Customer Communities (CC)

Does anyone know the best means to filter community categories from the Moderator when posting articles to prevent posting to non-desired communities? 

Hi!We have an old community and we’ve ended up having quite a few custom roles. Now we want to delete custom roles that are no longer in use. however we are unable to delete these user roles as there still are tens and tens of users that have these roles. I understand we need to remove these custom roles from these users before we can delete the custom roles.Is there an easy way of removing a custom role from all the users that have this custom role? Using the API is not an option for us at this point :)

Hello!What is the status of creating events for hidden groups?  According to this info, the event creation for hidden groups is in voting stage.But the UI text in Control (in my staging community where I have activated the Early access to Events improvements and Events Overview pagination sliders under Open betas) says, “…..private and hidden group events are only visible to members”:So, it’s going to be ….implemented? 🙂 I wanted to explore event creation for hidden groups in staging, but I cannot select anything in Choose group (there are 2 hidden groups in my staging community and no private groups ). Is it me or is it not working yet? 😅The possibility of creating events for hidden groups would be very useful in my productive community.Thanks!

Hi! I’m trying to delete an old topic in our community, but the More options dropdown doesn’t expand. This is the case in both Chrome and Safari.  Seems it’s also the case for the Theme-button.Can you help resolve?Thanks,Stine

Hey there, My team and I are wanting to know how often you change out your community content on the home page? (featured topics, trending topics, webinars, events, etc..)1 week? 2 weeks? Months?We have a lot of content that we want to show and share. But want to make sure we leave it up long enough for community members to see. 

I've had some problems setting up event times as we have people in different time zones. It seems confusing to me and when configured for some the date and time display appear incorrect, could this be related to the timezone of the user's browser? How does this work?Don't we have the option of standardized times like EST, BRT, CST, etc.?

Hi everyone, I'm looking for a way to publish an article on our community that remains hidden from the general public but can be accessed by customers who have a direct link. Does anyone know how this can be achieved? Thanks for your help! Luc

how should I get client ID and clientsecret

I know that we want all questions to receive a Best Answer, but I wanted to see if there is a benchmark for Best Answers for every question. It continues to be a metric that we track and want to report out on, but it requires manual work (marking best answers) so we are not consistently at 100% so I wanted to ask if there was a benchmark that we can compare to. Thank you!

Hi all,We’re definitely starting to see spam ramp up in our community and while I’ve taken every proactive measure I can think of… there’s got to be more!We’re still seeing a lot of spam sneak through the Akismet filter - mostly because spammers are getting crafty by generating AI ‘answers’ and sneaking links in. Or sometimes they just post something that is clearly spam (example: a scantily clad woman with an inapproriate title) and Akismet is like “Looks great. Post!” 😫Things we’ve done:Actively use the Akismet spam filter properly by tagging spam as such and removing through the spam page Liberally banning users who exhibit any spam like behaviors including suspicious posts Setup a Zap that alerts us with a Slack message for any post that includes a link so we can reviewThings we can’t do:Permanently turn on pre-moderation. It kills engagement in our community and raises redundant posting significantly.Any ideas? What I really wish we had was a Zapier trigger that would allow us to

There are some great webinars from Gainsight recently but I’ve sadly missed some of them and want to watch them. Where can I find all the recordings for the CC webinars please? Thanks

Is there a way to pull a report of the users with most badges? This would be interesting info to provide in the template I’m creating for my client’s monthly metric reports. (I’m already including the users who have reached the highest ranks, as well as Top 10 lists of users who have other achievements.) Thank you!

Hello.We have just launched our Customer Community this year, and I’m wondering if anyone can share their success measures? We have multiple online solutions that use PX and could push users to CC, but I’m wondering what benchmarks might be.  For example, if our solutions have 100,000 users, how many of those users can we expect to be active in community?Perhaps something along the lines of this community post talking about super users? I’m trying to get information to help us quantify “success” with our Community platform. Are we doing well if we have 10% of our solution users in Community? Should it be 50%? What is realistic?Thank you in advance for your input!cc: @Konstantin @Julian @jmobley @aroberts @arminfpop @JPKelliher @Lake1211 @woodlande @Gainsight2022 @wheelern @lila_meyer @sai_ram @harshibanka @dan_ahrens @anirbandutta @seth @revathimenon @Kenneth R 

My engg team is working on enabling SSO for community from within our products. In order to configure it, they need community ID. where can I see my community ID? or where can I see ‘Control URL’

Hi All! If you’re on the hunt for your next Community gig, I may have the role for you! I’m currently searching for a Senior Community Specialist to come join my team at Jamf. The role is for folks in the US and is fully remote (unless you want to go into the office). A few facts:This is NOT your traditional community manager job.  This role is focused, almost entirely, on USER GROUPS.  Get all the details in this video that I shared on LinkedIn. If it’s not for you, please consider sharing it with your networks so others can learn about the opportunity! If this sounds like something you’re interested in, please apply today (or very, very soon) here. We’re moving on this role quickly! (And to ensure we see your application, it doesn’t hurt to let me know on LinkedIn. 🙂) Thanks & good luck! 

