Discuss Gainsight Products

 We want to improve how Staircase detects and surfaces risk-related events (e.g., “Extremely negative sentiment,” support escalations). Some customers report too much noise; others want higher recall. We’re exploring configurable sensitivity, simple presets, tenant-specific examples, consolidation of similar events, and clearer context in the timeline.Your input will guide what controls we build and how different personas (execs, managers, CSMs) consume these signals.Context for you:Current pain: Overfiring for some tenants, mixed accuracy, negative vs extremely negative imbalance. Directions being considered: Sensitivity presets (loose/medium/strict), optional per persona or account tier Tenant-provided examples to tune what should/shouldn’t trigger Consolidation of similar events and lightweight context/hover summaries Possible split of signals (support escalation vs sentiment vs high-severity alert) Optional admin rename of event types to match internal language Goals: Improve

Difference between Customer Goals & Success PlansComparison of Customer Goals & Success PlansThere are two distinct things: What are a customer's goals and what are we going to do about them?How Customer Goals Came to the Picture:    The way we had success plans set up in the past (with an 'objective cta') we had linked the two of these.   If it so happens that a goal would map to a single CTA and the duration of the goal equals the duration of the CTA and the tracking of the success of the goal is the same as the tracking of the progress on the CTA, then it all works.   But in general, one or more of those things is likely not to be true.   Independent Customer Goals :  By separating customer goals into their own concept, we acknowledge that a goal exists even separate from a plan to help achieve it, and that a goal may be accomplished even if the actions are not completed. Conversely, all of the steps assigned may be completed without the goal being achieved, and a goal

I have a html widget that I typically add banners to on my community homepage. Is starting to get longer than I would like. Does anyone know if I can add three “banners” in one html widget and have them rotate so I just need one widget vs three that I currently have? Each image, once clicked would go to a different URL.

Hi team,An end-user in our community recently mentioned a new pop-up appearing when editing in-post code. Previously, this could be edited directly inline (similar to Slack). Screenshot included below of the pop-up.Can you confirm if this is a new Gainsight feature or update, and whether there’s an option to revert to inline editing? Our community members have shared that they prefer the inline experience over the pop-up.Thanks so much in advance.  

Our Japan team is considering moving our Japanese knowledge base to gainsight, and also create custom pages for Japan. I thought I saw some announcements on this, but unable to find. thanks

Skilljar Community,For people using custom code snippets that don’t fall into the “Skilljar-supported” category, have you experienced any significant challenges that have caused issues with your site’s usability? Trying to understand the real-world impact of using custom code that is not “supported” by Skilljar.Thanks in advance for your input!

I want to produce an ‘end of week’ email digest summary for community members. Is anyone doing this already? I’d like to know the following;What has worked for you How long is your digest What do you include in the digest How do you populate it? manually or using some kind of automation. How do you send it out? Use email segments? etcThanks for helping me to explore what works and refining my digest. 

Is there anything unique or specific to Admin users for widget visibility settings? I added myself (an admin) to a segment and removed myself from another, yet I still see the widgets for the old segments and don’t see the widgets for the new segment. 

I created a segment to exclude, then used a segment rule NOT match any to exclude the accounts from an announcement (guide dialog engagement). On publishing it reverts to Match all. Even though it reverts and shows up as Match all, I think it is only showing to NOT match any but can’t be certain so have taken it down. Anyone else experience this and know what is happening here.

Hi y’all, I am getting ready to go on maternity leave and I am our only Moderator. We have someone who will be filling in but I am worried about all the Private Messages I typically get. What has anyone done to block private messages from coming in? I don’t want to delete my account since I will be back and there is not a way to automate an out of office message. 

Hi there,Our team uses pre-moderation so that every community post is manually reviewed by us before going live. **It’s a long story as to why we do this, but this question isn’t about that. We’d like to leverage the “unread by team” function to make sure every post is covered by us...but the act of reviewing/approving the pending post marks it as “read by team”. Long story short, we need to moderate questions, but we’d like them to live for a bit (peer-peer interaction) before our team comes in to answer them.Any ideas as to how we could do this?

