CS Product Ideas

Submit product suggestions

  • 284 Posts
  • 25,372 Replies

284 Posts

J
Shoshin
jeffmanciniShoshin
shared in CS Product Ideas

Real-time rules triggered from objects that are commonly updated in real-timePlanned

99% of the changes we make to the Company object are done through scheduled rules. Our CS team generally does not make manual updates (by design.) This sort of defeats the purpose of real-time rules for us, since they would only be triggered when our SCHEDULED rules change something in the company object.I would love to be able to trigger real-time rules based on changes/updates to objects that are more likely to be updated in real-time. Example objects would be - survey objects, timeline activities, CTAs, etc. 

16
anirbandutta
2 days ago
faelan_herriott
Shoshin
faelan_herriottShoshin
shared in CS Product Ideas

Post Timeline Activity to More than One AccountPlanned

Hi,  In cases where you have multiple accounts linked together through an account hierarchy, we often have the case where we would like to record a timeline activity and have it recorded on each account within the hierarchy. That way if someone records something important that relates to all accounts within the hierarchy, it won’t be missed. At the moment our team have to manually go to each account in the hierarchy and repeat the timeline entry - if you have 10-15 accounts in a hierarchy, that’s a pretty long process. If there could just be a tickbox when you are creating an activity that said ‘post to all accounts in hierarchy’ it would be extremely helpful. Any chance this is on your roadmap or could be added to be sorted in the next while? Thanks

10
B
Gainsight Employee: Rookie
3 days ago
kcsp
Veteran Rookie
kcsp
shared in CS Product Ideas

Ability to Move Success PlansPlanned

There are instances when several accounts are consolidated into one new account, or two accounts merge into one. Currently if a Success Plan is created and the account will merge with a new account, there's no way to move the success plan to the new account where the CSM will continue to manage the account and success plan. Users have to manually re-create the plan, which loses the Objective/Task created date data.

6
J
4 days ago
phani_kumar
Gainsight Employee: MVP
phani_kumarGainsight Employee: MVP
shared in CS Product Ideas

Rule Results should include the Action's in the Execution LogsPlanned

Hi.In the Rule Execution History we have a option to download the Rule Results. But that downloaded file not cantaing the actions to see which records are passed in which action.Screenshot:Downloaded File:So it is very helpful if we get seperate sheets for each action along with the Records which are passed. This helps a lot in the validation point of view. Thanks.

5
darkknight
ACE
8 days ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Change Management log to identify what changes have been made and by whomPlanned

As our organization increases adoption of the tool and we have multiple operations team members working inside of Gainsight, there needs to be a mechanism for tracking changes that were made and by whom - both at the administration level and the user level.  As of now any changes have to be tracked manually - if at all. A nice addition to this would be the ability to receive a daily or weekly digest of all administrative changes that occurred.

20
pgeorge
Gainsight Employee: Rookie
19 days ago
hardik_mota
Gainsight Employee: Champion
hardik_motaGainsight Employee: Champion
shared in CS Product Ideas

Chrome Plugin Reporting FeaturePlanned

Hi Team, One of my customer is  trying to track the number of times a CSM has sent out a specific templated email. How does it work using the gainsight gmail extension to moderate email sends? Do we have this one in our roadmap?  Best, Hardik

8
Christina P
Shoshin
23 days ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
shared in CS Product Ideas

different from email address in email assist taskPlanned

Hi Team, Currently when we send emails using the email assist task . The from email address will be showing as the logged in user. If we setup different domains then we will get an opportunity to choose from which domain we want to send emails. We don’t have an option to change the complete “from” email address and replace it with a generic email address.  In future do we have an plans of providing this option to customers so that they can use any other email in “FROM” email address.

5
M
29 days ago
katie_b
Champion
katie_bChampion
shared in CS Product Ideas

Ability to select Timline Activity Type when logging to Timeline via Gainsight AssistPlanned

Our CS team is LOVING the new Gainsight Assist Chrome Extension, but we have 1 major request that would take it to the next level. Currently, all emails Logged to Timeline show up as an ‘Email’ activity type. In most cases this may make sense, but we have a few situations where we’d like to be able to select the activity type the email should be logged to.One specific example is our team’s focus on Strategic Engagements with their customers. Currently, if they have a strategic conversation they are sending a follow up/recap email via Gainsight Assist that is being logged as an email. To ‘get credit’ and accurately report on our strategic engagements, they are then copy/pasting the recap into a new Strategic Engagement timeline activity and logging that via Global Timeline or the C360. It would save a lot of time if while sending their recap email they could select a drop down to log the recap as a strategic engagement instead of a generic email.

14
duncan.young
Shoshin
1 month ago
keith_mattes
Champion
keith_mattesChampion
shared in CS Product Ideas

Data Designer Models from RULESPlanned

Working with many rules and building many datasets is the life of an Admin. Many times we have users ask for reporting on similar datasets. Wouldn’t it be COOL if you could automatically generate a Data Designer Model DIRECTLY from a RULE setup OR Journey Orchestrator source queries.Who’s with me????

