customer
Ability to Search for Success Plan Templates When Selecting TemplatesResponse from Customer
We have a large number of existing Success Plan templates that currently live in Google Sheets, and these templates all pertain to various strategies and recommendations we could be working on with a customer, depending on their specific needs. The CSM is intended to compile any number of these templates based on what the customer needs to focus on into a singular template. Due to the large number of templates we would have, it would be tedious for the CSM to have to scroll up and down a long list of templates in the Success Plan UI. I would like to suggest the idea of including a search function within the template selection picklist for easier and faster searching.
Gainsight placing CSMs in bounce list for emails sent from JOResponse from Customer
Hi Team, Posting this request on behalf of customer. Gainsight fails to send email to any recipient if a user that is CC’d on the email is on the Gainsight bounce list. For example, if a CSM is on the “Email Copy to:” in Journey Orchestrator on an email sent to several customers, and the CSM is on the bounce list, the email is not sent to any of the customers. The correct/expected behavior is that email should be delivered to all customer recipients regardless that someone in the “Email Copy to:” is on the Gainsight bounce list. The entire program should not fail. It would be great if CSMs are not placed in bounce list since it is intended that CSM should be aware of the communications with their customers. Regards,Jagadeesh
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