Customer Communities (CC)

Hi everyone, We’ve run into a strange issue on our customer community where tagging users with @mentions in posts doesn’t always work. Sometimes the name auto-fills as expected, but other times it either doesn’t show up at all or fails to notify the user that they’ve been mentioned. This has caused a bit of confusion, especially in threads where users are waiting on responses from teammates or CSMs but never know they've been tagged. I’ve checked the roles and permissions, and nothing seems out of place. Has anyone else experienced this behavior? Could it be browser-specific or something to do with notification settings?

When creating new articles with API, can I include images in the content? The API docs talk about only ‘featured images’ (thumbnails etc.), but what about actual images within the “normal” content?

Hey All - I’m updating custom roles and gamification to display employee titles by their name. All going fine … but images just stopped loading. Could be related? Or something else going on? 

Hello, the following post lists points as a metric by which you can filter users from the User Overview.I don’t see this in my own instance, though. Is this actually supported?

Hey,I know how to get questions from a category, but is there a way to retrieve question from all categories under a section?

I'm experiencing an issue with my Gainsight Community website. Whenever I try to edit and publish any section (not just the mega menu), I receive the error: "No entry or class found for 'Module'". The developer console also logs this error with encoded characters.Could you help me understand why this is happening and how to fix it?  

Hi!For some reason i cannot publish changes i make when in “Edit layout” mode. I have tried different browsers and computers. I have a topic banner that acts as a “Current outage” message that i really need to remove asap.I have started a ticket to the support, but no reply yet.Does anybody else have the same problem?

We have a high volume of activity happening in a group at the moment and customers are getting slammed with email notifications to their inboxes because “subscriptions” are toggled on by default. Is there a way that I can adjust what is toggled on by default to reduce noise for customers?

Good day!Was there an update to either the Mega Menu or Custom Pages to change the spacing of the items within the Mega Menu?Before, we had everything easily displayed on one linebut now everything is bumped up to two lines:I do notice the addition of a Spaces section within the Mega Menu settings that wasn’t there before:I don’t see a way to hide or disable this. I’d like to get things back to a single line, as multi-line looks messy. Thoughts?-Sam

Hi! We’re sharing webinar recordings to people who registered by sending a community link per email. However, when you click the link the videos are not showing on the community page until you accept cookies and refresh. Which means we’re sending people to Vimeo instead of staying on in community.Please advice on how to fix this so we can keep customers engaged on the page.Thanks, Stine 

Hello, I am wondering if there is a back-end limitation to the number of custom roles that a community can support. I have reviewed the documentation below and didn’t find a definitive mention of this. However, I am considering a project that would involve creating quite a few custom roles and am concerned about maxing out or breaking the system (as has happened with other Gainsight features like moderator tags). Would love to know if there’s a hard limit in advance!

Is there a way to mention a large number of users in an article or topic without having to individually type each one in and hit enter? I’d like to welcome a group of folks that recently joined our community, tried copy/pasting a concatenated list but that didn’t work.

Howdy! 💚I’m hoping you could help? My colleague has invited me to join the company almost insided url to work on the community pages. The email invitation has not been delivered to me and we’ve tried it a few time now. Would you be able to see why it’s not going through and if there any workarounds? 

Anyone using the S.P.A.C.E.S model to track community metrics? I would like to get a benchmark of these metrics for reference. If you don't use this model, what is the best way to obtain relevant metrics through the platform?

 Hey all, Has anyone ever found a way to differentiate read topics vs unread topics? e.g. in the activity feed on the homepage, if I were to click into a topic, it could be greyed out on my end so I can keep track of what I have answered/clicked into.

Hi! I get this error when I try to edit event type:I have events under this type, but as far as I can read it’s still possible to edit the type. Any suggestions to what goes wrong?Thanks,Stine

Hello!I’m trying to embed a Canva video in a community post and while I’m able to embed the video, whenever I try to play it, the video just hangs and perpetually tries to load. The video has been set to “Live” and the link used in the embed is a “public view link”. Curiously I can’t watch the video in an Incognito window in Chrome either.Does anyone have any experience with this, or a potential solution?Here’s the thread, for anyone curious: https://mercell-en-sandbox-community.insided.com/uk-ireland-89/testing-embeds-98

I’m afraid I am somewhat frustrated after spending the best part of half a day building something to find that the API docs do not give anywhere near enough information. Take a look at this….https://api2-eu-west-1.insided.com/docs/community/#tag/ProductUpdates/operation/createProductUpdateMy intention was to load our Product Updates with a load of backdated content published elsewhere. I can get the majority of the data from scraping a page, tweak it in the admin console, then publish. I got all of that working and then I find out that there is no way to add a retrospective date. There is literally a “createdAt” field you can post. It is NOT required. So, the natural assumption is that if it is not provided, the date will be the date it lands via the service. If it is provided, then that date will be used. What happens? The date is ignored as far as the UI is concerned and you are left with the publish date showing.Had the “createdAt” date been explained, I may not have wasted a day on

Hello, I recently discovered that points are not awarded to users via Gainsight’s built-in gamification system for activity within private groups. I’ve opened a feature request about this here if anyone else would find this useful.  In the meantime, I am exploring Zapier as an alternative. We already have a supplemental point assignment system in place that works by awarding points to users who comment on posts that have a particular moderator tag. I would like to use this to set up an automated system which appends a moderator tag to every new post within a particular group so that users can still earn points for participating in conversations there. However, as I’ve been attempting to set this up, I am not seeing “new topics” in private groups as an available trigger within Zapier. Is this another limitation? Am I able to obtain this activity data another way? Hoping that I am simply missing something obvious. 

Does anyone have a Slack community and a Gainsight community - I’m curious to learn more about a hybrid approach as this is a topic that we have begun to discuss. 

How do I disable the Gainsight cookie pop-up? We’re implementing it from elsewhere, so we have the same banner and consent options across all our web properties.Which is working very nicely, other than I now have two cookie consent pop-ups on top of each other! 😄

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you have the CC+CS integration enabled and are familiar with how to build reports using the data, you may be wondering what reports we recommend creating.There are many ways you can use CC data in CS, ranging from the quick to implement to the more complex.Starting use cases (Reporting):Out of the box widget on C360 Custom “Community” tab on C360 Dashboards with visualizations and reportsAdvanced use cases (Actions):Community health score as a component of a Company’s health score Triggering CTAs based on a drop/absence of Community activity Using Community data in Journey Orchestrator programsIn this article I’m going to focus on the reporting use cases. C360 WidgetThis can be added to the Summary page of the C360. It contains a few key numbers and allows the user to adjust the time period it is displaying for. Custom “Community” tab on C360You can add

Hello Gamechangers,Is there a way to define more recipient attributes and where? I.e ‘Name’Thank you,Grzegorz

I havent thought this before but one of our user reported this:User wrote, that when he/she starts new topic, it is difficult to find correct category to where to publish topic. Later on user added, that in the Category listing there are bunch of categories but it isnt possible to publish new topics in all of them.And yes, it is true. I tested this here as well, when choosing Category I can see, for example “Community news” category, but I cant publish new topic there:  This is confusing. Also, when there are bunch of categories, it would be better UX if there is only visible the categories when user have rights to publish new topics there.Is there anything I can do?And, what is phrase to translate that error in Finnish?

HI Everyone,First time poster, long term stalker.I wanted to ask the community how they have managed changes to their Super User programmes? I have recently just started working on a whole new strategy for our community but with that comes some change management challenges e.g. new tiers/ranks, new requirements, more points required etc. Has anyone made significant changes to their program and if so, how did you manage the changes?Thanks so much!