4
rakesh
Gainsight Employee: ACE
1 month ago
K
Veteran Rookie
kstimVeteran Rookie
shared in CS Product Ideas

Default Rule Name Section in Rules Engine to Show Entire Rule NamePlanned

Hi all,Within the Horizon Analytics version of Rules Engine, it’s nice to be able to expand the Rule Name section to see the entire name of the rule without having to wait for the tooltip to pop up when moving your cursor over it. However, when I drag the bar over to see the entire name and then switch to a different folder, it reverts back to its default position and I have to move the section line again. It would be nice to have this auto default to show the entire rule name in Rules Engine and when switching between folders if possible. Thanks!

18
darkknight
ACE
1 month ago
jake_smith
jake_smithRegistered User
shared in CS Product Ideas

When will tabular reports in Email Assist be supported?Planned

The ability to send a compact tabular report via Programs is a great enhancement. Is this on the roadmap for other forms of communication as well? I.e. Email Assist

19
ssamarth
Gainsight Employee: Rookie
1 month ago
A
Gainsight Employee: Veteran Rookie
AnshitaGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Remove Inactive Users from SearchPlanned

I have often come across a Use Case where duplicate Users show up in search while applying filters in Dashboards or selecting names for some dropdown fields. This is because we get to see inactive users as well. Can we have roadmap/workaround to avoid ambiguity in such cases?

3
S
Shoshin
1 month ago
jagadeesh_kumar_paidimarri
Veteran Rookie
jagadeesh_kumar_paidimarriVeteran Rookie
shared in CS Product Ideas

Prevent inactive users to be available as internal attendeesPlanned

Hi Team, Posting this request on behalf of customer. Currently we are allowed to search inactive users and we are able to add them as internal attendees to activities.Currently we are searching whether the user type is internal or not and are not having any additional filter while displaying the internal attendees.We have below feedback from one of our customers and wants to restrict the search to display only active users.Feedback from customer:While I see the logic in including inactive users who may be relevant, the execution of this is flawed. The correct behavior would be to prevent adding these inactive users to any new activities or journeys once they are inactive.Currently, the system allows the same activities for active and inactive thereby making no differentiation. It causes more harm than good. I have processes going to users who are no longer with the company and we only find out once the harm is done.

5
S
Shoshin
1 month ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Rules Engine: Add "Month Name" to Transformation Date FormulasPlanned

I’ve found a use case to need to include the Month name as a token.  It would be great if we could have a “Month Name” as a date formula to derive the name of the month from a date. I tried doing a case expression, but since it doesn’t give a “Starts With” option, I am not able to derive the month from a date and convert it to text.

10
bradleymcg
Grand Slammer
1 month ago
kelly
All Star
kellyAll Star
shared in CS Product Ideas

Please Improve Out of the Box Email ReportingPlanned

Out of the box reporting for standard industry email metrics does not exist in this platform if you want to be able to slice and dice the data. I have to look to AO Emails to refine by Vertical or Segment, rather than Email Logs, however, it's not intuitive. [b]Email Logs vs AO Emails [/b] Sent / Delivered / Total Opens / Total Clicks / Unique Opens / Unique Clicks Email send time (this is equivalent to Delivered) / Email Open Count / Link Clicked Count / Last Email Opened Date / Email Clicked Date I'm not sure how that could be any less intuitive. Plus, Email Logs and these fields in AO Emails do not allow for Formula fields so I can't have a report or a dashbaord that displays these metrics in rates, from what I've tried so far. Email Template Performance Report, found in Program Analytics, would be a great start alas it is nowhere to be found in Report Builder and is missing some key metrics. [i]Please [/i]give us standard email marketing metric fields

12
L
Shoshin
1 month ago
jen_pakravan
Shoshin
jen_pakravanShoshin
shared in CS Product Ideas

Integration between Timeline Activities and Google CalendarPlanned

We have a use case where it would be helpful to see in Gainsight all of the upcoming customer calls/onsites, which we typically have stored in individual CSM calendars. Is there a way to do this presently in the system? If not, I know there's an ongoing thread about CTAs and GCal integrations that I think is similar (and not redundant) to this request.

30
B
Gainsight Employee: Rookie
2 months ago
cmultanen
Champion
cmultanenChampion
shared in CS Product Ideas

Ranking in Rules EnginePlanned

It would be great if we could rank accounts in the Rules Engine, similar to ranking in Report Builder. For example, ranking accounts so that only X number receives a certain CTA or action. A specific use case would be ranking our top 50 customers by spend to automatically generate CTAs and other field triggers as part of our top 50 customer engagement program.

14
phani_kumar
Gainsight Employee: MVP
2 months ago
bradleymcg
Grand Slammer
bradleymcgGrand Slammer
shared in CS Product Ideas

Allow Tokens in Journey Orchestrator Email CCPlanned

Mostly what the title says. I’d like the ability in JO programs to use a token in the CC portion of sending emails out. Use case: I have a CSAT survey and I want a conditional wait for an email that only sends on a low score to the case owner. I would like to CC their lead, but it may not be the same lead for each case owner so I can’t just put in a static email. In this case a CTA is not a viable alternative.

