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Question

Reported GameChanger Community notifications broken: Actively investigating


anirbandutta
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Many of you reported to the Community team about this and my apologies for not being able to move faster with this.

Example - The following notification Bradley forwarded to me.

Pl note that platform support are looking into the issue as it does not happen with all Idea notifications.

---------- Forwarded message ---------
From: Gainsight Community <community@gainsight.com>
Date: Wed, Sep 6, 2023 at 12:15 AM
Subject: "Add Picklist Color Outside of Reports" received a new comment on the Gainsight Community
To: <xyz@xyz.com>

 

“Add Picklist Color Outside of Reports” received a new comment on the Gainsight Community

Hi bradley,

romihache has just added a new comment to Add Picklist Color Outside of Reports (https://community.gainsight.com/topic/show?tid=46602) . Below is a preview of their post:

This makes total sense and I can already think how we could leverage this too! Great idea!
Click to view the full comment (https://community.gainsight.com/topic/show?tid=46602)

If you don’t view the topic on the Community, you will stop receiving updates. After viewing the topic, you will continue receiving updates if additional comments are posted.

Regards,
Anirban Dutta

 

Will share the resolution soon.

18 replies

revathimenon
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  • Gainsight Community Manager
  • 545 replies
  • September 15, 2023

@matthew_lind in reference to our conversation earlier. FYI.


alizee
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  • VIP ⭐️⭐️⭐️⭐️⭐️
  • 597 replies
  • September 15, 2023

I’ve had this on a Bradley post as well, so maybe it’s just posts from @bradley 😂. Sorry, just kidding 😅


romihache
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  • VIP ⭐️⭐️⭐️⭐️⭐️
  • 400 replies
  • September 15, 2023

Hahaha, I found the issue on a Bradley post too! 🤣
Thanks for sending me this link @alizee 😄
 

alizee wrote:

I’ve had this on a Bradley post as well, so maybe it’s just posts from @bradley 😂. Sorry, just kidding 😅

 


anirbandutta
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  • 1804 replies
  • September 15, 2023

😆 woops… we haven’t engineered anything sinister against your user Bradley.


anirbandutta
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  • Author
  • Expert ⭐️
  • 1804 replies
  • September 15, 2023

On a serious note friends… this has been hard for us to reproduce so appreciate sharing specifics of any email notification where you face this. Thank you.


matthew_lind
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  • VIP ⭐️⭐️⭐️⭐️⭐️
  • 650 replies
  • September 15, 2023

I’ve got a couple examples, one already shared with @revathimenon 

I’ll forward another one her direction.


bradley
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  • Expert ⭐️
  • 1101 replies
  • September 15, 2023
romihache wrote:

Hahaha, I found the issue on a Bradley post too! 🤣
Thanks for sending me this link @alizee 😄
 

alizee wrote:

I’ve had this on a Bradley post as well, so maybe it’s just posts from @bradley 😂. Sorry, just kidding 😅

 

haha, posting so much I broke the platform. It’s not a DDoS attack @anirbandutta , it’s just me posting ideas :P


revathimenon
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  • Gainsight Community Manager
  • 545 replies
  • September 22, 2023

Another update from @matthew_lind today - occurring for the notification on the same thread.

@anirbandutta FYI.

 


matthew_lind
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  • 650 replies
  • September 22, 2023

@revathimenon has my details, and adding...

There is a pattern where by once I get notifications for a Community thread where the links are broken, all the subsequent notifications for that same thread are also broken. My Support Spidey-sense would focus on the specific threads we’re reporting.


anirbandutta
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  • Expert ⭐️
  • 1804 replies
  • September 28, 2023

I had made some changes to the email settings last week but it hasn’t fixed the problem.

Thanks @bradley for being a constant partner on this.

It has been Matt, Brad, myself who have faced this issue first hand and only for comments on some Ideas posts, not a 100% of the times.

Wanting to know who else has been facing the broken post link in notification email issue and if anyone has spotted a pattern?


leo-inspired
  • Gainsight Employee ⭐️
  • 156 replies
  • September 28, 2023

Hi team!

Our engineering team fixed this issue two days ago; unfortunately, previous URLs on emails will not be fixed, but there should be no new ones going forward.

Please let me know if you continue to have problems with this 🙂


bradley
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  • Expert ⭐️
  • 1101 replies
  • September 28, 2023
leogs wrote:

Hi team!

Our engineering team fixed this issue two days ago; unfortunately, previous URLs on emails will not be fixed, but there should be no new ones going forward.

Please let me know if you continue to have problems with this 🙂

Out of curiosity, all the notifications have this in the email “If you don’t view the topic on the Community, you will stop receiving updates”

If we couldn’t be bothered to manually search for a thread where the link was broken, were we unsubscribed?


leo-inspired
  • Gainsight Employee ⭐️
  • 156 replies
  • September 29, 2023
bradley wrote:
leogs wrote:

Hi team!

Our engineering team fixed this issue two days ago; unfortunately, previous URLs on emails will not be fixed, but there should be no new ones going forward.

Please let me know if you continue to have problems with this 🙂

Out of curiosity, all the notifications have this in the email “If you don’t view the topic on the Community, you will stop receiving updates”

If we couldn’t be bothered to manually search for a thread where the link was broken, were we unsubscribed?


I don’t think you were unsubscribed to the topic. The issue we fixed was related to email notifications and the URLs. The links broke for everyone unfortunately. Does that make sense?


leo-inspired
  • Gainsight Employee ⭐️
  • 156 replies
  • September 29, 2023

This message “If you don’t view the topic on the Community, you will stop receiving updates”  relates to how our email notification system works. You will only get an email in case you open the next reply's automatic email or the topic in the community. For example:
 

  1. You create a new topic.
  2. User A responds.
  3. An email alert is sent
  4. User B responds.
  5. You will not receive an email notification unless you opened the first email alert from User A response or the topic in the community
     

bradley
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  • Expert ⭐️
  • 1101 replies
  • September 29, 2023
leo-inspired wrote:

This message “If you don’t view the topic on the Community, you will stop receiving updates”  relates to how our email notification system works. You will only get an email in case you open the next reply's automatic email or the topic in the community. For example:
 

  1. You create a new topic.
  2. User A responds.
  3. An email alert is sent
  4. User B responds.
  5. You will not receive an email notification unless you opened the first email alert from User A response or the topic in the community
     

I guess my point is that the wording in the email makes it seem like if I don’t action the email I’ll be unsubscribed from that post. If that’s not the case, then that’s fine, but maybe the wording could be improved.


anirbandutta
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  • Author
  • Expert ⭐️
  • 1804 replies
  • October 4, 2023

Resolution Update

Thank you @leo-inspired and team for identifying the issue with the titles of certain posts not being in sync at the dB level, identifying a set of some 30, at-fault threads and fixing this issue for them so that this problem with notification links on them would not be faced for those or any other threads going forward.

Thank you everyone for your patience. Let us know if you happen to find the email-notification issue occuring again for engagement after this time.  


matthew_lind
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  • 650 replies
  • October 4, 2023

Thanks @anirbandutta, @revathimenon, @leo-inspired and the whole gang.

Having deep links straight to content within email notifications is a huge time saver toward continuing to learn and engage.


anirbandutta
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  • Expert ⭐️
  • 1804 replies
  • October 4, 2023

Thank you Matt… also, currently it is the only way, but we are looking at the obvious Notification center for the Community in the near future 🤫  


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