Hello there!Our Community is about to have our first birthday and we’ve learned a lot!In fact, we’ve learned so much that we are looking to change the number of points for our engagement leaderboard.The Gainsight Community already provided loads of great recommendations for allotting points, but my question is, how often would you recommend making changes to the points structure based on your own experience? Also, when you did make a change, how did you inform your members, and was it well received by them? 

Hi Community, In the last few weeks, we have invited Members to an onsite event, we selected the members who are based in this city and send them a once-off E-Mail Campaign. The response seems incredibly successful to me, especially compared to our Monthly Newsletter (Send out via Hubspot). Also the registrations through this mailing were excellent.I want to validate and compare the numbers now with other Communities. Similar to @revote’s Post: What numbers do you get in Segmented once off Mailings? @aluciani, @VarshaAhir you seem to use the tool. Also @KrisGoose, I have seen you are using the automated E-Mail Campaign and having great numbers there, congrats! Are you also using the once-off E-Mail Campaigns?We have sent the e-mail campaign from both our 2 Platforms and got numbers:Open Rate: 50-60% Click Rate: 13-15% The segmentation, sending it out to only members who are based in the City, seem to be the key driver of success in this case.Looking forward to exchanging here. :) Best,

This occurs here and in our community as well: 

I just renewed our System emails. I have tested them with Outlook and iOS native email client and email´s are there ok.Now our users reported, that when viewing System email in Gmail client (or from web) footer “jumps” to the left: Notice also that scroll bar in the bottom.This occurs only with Gmail app so is this problem in my email template and the code, or where? How to fix this? 😊

We just noticed that emojis doesnt work in private messages. When you press emoji icon, nothing happens. This occurs in our community and here as well. We have tested with Chrome and Firefox.

Fostering a thriving customer community holds immense value in today's digital landscape. We are constantly talking to customers about the challenges in digital customer success and community. Time and again, the resounding answer revolves around the quest to craft a seamless digital experience intertwining community, knowledge base, training, and beyond.While technologies like PX and Journey Orchestrator play pivotal roles in shaping digital experiences, there's an undeniable surge in the realm of digital community engagement. We understand the significance, but we want your perspectives. That's why we’re extending an invitation to participate in our 2024 State of Community survey.  This research initiative guarantees complete confidentiality and anonymization of responses. Plus, as a participant, you'll gain early access to the insights and the comprehensive report. Moreover, we're not just scratching the surface; we're diving deep into understanding how community dynamics directly i

Given the wild sprees of unwanted posts we tend to see on weekends, we’ve gone to turning on the pre-moderation setting Friday afternoon and back off on Monday morning. While this absolutely does help us prevent junk, it’s also really confusing our legitimate posters.How so? Whatever comes up when a post has been sent to pending clearly isn’t very informative and must make users think their post hasn’t gone through so they click submit again. We came in this morning after a long holiday weekend to 2 of nearly every single post!I doubt improving the pending post workflow is currently on the roadmap (if it is, please let me know) so I’m debating a few options:Should we put up a banner on the weekends? I doubt this will help if people aren’t even reading what currently appears. Are there any other communication methods we could be using or any way to make the pending information more prominent? Should we leverage the ‘super user’ role to see about sending anyone without a free email addre

I have posted a few times recently and have had my posts/comments held back for moderation. On one, I had supplied some text using an old fashioned asterisk divider mechanism. I assumed that was the cause and decided not to use it anymore. But earlier on today, I linked to your API documents in a post and that got held back as well.I am a little concerned that this is somewhat overzealous and my last experience left me not knowing if the post has actually been sent. I got the notification message (in red) that it had gone to moderators, but the post window was left open and I could have added or edited text and resent it.

Hey there! I was wondering, how do I change the color of the Nav bar (as attached in the screenshot - the black strip). Thank you! 

Dear Gamechanger Community,It has come to our attention that there has been a recent uptick in 'Parasite SEO' activities. Google's algorithm update on May 5th has introduced a manual penalty for reputation abuse, targeting sites that permit such activities.While our community has been diligent in removing these posts (fortunately, most of the spam is being picked up by the built-in spam prevention feature), the residual visibility in search results poses a risk to our site's reputation and could potentially attract penalties. We have also blacklisted email domains of the spamming accounts; however, quite often, they manage to create the spamming post before the Zapier integration bans the account.I would like to ask what steps you are taking in your communities to prevent such incidents?Thank you, Grzegorz