CS Product Ideas
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Log emails to Gainsight using DL groupAcknowledged
Hi Team,Currently we don’t have an option to log emails to Gainsight using DL group (Shared email address) . It will be helpful if we can provide some way in future to log emails to gainsight using shared email address either it could be via plugins or some other way. If their is any workaround to achieve it , Please let me know.
Be able to add milestones from TimelineAcknowledged
First of all, love the Timeline interface! However, what is a timeline for, if not milestones? It would be great if Milestones added elsewhere were visible here, but even better would be if we could add Milestones as an option for the type of Activity logged.
Using in line surveys usually increases response rates, but not everyone keeps going after the first NPS/CSAT question, so keeping partial survey responses toggled on is super useful. Internally, our support team wants an email to fire to a case owner for a low score. We’d still want to capture this for partial responses, but right now they necessitate an additional wait.I’d like to capture partial responses but have them convert after a manner of minutes or hours rather than the minimum currently of one day.
Email Template Standard letterheadAcknowledged
Email templates are best utilized when they maintain standards - color, font, etc.There are often marketing/communication standards that we’d like to comply with which is possible by loading an html version into the code of a template.What would be helpful would be to be able to setup a pre-defined letterhead template and apply it to an email template at the time of creation. This would be help in case a company logo changes or color palette changes -- we would only have to update the letterhead standard rather than update each template that happens to use these standards.
Hi Team, Currently when we use the inline reports in JO and try to send a email , The columns are trimmed and we don't have an option to show complete column name or data in that column . While we add report to the program the column name is showing up fine but while sending, it is adjusting according to the template and trimming the column names and data in it. Currently we don’t have a way to adjust column size. If this can be taken up as future request it will be very helpful for the customer . Sample Screenshot.
Uncheck Send Separate EmailsAcknowledged
Current functionality does not allow you to uncheck the 'Send Separate Email to Recipients' if a token is being used. We would like to see this only come default on if a Contact Name is used, or if a survey is being used. Currently we are only tokenizing the Account Name in the Subject of the email, but nothing else. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180426-77240-1ybbekn-Snip20180426_53_inline.png[/img]
Currently when you associate a contact to a CTA and have multiple tokens in the email you can’t send to a different “to” address and have it populate the tokens. I have a customer who is sending internal communication to their CSMs and want to associate a contact which then can fill out the tokens in the email. I think if we were able to have this as an option it would provide a much smoother experience and more functionality to the associated person feature.
Timeline: Task InteractionAcknowledged
Would be great to be able to interact with tasks more in Timeline. So, currently, I can only mark a task as completed. Would be great for that section to expand and show the current fields on the task so that more info could be included without having to leave Timeline. Example: We have an activity type for Training. One of my follow up tasks for for a completed training is to check on usage a week after the training. I would like to be able to add a description of what that usage looked like as well as marking the follow up as completed.
Hello Community,we have a use case where we’d like to enable External Users to add Objectives and Tasks to a Success Plan. We’d like to see a sharing option where People (External) can see all externally shared Objectives and also add Objectives and Tasks if they wish.Thanks,Anita
Is it possible to make a field uneditable for end user(Success plan session in c360) and can update value via a rule?Acknowledged
Hi Team,Is it possible to make a field uneditable for end user(Success plan session in c360) and can update value via a rule? Currently we are showing custom field with editable in Rule Success plan 2.0 action.User want this field to be not editable by end user and have a Rule or Success Plan template populate it for them.
Ability to Save Mass Edit Settings like ReportsAcknowledged
Currently, there is no way to save Mass Edit views when reassigning/updating CTAs. We do CTA cleanup and reassignment on a regular basis and it would be a big time saver if we could save specific views so that we don’t have to recreate them each time.
Survey's Radio Button to appear More DarkerAcknowledged
Hi Team,We’ve received request internally based on customer requirement, “If there is a chance to make the Radio Button is the Survey much darker colour (or maybe the line is thicker?)”From the way how Survey looks, it’s clear and visible, but for someone who has visual impairments, may have different screen settings, hence looking for this option.From the Survey Options, I do not see a way to make changes to the Radio Button - Reference Video - https://share.getcloudapp.com/L1uBgnbD Thank you!
The addition of the Show/Hide Last Modified Date of an individual measure on the Scorecard Mass Edit report in Horizon Analytics is a wonderful addition! Would be great if we could also have the option to Show/Hide Last Modified By as well.
In-App Notifications for AdminsAcknowledged
In Gainsight, end users are provided notifications when they are mentioned in a Timeline update or if CTAs are created for them or for accounts they follow. Admins are notified via emails on if rules and jobs fail or succeed. It would be great to also have the option to see these notifications inside Gainsight in the notification section and be able to link directly to the rule, job, program, etc. This would centralize the experience vs having to platform switch between email and Gainsight.
Has Gainsight considered the use-case for dynamic content over variants? There are some instances where it would be great to be able to have blocks of content that change within an email, where everything else stays the same. Dynamic content blocks could be referenced multiple times across many email templates.For example - the footer is localized for regional addresses. The same block would be used across all emails, and only need to be built with filters that are defined once. Instead, I have to create many duplicates of a variant, add the filters to each variant, even if all of the other content remains the same, it’s very inefficient. Given the restraint on the number of variants currently supported, I’ll run out quickly when I have both content and footer changes to account for regions and languages.
Currently, if you have opened an individual CTA from a company's C360 cockpit like soand click on "Go to Cockpit" in the upper left, it takes me back to the generic cockpit with 1000+ CTAs, and not the cockpit of the company I was previously looking at.While I can appreciate maybe wanting to send CSM/End Users to their My CTAs view of their individual cockpit, I would expect this button to take me back to the C360 cockpit view.What I would like, is the option to do either one. A button to take you back to your individual cockpit (like we have now) AND a button that will take you back to the C360 cockpit you were looking at previously - Right now I have to switch tabs or re-search the company in my current tab and click “cockpit” if I want to go back.
Hi Team, Posting this request on behalf of a customer. We have a use case of acquisition or a case where bulk of the tasks in SFDC are older than 120days and there is no way to sync them back to GS timeline using SFDC to timeline integration since the max allowed days to sync past data is 120days. Since allowing entire task data sync to timeline may cause timeout issues with SOQL, it would be great if we can have a customizable date filters to bring in X months / years data into Gainsight recursively. Regards,Jagadeesh
Enabling Email to timeline for all users or a global setting for enabling the feature for all usersAcknowledged
Hello Team, It would be easy for the admins to enable the “Email to timeline” for all users or a global setting for enabling the feature for all users or a check box kind of field to enable this feature when creating the users in Gainsight.
File Repository within TimelineAcknowledged
One of our CSMs raised a request for enhancement around file attachments for Timeline Activities. Currently, if a CSM attaches a file to an activity, if they want to find the file again, it’s not easy for them to find without clicking into each activity. The proposed enhancement is for a way that the CSM can access all files attached to Timeline Activities in one spot.
Can you Import fonts? Survey 2.0 ThemeAcknowledged
I am looking to try and keep my NPS survey on brand as much as possible. Is there a way to import fonts into the theme or would I need to draft the NPS template outside of GS and import the whole thing? Currently there are only 4 fonts and a default in the drop down.
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