Stronger Customer Health Starts Here

Stop combing through support tickets and start acting on high-value signals within Gainsight.

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Holistic Customer Success means end-to-end visibility of your CX

The most successful companies are removing the blinders and automatically reading the interactions occurring in their support tickets to improve the customer experience.

Take Advantage of Support Insights

When you connect SupportLogic to your CRM, the high-value signals hiding in your ticketing system can be pushed to the Timeline or a Custom Object in Gainsight.

This allows Customer Success to stay aware of the support experience at all times and avoid combing through tickets, letting them deliver a more holistic customer experience:

  • Driving expected outcomes and growth
  • Being the trusted customer advisor
  • Getting proactive on issues
  • Bringing the VoC to product development

Built on What You Already Use

SupportLogic plugs into your existing ticketing system and reads 100% of your tickets. There’s no “rip and replace” or deep coding required.

From there, insights and alerts are extracted and pushed to Gainsight using the API key you provide. Our secure, self-service design means control of your data stays with you.

Read about our security protocols

Gainsight + SupportLogic unlocks a host of benefits for Customer Success:

Extract the VoC from support tickets

Actively monitor top customer issues

Stop firefighting customer escalations

Understand and act on negative sentiment

Act on customer churn predictions

Pinpoint and reduce product friction

Frequently Asked Questions

What’s included in the Gainsight integration with SupportLogic?

SupportLogic sends support insights and predictions to Gainsight that allow CSMs to take immediate action to improve customer health. The integration pushes the following events to the timeline:

  • “Negative sentiment” signals
  • Signals predicting that a support case is “likely to escalate”
  • “Churn risk” signals 

These allow CSMs to proactively use support insights to:

  • Level up customer relationships
  • Reduce firefighting customer escalations
  • Boost revenue retention

SupportLogic connects with your support ticketing system (Salesforce Service Cloud, Zendesk, Freshdesk, Microsoft Dynamics, ServiceNow, and so on), continuously monitors the support tickets, extracts customer signals (frustration, confusion, negative sentiments etc), and predicts customer events in advance.

SupportLogic then connects to Gainsight via API. Whenever SupportLogic detects a notable event, it will push the event to the Timeline and the customer account where this signal was detected.

To enable this, we recommend that you create a user in Gainsight with appropriate permissions. On the SupportLogic side, you can provide Gainsight connection details such as Gainsight domain, Gainsight API key, and the email of the user that created for this integration. Once the connection is established, SupportLogic will automatically push notable events to Gainsight.

Three types of predictions are sent to the Gainsight Timeline:

  • Language patterns from support cases that predict a Customer Churn Risk
  • Predictions on cases that are Likely to Escalate (LTE)
  • Negative sentiments expressed by the customer in support cases, such as Profanity, Frustration and Lack of Progress.

The SupportLogic integration with Gainsight will be available starting with Gainsight NXT.

SupportLogic syncs events to Gainsight as soon as they are detected.

SupportLogic employs a usage-based pricing model. Events pushed to Gainsight will be counted as an Events API and charged 25 credits per push. Contact your Account Executive for full credit table details.

A SupportLogic signal is sent as an event to the Gainsight Timeline and displayed as an activity log on the screen.

Event details include Event name, Event note (description), Activity Type (default to “Update”), Created By, Activity date, Internal Recipients, and External Recipients.

SupportLogic will register the LTE event in Gainsight. If the LTE prediction is later removed then no further events will be registered in Gainsight. However, if the user views the case in SupportLogic, they will be informed that the case is no longer predicted to escalate.

When a LTE case is reviewed and addressed inside of SupportLogic, on the Gainsight Timeline page the event will remain the same, but when the user opens it inside SupportLogic they will see the relevant status on the SupportHub timeline. In addition, the Escalation Review panel will display “View escalation review” instead of “Start escalation review”.