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Best Practice for Gainsight CS CTAs when assigned owner is out of office

Hey folks, I am not a Gainsight CS admin so excuse my poor use of terminology. We have a process in which a Gainsight CTA is created. Employee Jellybean is the assigned owner of the CTA. However, Jellybean needs to go out of office.It’s my understanding that Gainsight CS has a limitation of only being able to assign 1 owner per CTA. I also believe there is no “out of office” rule that can be triggerred. How do you all handle the situation in which an assigned owner goes out of office but the rest of the team needs to pick up their CTAs? Ideally the solution would be automated and provide the new team member with notification to take action.

9 minutes ago

rhallVeteran Rookie

Customer Communities (CC)

How to change the "Something has gone wrong" page email address?

I shouldn’t really have to ask this. I should be able to find this easily, either in the application or the documentation, but here I am. Does anyone know how to change the email address in the “Something has gone wrong” message? By default it says “support@insided.com”.I could change this by using some code in the third-party scripts, but I can’t believe that I would have to do that. However, after looking around for an hour now, I cannot find a way of doing this. I presume that it is a phrase, but I can only find anyone mentioning how to change the “Something has gone wrong” text.To see this page in your community, here is a way to get to it. Create a new user and log in as that user. Stay logged in. From the admin console (on another machine or an incognito tab), erase that user. Go back to the machine/window where your deleted user is logged in and try to change the page.You will then see a “Something has gone wrong” page with the “support@insided.com” email.Any ideas on how to cha

16 minutes ago

sdrostgainsightcomGainsight Employee: ACE

Meetings & Office Hours

Tuesday US Admin Office Hours (CS Platform): Apr 30, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!Apologies for the late post!This thread is for today’s Tuesday Admin Office Hours session, Tuesday, April 30, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, Tuesday, April 30, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09 Meeting ID: 967 5809 8131Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

43 minutes ago

balajibvRegistered User

Customer Success (CS)

Top 10 plus Others

Im trying to create a pie-chart where we would like to display the Top 15 accounts with case count, but group everyone else as “Other”.I know we can use “Limit” to get the Top 15. But how can I get rest of the accounts under “Others”?

53 minutes ago

CharlotteKShoshin

Customer Success (CS)

Journey Orchestrator | Personalized Links in CSV Upload?

Heya, I’ve been trying to do a bulk upload of a CSV list in Journey Orchestrator, that includes personal links for some of our customers to redeem a gift via our gifting platform (Reachdesk), and for some reason, the link isn’t uploading in the Program.I’ve ran programs with this before, and it’s the 1st time I’ve encountered this problem.I double checked the CSV, and the links appear in a text format - so no idea why they aren’t being pulled through. Any suggestions? Any changes? Ta!Charlotte

1 hour ago

Lena H.Veteran Rookie

Customer Communities (CC)

AngelaBrownGainsight Employee: Rookie

Customer Success (CS)

Customer Success & Support: The Perfect Pairing 🍷🧀

What’s better than the perfect wine and cheese pairing? Support ticket data and customer success of course! Okay- maybe it’s not as good as a glass of cabernet with some aged cheddar but support ticket data in Gainsight CS is certainly a valuable pairing that can help elevate your customer success goals for several reasons: 🤕 Insights into Customer Pain Points: Support ticket data provides valuable insights into the issues and challenges customers are facing with a product or service. By analyzing this data, customer success teams can identify recurring issues and pain points, allowing them to proactively address these concerns and improve the overall customer experience. 🤝 Opportunity for Proactive Engagement: By monitoring support ticket data, customer success teams can identify customers who may be experiencing difficulties or dissatisfaction before it escalates. This allows them to reach out proactively, offering assistance and solutions to prevent churn and build stronger relati

2 hours ago

JulianGainsight Employee: ACE

Phrases

Hidden Phrases: (Customer Communities standard) Login / Registration pages

Some text strings on the community cannot be edited with our live-edit tool, e.g. when you can only see a text string when you are not logged-in. In these cases, you will have to add the phrase manually. For this you will need to know the codes so you can add it via the Control environment in Control → Customization → Phrases.In this topic you can find the details to change the phrases on your login & registration pages. Note: This only applies to the standard Customer Communities login / registration, not login via SSO!How to change a textNavigate to Control → Customization → Phrases. Click Add phrase Add Module and Key in the details panel (see list of modules and keys below) Provide Translations in the Translations panel Click Save changes, your new phrase should be applied The login page 1. TitleModule: CommonKey: login.detail.title2. Description*Module: CommonKey: login.detail.descriptionWithRegistrationLink *Add the variable {registrationLink} to the description to include a

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2 hours ago

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security_lionTeam Captain

Customer Success (CS)

Best Practice for Gainsight CS CTAs when assigned owner is out of office

9 minutes ago

rhallVeteran Rookie

Customer Communities (CC)

How to change the "Something has gone wrong" page email address?

16 minutes ago

balajibvRegistered User

Customer Success (CS)

Top 10 plus Others

53 minutes ago

CharlotteKShoshin

Customer Success (CS)

Journey Orchestrator | Personalized Links in CSV Upload?

1 hour ago

Lena H.Veteran Rookie

Customer Communities (CC)

csv Export of Segment: What is the logic behind "Last activity" & "Last visit"?

1 hour ago

Lena H.Veteran Rookie

Customer Communities (CC)

Is there a workaround to move comments out of a product Update?

Hi,We currently have one topic in our community which we would like to escalate to the next level so it reaches our Product Team. Members are commenting EVERYWHERE the theme pops up. In order to keep an overview and being able to work on the feedback, we have clustered the different aspects the comments are mostly focusing on. We have channeled the feedback in 4 Main Threads and will merge them into ideas so that our Product Teams can work with it in Ideation.Challenge: We have a few comments on several aspects in a Product Update which we would like to add to those 4 main Threads, depending on the topic. Is there some way to do this? I am aware that this isn’t possible directly, I already voted for @DannyPancratz idea: Best,Lena

2 hours ago

Wilder-ClariVeteran Rookie

Customer Communities (CC)

How can I embed an iframe into a Insided page

7 hours ago

Anks89Veteran Rookie

Customer Success (CS)

Fetch Survey Reminder Sent Date in a report

Hi, We have configured 2 automated reminders to get sent out 3 days after the original survey has been sent and unresponded. How can I fetch the dates when these reminders are sent in a report?

19 hours ago

CzarateRegistered User

For CSMs by CSMs

Best Practices examples

Greetings everyone! Our Customer Success Managers are seeking standardized topics to include in their cadence calls. While we are aware of the "Sightline Vault," which offers some best practices, these seem to be more akin to templates rather than a comprehensive content library. Is there a resource within Gainsight, such as GS university, community, etc., where they could discover something resembling a repository for this purpose?Thank you!

19 hours ago

gracelcShoshin

Customer Success (CS)

Filling in Blank Values when using a Query in Journey Orchestrator

Hi everyone!I'm sending a JO from the CSMs email address but for some accounts there is no CSM, so the value is null and those participants are therefore failing. Is there a way to input an email address in place of the CSM email address where that field is blank when using a query to pull participants into a Program?

1 day ago

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