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Gainsight Inc.

Gainsight Support Quick Reference Guide

Covers the 4 ways to get help: Gainsight Go, submitting a ticket, phone, or live chat.
 

Your Gainsight Customer Success Manager is always available to you for training, best practice discussions, logging feature requests & consultation. However, for when they are sleeping, or when things aren’t working as expected, here are some additional resources to utilize.

4 Ways to Get Help:

Gainsight GO!

Visit Gainsight GO to review helpful How To Articles, Product Videos and Release Notes.

Submit a Ticket

To log a support ticket go to https://support.gainsight.com/ and click Submit a Request. To learn more about logging and updating tickets, click on the links below:

Ticket Support is available:

Monday through Friday

7am - 7pm CST (excluding US holidays)

Phone

United States: (888) 623-8562 option 2

Phone support is available:

Monday through Friday

7am - 7pm CST (excluding US holidays)

Live Chat

You can talk live to our support agents between 8am - 7pm CST.

  • On Gainsight Go, you can find the Live Chat on the bottom right of the screen. Clicking on this engages our agents and allows you to chat directly with our agents.
  • You should use Live chat for quick questions for our agents
  • Please note that some issues may take longer to troubleshoot, and may turn into a support ticket if our agent needs to do some deeper troubleshooting on the issue.

After Hours

The Support office is not staffed outside of normal business hours. Tickets entered after hours with a priority of Urgent will be routed to an on-call agent and will be responded to within 1 hour. The on-call agent reserves the right to downgrade the priority of the ticket at any time.

Gainsight Site Status

Bookmark https://status.gainsight.com to view Gainsight performance metrics, planned maintenance dates, and incident reports.

US Holiday Schedule

  1. New Years Day
  2. Presidents Day
  3. Memorial Day
  4. 4th of July
  5. Labor Day
  6. Thanksgiving
  7. Day after Thanksgiving
  8. Christmas Eve
  9. Christmas Day

Gainsight Product Releases

Gainsight releases occur approximately once every 6 weeks, or twice quarterly, and typically on a Tuesday. Releases contain new feature enhancements and bug fixes. Releases are automatically pushed to your Salesforce environment. If you would like to inquire about disabling automatic upgrades, please contact Gainsight Support.

For more information, see also Gainsight's Upgrade Process.

Customer Feature Requests

Do you have a great idea to improve the product? You can share Product Enhancement requests on the Gainsight Community.

Additional Gainsight Resources

  • View Webinars & Whitepapers here
  • Explore our Best Practice Library here
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