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Case expression logic in CSV JO programs

Hi,We use this standard case expression logic in the majority of our query builder JO programs:We would like to replicate this logic in CSV JO programs to avoid the need to manually export and upload the sender name and email on the CSV file, which introduces a delay between export and trigger date, within which some accounts may have been reassigned.We know we can pull in the CSM email with calculated fields by matching on account ID:But this doesn’t allow us to configure the logic which will use the CSM email for certain segments, while using the generic email address for other segments.Is there any way to achieve this without having to maintain a separate sender email address attribute at the account level, and without having multiple JO programs? Both of these workarounds introduce too much overhead.Regards,Silas

11 minutes ago

katepalliGainsight Employee: Rookie

Customer Success (CS)

Unable to add/ edit fieldsin scorecard fact objects.

Hi Team,We are unable to add/ edit fields in the scorecard objects. We could see Add/ edit option and also it is showing as standard objects. When we try to edit any fields and click on update its showing as “database operation failed. Contact support”. Could you please make the Add/ edit field option as grayedout or change the field type to system to avoid the confusion for the customers.@ChiragJ

31 minutes ago

WayneVeteran Rookie

Add a system toggle button or define the Support URL in GS UINew Idea

Give the ability to toggle GS support URL on or off in GS UIORGive the ability to define this url, pointing to us instead of GS product Support. Due to our complex environment we do not let our end users create tickets with GS itself. This is to alleviate the amount of time for our end users spend with GS support that eventually just get directed back to us anyway. So, anytime one of our end users submits a support ticket with GS, GS support redirects them to us, directly to our support page and to our knowledge pages. However, often we get end users still creating in the wrong place, this is because the support url displayed within GS platform directs to GS's support, a futile effort. If we could define this url. Then we would A) cut down on GS support tickets and B) get our end users quicker resolution times/less frustration.

34 minutes ago

alyloShoshin

Ability to Bcc in Journey OrchestratorNew Idea

Currently we are able to Cc a recipient/email address when we set up a program, but we would like to request the ability to Bcc a recipient/email address. It seems obvious that we've sent an email as part of a mass send when the sender's email address is Cc'ed, so Bcc'ing would be much more subtle.

1 hour ago

kstimAll Star

C360 Summary Tab - Misleading Pop UpNew Idea

Upon logging into my Gainsight instance this morning, we noticed the rounded corners in the Summary tab of our C360 - which looks awesome by the way. My only gripe is that there seems to be a pop up that appears when hovering over any uneditable field on the Summary tab that mentions the user doesn’t have the required permissions to edit the widget data, and that they should reach out to their Gainsight admin for assistance.I find this pop up to be misleading to our end users. This message appears after hovering over uneditable fields on the Summary tab, but at least for us, these fields being uneditable was intentional. In this case it’s not a permissions issue - they can’t edit these fields simply because we’ve marked them as uneditable.Is there any way this pop up can be updated to more clearly state the situation and in a more simple manner? Maybe something like “Your admin has made this field uneditable.” I can see us getting many pings from our field team on this, thinking they a

1 hour ago

sethGainsight Employee: ACE

Deliver Customer Success

CS Ops Compensation Benchmark Survey Results

Compensation data has not existed specifically for Customer Success Operations. In January 2022, Gainsight and the customer-run Gainsight Global Admins community collaborated to gather the first set of benchmarks.Our anonymous survey received 296 responses. Gainsight customers likely represent a significant portion, but the survey was also publicized broadly. Responses were encouraged from all types of CS Ops professionals.See the ResultsPDF attached belowReactions? Questions? Post them below!

1 hour ago

melissaRegistered User

End date shows the same month as the start monthReleased

When creating an event, I set the start date and end date. When scheduling the end date, I always have to click through the entire calendar. It would be nice if the end date goes right into the month of the start date. That would save me a lot of time and clicks.

2 hours ago

alex.maksShoshin

Events: Draft / Disable / EnableReleased

I saw a few other posts related to this for articles and such, but couldn’t find any for events.I see the option to save drafts or mark enabled / disabled for articles. However, this function is missing for events. Currently, the only way to remove any event is to completely delete it. I want to be able to disable events in case I need to make updates or temporarily hide.Similarly, draft mode would help with efficiencies in managing event setup.

2 hours ago

lila_meyerGainsight Employee: Grand Slammer

Need ability to copy eventsReleased

I like the new Events widget and the ability to promote events on our community. One of our customer-facing teams holds office hours for customers 3x a week for different timezones. It would really be handy if I could copy an event and just update the date and time fields, for example.

2 hours ago

ekennedyRegistered User

All About Pulse

Crafting Success: The Art of Creating Strategic Customer Success Plans & Verified Outcomes

I am so excited to be speaking at Pulse this year alongside Nicole Belanger, a Customer Success Manager at Gainsight! Nicole and I will be speaking on the topic of Success Plans and how you can use them to drive towards customer verified outcomes! Come join us in our session Putting Customers First: Success Planning and Verified Outcomes, on May 15th at 11:15am CT to discuss the Value Realization Program, getting started with success planning and best practices around verifying outcomes. If you’re new to using Success Plans or want to get better at managing them with your customers to help drive value, this is the session for you! Can’t wait to see you in St. Louis!! -Erica

2 hours ago

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silasramsdenShoshin

Customer Success (CS)

Case expression logic in CSV JO programs

11 minutes ago

esthertrapadouxShoshin

Customer Communities (CC)

Web analytics available for InSided?

Hi! Are there plans to include some basic web/page analytics for InSided community sites?

5 hours ago

EveShoshin

Customer Communities (CC)

etcRegistered User

Customer Success (CS)

What languages does the Cheat Sheet work for?

I’ve done a tentative roll out of the Cheat Sheet but noticed it didn't seem to be working for any Japanese language entries. I searched around but couldn't find a list of confirmed languages that Cheat Sheet should work for. It’s also entirely possible there are other configuration changes I need to make to get it to function for other languages.

1 day 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”?

2 days 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

2 days ago

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Add a system toggle button or define the Support URL in GS UINew Idea

Ability to Bcc in Journey OrchestratorNew Idea

C360 Summary Tab - Misleading Pop UpNew Idea

End date shows the same month as the start monthReleased

Events: Draft / Disable / EnableReleased

Need ability to copy eventsReleased

Customers changing the game

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Gainsters changing the game

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