Gainsight Integration with SupportLogic

Overview

SupportLogic’s Gainsight integration enables customers to connect their SupportLogic instance with Gainsight, allowing high-value alerts about customer health to be sent into a custom data object in Gainsight for further analysis and action. This guide outlines the steps required to enable this integration.

Steps to Enable the Integration

1. Generate Gainsight API Key

Customers must generate an API key in their Gainsight instance to facilitate the integration. Follow these steps:

1. Sign in to Gainsight with admin privileges.

2. Navigate to Administration > Integrations > Connectors 2.0 from the left menu.

3. Retrieve the Access Key:

   • If a Gainsight Integration entry exists, click Edit Connection and copy the Access Key.

   • If no entry exists, click Create Connection, select Gainsight Integration, and copy the Access Key.

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4. Provide the following to SupportLogic:

   • Access Key

   • Email address of the user who generated the Access Key.

2. Provide Gainsight Instance URL

Customers must provide their Gainsight Instance URL to SupportLogic. The format should be:

https://<customername>.gainsightcloud.com

3. Create a Custom Data Object in Gainsight

SupportLogic event records will be stored in a custom data object within Gainsight. A Gainsight administrator must create this object as follows:

1. Sign into Gainsight with admin privileges.

2. Navigate to Customer Data > Data Management.

3. Create a New Data Object:

   • Name: SupportLogic_Signals

   • Ensure the name matches exactly.

4. Add Required Columns: Below is the list of columns to be added to the new object. Ensure the names and data types match exactly:

For further assistance, contact SupportLogic support