Gainsight Support Quick Reference Guide
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)
- 7am - 7pm BST (excluding UK Holidays)
Phone
- United States: (888) 623-8562 (option 2)
- United Kingdom: 01876 52 0 118 [Please dial +44 1876 520118 if you are trying to reach us from outside the UK]
Phone support is available:
- Monday through Friday
- 7am - 7pm CST (excluding US holidays)
- 7am - 7pm BST (excluding UK Holidays)
Note: Phone support is available for the Gainsight CS product, and not yet available for the PX or Digital Hub product.
Live Chat
You can talk live to our support agents between 8am - 6pm 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.
Note: Live chat is available for the Gainsight CS product, and not yet available for the PX or Digital Hub product.
Gainsight Site Status
Bookmark https://status.gainsight.com to view Gainsight performance metrics, planned maintenance dates, and incident reports.
Holiday Schedule
| US Holidays | UK Holidays |
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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.