8
R
Shoshin
2 months ago
CarollynnC
Shoshin
CarollynnCShoshin
shared in CS Product Ideas

Bulk clear bounces via Email Validator using a listPlanned

I am looking for a way to upload a list (.csv) via email validator to clear bounces.  Anything other than one at a time would be beneficial and appreciated. Some of the other, similar ideas that bear repeating on this topic:https://community.gainsight.com/topic/show?tid=41303&fid=21https://community.gainsight.com/topic/show?tid=38941&fid=21

3
tiffany_hui
Shoshin
2 months ago
perry_rogers
perry_rogersRegistered User
shared in CS Product Ideas

Connect Email to Timeline /BCC timeline updates to a CTAPlanned

We would like the ability to tie timeline activities created through BCC/Email to Timeline to CTAs that have already been created. Before the email assist/BCC functionality, we would create timeline activities within a CTA (and still do so), but we are unable to tie BCC emails to a particular CTA now to keep our communications tied together. If there was some way to include the title of the CTA in the subject of the email, or something like that, to tie the email to the CTA, that would help out our team greatly.

11
anirbandutta
2 months ago
gunjanm
Golden Ruler
gunjanmGolden Ruler
shared in CS Product Ideas

Clone Objective TemplatesPlanned

Since we cannot assign multiple Objective Templates to a Success Plan via Rules Engine (at least not in an easy, automated fashion), we are creating an Objective Template for each permutation. However, even this task is difficult because we cannot clone Objective Templates and need to fully recreate it even if we are simply adding one extra Objective to it. This creates additional and unnecessary overhead. 

9
heather_hansen
ACE
2 months ago
dan_ahrens
ACE
dan_ahrensACE
shared in CS Product Ideas

Outlook/Google Calendar integration to Automatically create a CTAPlanned

Hi - an idea that was shared with my by one of my customers was related to creating CTAs automatically through Outlook/Google calendar integration. The use case is as follows: [list] [*]CSM creates a calendar meeting request to their customer to schedule a meeting. While in the calendaring app, they have an option to click a button that will sync that meeting to a CTA in Gainsight. [*]The CTA will be created using relevant content from the meeting request (some details will have to be worked out as to how the correct customer is selected and how other mandatory fields are populated) [*]CTA is now ready to be actioned upon once the meeting is held and the notes are added to the CTA or chatter feed for that customer. [/list]This would allow for reduction of an extra manual step and will especially assist in cases where customers do not have standing recurring meetings, but instead meet in an ad-hoc basis.

37
jeynreyn
Shoshin
2 months ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
shared in CS Product Ideas

Is there a way to use the Cockpit Calendar integration (gsuite or outlook) to pull calendar events from an external calendar into Timeline?Planned

I was speaking with a customer: Anthony from Degreed, and he had a rather interesting use case to ask me about. In the past few releases, Gainsight introduced Cockpit/Calendar integration for Gsuite and Outlook. It is a great feature that writes CTA info onto an external calendar.. but currently this functions standard operation is a one way push from GS to the external Calendar. There does not appear to be bidirectional capability in this features current function. Anthony wanted to see if there was a way to use this cockpit calendar integration to pull meeting details from his external calendar and automatically create timeline activities. His main asks were: if there is any way to sync calendar events INTO Gainsight today.   if you know of any possible partner solutions or workaround if there is a plan/roadmap item to introduce this functionalityI did float this ask internally and did get a few responses. This ask did seem to resonate with some of my other customer facing counterpar

8
E
2 months ago
Jef Vanlaer
Champion
Jef VanlaerChampion
shared in CS Product Ideas

Move Timeline Activity from Company to RelationshipPlanned

We are using Relationships to differentiate between products and in our case also the CS team working with the customer. Therefore, our team should always log activities on the Relationship Timeline instead of the Company Timeline. Sometimes, that goes wrong and currently, the only solution is to recreate the Activity on the Relationship Timeline and delete the one on the Company Timeline. It would be great if the Activities could be moved, for example by updating the Related to field of the Activity.

10
miguel_rodriguez
2 months ago
gunjanm
Golden Ruler
gunjanmGolden Ruler
shared in CS Product Ideas

Auto Unfollow Notification SettingsPlanned

Love the auto-subscription feature based on role assignment on Company and/or Relationship records as detailed here: https://support.gainsight.com/Gainsight_NXT/Notifications/Admin_Guides/Admin_Notification_Settings#Configuring_Auto-Subscription_for_Notifications However, when someone is unassigned from, say, the CSM user lookup on a Company, they are not automatically unfollowed from the Company. That’s not fun. Let’s fix that please. 

5
anirbandutta
2 months ago

Check out our upcoming events

Terms & ConditionsCookie settings