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July 4th Upcoming Gainsight Community Product Ideas Update

2 days ago

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CS Product Ideas

CS Product Ideas

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155 Posts
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155 Posts

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Response from Customer

All statuses No Status Acknowledged Not Planned Partially Fixed Planned Under Consideration Workaround Available Deprecation Planned Implemented Current Functionality IN DEVELOPMENT

chris_muddVeteran Rookie

shared in CS Product Ideas

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.

jrfurr3Registered User

shared in CS Product Ideas

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.

jagadeesh_kumar_paidimarriVeteran Rookie

shared in CS Product Ideas

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 ?

Will PagdenRegistered User

shared in CS Product Ideas

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.

AbidGainsight Employee: Shoshin

shared in CS Product Ideas

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.

iainrVeteran Rookie

shared in CS Product Ideas

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

sai33335Shoshin

shared in CS Product Ideas

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.

sagan_sherlinChampion

shared in CS Product Ideas

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. :)

shiv_kumar_katiyarGainsight Employee: Team Captain

shared in CS Product Ideas

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.

jess_hallShoshin

shared in CS Product Ideas

Importing TagsResponse from Customer

In C360, you can add Tags to a customer. You can also bulk assign them using the Customers tab. Is there a way to import tags to apply to certain accounts?

KK2Registered User

shared in CS Product Ideas

NXT Cockpit Due Dates' Default to CollapsedResponse from Customer

Can you change the default for the Cockpit’s CTA due dates sections to be collapsed? We can then focus on the tasks at hand and expand the upcoming CTAs as needed.

andrew_biehleGainsight Employee: Veteran Rookie

shared in CS Product Ideas

Ability to include CTA's in Timeline view.Response from Customer

At some point in the future it might be nice to have the ability to create a custom view to include CTA's and Timeline in the same view. It would allow you to update CTA's and timeline entries at the same time.

sai33335Shoshin

shared in CS Product Ideas

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.

atayRegistered User

shared in CS Product Ideas

Attaching older tasks from Timeline to newly created CTAsResponse from Customer

There are cases where tasks are recorded before the CTA. It would be great if we are able to attach older tasks previously lodged on Timeline to be attached to newly created CTAs.

shiv_kumar_katiyarGainsight Employee: Team Captain

shared in CS Product Ideas

[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.

TippiWilsonRegistered User

shared in CS Product Ideas

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.

cameron_wrightGainsight Employee: All Star

shared in CS Product Ideas

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

agnes richardRegistered User

shared in CS Product Ideas

When a customer moves to "Inactive", is there a way to active him again ?Response from Customer

HelloWhen a customer moves to "Inactive", how to get them back to active please ?Thanks a lotAgnes

johnheintschelGainsight Employee: Shoshin

shared in CS Product Ideas

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.

patrickRegistered User

shared in CS Product Ideas

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.

Syam SunderGainsight Employee: Shoshin

shared in CS Product Ideas

Removing Timezone from C360 section for date fieldsResponse from Customer

Date fields of the object have a timezone appended on c360 page. Thare is a ask that Can we remove the timezone from these fields on C360 page. Thank you!

alison_kaprielianRegistered User

shared in CS Product Ideas

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!

SrikanthGainsight Employee: Rookie

shared in CS Product Ideas

Can we put filters for the Excel/CSV attachments in JO as we do when we attach reports?Response from Customer

Hi Team, Can we put filters for the Excel/CSV attachments in JO as we do when we attach reports. This helps customers to send the data which is not present on objects. Thanks & Regards, Srikanth

angelo.morlaniRegistered User

shared in CS Product Ideas

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.

jagadeesh_kumar_paidimarriVeteran Rookie

shared in CS Product Ideas

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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