How can I pull a csv of all of the user profile data from a list of users who have responded to a post? 

When uploading a PDF to an article, it does not appear as if the platform creates an automatic thumbnail or a preview option for the PDF. Is this by design?  Has anyone found a workaround, so it stands out and is more visually appealing in the article itself or am I missing something?  

Hello Gainsight Community,My Gainsight Admin and I are trying to use the Packed Bubble report type to group our customers together by Billing Location. End goal is to have visibility into which locations have the biggest pockets of customers and signal to us to evaluate starting a new user group in the area.Our initial filter is the Billing Location State. What we’re finding is that the Report stops at the letter M, and we’re not seeing any entries that go to a state beyond M (Ohio, Pennsylvania, Rhode Island, etc). Is there something very obvious we’re missing? Is there a limit on the number of records you can generate with a Packed Bubble report? Any help here from more experienced Gainsight users would be appreciated! -Ben

We are looking to use Customer Goals in 2026 for implementation, adoption, QBR, growth/established etc.  Struggling to find the best way to get started.  Do we create a library of just basic goals, and then allow the CSM to add additional goals?  Do we tie it to success plans (we only use a success plan right now for the implementation and adoption) or do we just add the goals separately?  Do the goals add to the Copilot or AI Cheat Sheet?   Looking for how y’all use goals and some best practices. We also do more at the R360 than most-we use the R360 to manage each individual product that a customer may own as there may be a different customer POC for each, so we do need to be able to things at the R level.

Hello Everyone,We’ve made some important updates to our data restoration process to ensure better clarity, consistency, and alignment across our Support and Engineering teams.🔍 Key Changes Any data restoration request that goes beyond the standard scope will now be reviewed on a case-by-case basis by our Support and Engineering teams. Please note that restored data may contain inconsistencies with dependent data. Identifying and resolving such inconsistencies will be outside the scope of the restoration process. The above is updated to the support documentation already. Document: https://support.gainsight.com/gainsight_nxt/Recycle_Bin/About/Recycle_Bin_Overview     ⚙️ What You Can Expect Each restoration request will be reviewed promptly by our Support team. We’ll set clear expectations within 24 business hours once all the required information is available. Restoration requests do not have a defined SLA, as feasibility depends on multiple factors including data availability and

Anyone else seeing issues with the Gainsight Assist Chrome plug in/app?  Our CSM’s cannot connect their emails-it’s either not working at all, or it appears like it’s working for sending an email the first time, but it’s not appearing after that for any replies to emails.  Submitted a support ticket, but looking for more info to help my team. Not having emails go to the timeline is a big issue for us.

How do you handle the 50K max character count in articles/topics when cutting content isn’t an option, and breaking it up into comments wouldn’t be intuitive for customers? Any workarounds or advice?

Good Morning Gainsters We are looking to embed our customer advocacy tool into our community.It can be embedded wit ha jscript. Here is an example: <div id="board_1"></div> <script type="text/javascript" src="//pym.nprapps.org/pym.v1.min.js"></script><script> var pymParent = new pym.Parent('board_1', 'INSERT_URL_HERE', {allowfullscreen: true}); </script> How do I get this into a html widget?I have tried straight pasting and third-party scripts in control but to no avail. Here is their documentation for reference…. https://docs.slapfive.com/customizations/embed-customer-voice-on-your-website-or-landing-pageThanks in advance for the assistance,

I would like my colleagues to have their own custom role which gets automatically applied so we can distinguish them from customers, is this possible? thanks

I’ve been thinking about how I can do this, but am coming up short. In a simple example, this is what the data looks like:ID1 / String1ID1 / String2ID2 / String3ID2/ String4ID2 / String5The end result of my data design is that I want to concat all the strings for each ID like thisID1 / String1 String2ID2 / String3 String4 String5Can anyone help me think of a way to accomplish this? Thanks!