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Feedback module in Gainsight PX

  • 6 September 2019
  • 6 replies
  • 132 views

Userlevel 6
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Posting this on behalf of a customer...

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It would be good to have the possibility do dispatch notification emails based on issue "type". Right now we have one address that receives all the submitted feedback, and we do the dispatching manually – issue to support, feature request to POs, etc. This takes, as you can imagine, a lot of time.

So, it would be very good to have the possibility when setting up email notifications about received feedback, to define who receives the feedback. Additionally, since we know what account is sending feedback, it would be good if we could say, send notification email to their account manager (we store that data in PX).

Also, adding the web address (and possibly the mapped Feature/Module) where the user submitted their feedback into the notification email would give us more context when analyzing.

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If you have suggestions, thoughts, and/or also would like something similar for your teams, please let us know.

Thanks!

@ciarapeter @mickey


6 replies

Userlevel 3

Hi @link_black, did this move forward in any way? The current set-up is triggering a lot of manual work, and being able to send the received feedback contextually would be very helpful. Right now we spend a lot of time just distributing e.g., issues to our support. 

Userlevel 6
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Hi @ikranjcec, not that I am aware of, but if I learn more I will let you know.

 

Much of our Product Management team’s new feature prioritization is based on multiple customers requesting the same feature, so if anyone else needs this feature then please like/comment this thread.  Thanks!

 

Userlevel 7

Please Vote for this idea if it’s important to you! We now have an explicit Vote option on Idea posts. :)

Userlevel 3

Hi! do we have any additional info on this, is it taken into consideration? We have a complex product and not being able to dispatch makes it harder for us to manage feedbacks that are coming. Thank you! @julie_pinto 

Yes please, we need a way to automate the sending of the issues to our customer support team. Just seeing the issues are without any way of manipulating it isn’t very useful.

Echoing the sentiments above… the ability to customize our own feedback ‘types’ and route each to their own inbox for separate teams to manage would be immensely helpful :pray:

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