Question

Reported GameChanger Community notifications broken: Actively investigating

  • 15 September 2023
  • 18 replies
  • 112 views
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.

It's an opportunity for engagement

18 replies

revathimenon
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@matthew_lind in reference to our conversation earlier. FYI.

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

If you don’t want to make mistakes, don’t do anything. If you want to learn, ask questions and make mistakes, except in construction because they’re the most expensive part of building.
romihache
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Hahaha, I found the issue on a Bradley post too! 🤣
Thanks for sending me this link @alizee 😄
 

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

 

Continuous improvement is better than delayed perfection
anirbandutta
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😆 woops… we haven’t engineered anything sinister against your user Bradley.

It's an opportunity for engagement
anirbandutta
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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.

It's an opportunity for engagement
matthew_lind
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I’ve got a couple examples, one already shared with @revathimenon 

I’ll forward another one her direction.

Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
bradley
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Hahaha, I found the issue on a Bradley post too! 🤣
Thanks for sending me this link @alizee 😄
 

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

@anirbandutta FYI.

 

Where focus goes, energy flows.
matthew_lind
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@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.

Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
anirbandutta
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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?

It's an opportunity for engagement
leo-inspired
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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 🙂

Lauro Lana | Customer Support Engineer | Gainsight Customer Communities
bradley
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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
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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?

Lauro Lana | Customer Support Engineer | Gainsight Customer Communities
leo-inspired
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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
     
Lauro Lana | Customer Support Engineer | Gainsight Customer Communities
bradley
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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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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.  

It's an opportunity for engagement
matthew_lind
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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.

Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
anirbandutta
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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 🤫  

It's an opportunity for engagement

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