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Customer Communities (CC)

Discover how to build engaging, vibrant communities with the CC platform

  • 1,929 Topics
  • 6,886 Replies
1929 Topics
Idan
IdanContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Asking questions directly from App

Hello everyone! We want to provide customers with the possibility to ask questions (to the community) directly from our App (Cymulate). It is expected to increase community engagement and bring in more participants. Anyone tried it? Do you know what is needed from Insided? (API I assume)...Are there any other considerations?Thank you!https://media.giphy.com/media/k9I0BjPWKk96E/giphy.gif

694
dandre
1 year ago
cstrange
cstrangeContributor ⭐️⭐️⭐️
posted in Customer Communities (CC)
6 learnings from my first 6 months, managing a new community

I have participated in communities, managed an in-person residential community, and also a Support team, but venturing into a newly established online Community (during a pandemic nonetheless) presented me with new challenges and taught me so much in the first 6 months. I’m sharing what I learned here in the hopes to add more color to what can sometimes feel like uncharted territory in the Community space. Radically collaborate. This is one of our company values and I can attest to the fact that strategically thinking about how your work ties into other teams’ successes will increase your own team’s impact. For example, we started publishing articles written by our Community Champions and allowed for a good deal of autonomy when it came to the topics they covered. Although there was engagement with the content, we hindered the impact through this autonomy by not aligning with larger company goals. The content would have been more shareable internally if we had taken that approach. Se

682
sarahmasterton-brown
1 year ago
K
kristinekukichContributor ⭐️⭐️
asked in Customer Communities (CC)
Ideation Product Drop Down isn't visible - background color and text color are the same,

I am trying to launch ideation and the product drop down is showing a white background with white text. My primary color takes over when one hovers over the items in the list. I changed the color scheme back to defaults in my staging environment, and the behavior remained the same. Is there a way to change the text color of this list so that it can be read?

242
K
1 year ago
sarahmasterton-brown
sarahmasterton-brownHelper ⭐️
asked in Customer Communities (CC)
Best practice around solving questions

Hey inSided community.👋Looking for some guidance please. We’re 7 days into our live community and we have questions being raised about our software product. (phew)In some scenario’s, there isn’t one straight answer, and occasionally a member has unearthed a product bug which takes some time to fix - a bug report and support ticket need to be raised.What should I then do with the question as there isn’t technically a ‘best answer’. Do I just leave it unsolved?There also needs to be a follow up on the thread when we have the issue fixed. Can I mark this question in control for follow up?Any suggested working processes for this would be helpful.Thanks 💪

734
sarahmasterton-brown
1 year ago
nicksimard
nicksimardContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Blue outline in text editor...is this new?

Admittedly, I respond more from the backend than the frontend but this outline (that shows up as I create this very topic) seems new to me. I’ve tried to hide it on our Community with CSS but I can’t make it go away. Has this always been here? What purpose does it serve? Can someone help me hide it?Thank you!EDIT: It’s showing up on the backend too. Argh! It’s so distracting.

402
Maayan K
1 year ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Problem with the leaderboard and ranking

Same kind of problem exists in our community as well, here are the screenshots from here:   All time ranking is different depending where you look it. Same kind of problem can be seen on This week stats as well.

536
revote
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
How to put an "old content" warning?

Hi there,in our B2B / Customer Success Community we organise a thorough Community Cleanup (led by @Lena H.) every spring.Mostly the followingMove topics in the right categories Add more public tags to topics See if we missed any follow-up questions For content older >6 months: Check if the content/answer is up-to-date, and add a follow-up if something changed Especially the last point is very tedious and involves a lot of manual work. As our Community and its content grow, we’re not sure how to tackle this.Either we keep on checking every single topic and make sure old content is up-to-date (what we’ve been doing)Another option that we may consider in the future is to kind of “dismiss” old topics and/or add a label/disclaimer that it may be out of date, (when i say content i mean mostly User-generated Questions)→ which would save a lot of work. If a user wants to ask that question again, they can ask a new topic or more simply just follow up in a comment to check if anything changed

14419
Daniele Cmty
1 year ago
logicalhare
logicalhareContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Is it possible to disable the idea type for specific community categories?

I’d like to disable the Ideas option for my community categories without disabling the Idea module entirely. Is this possible? I’d like to limit the types of options most community categories provide users to just questions or conversations. We don’t allow users to submit ideas directly through Insided so this is why we want to disable this option, but we do have an integration that credits users with ideas from an external system.  

292
logicalhare
1 year ago
elliott.vickrey
elliott.vickreyContributor ⭐️⭐️
posted in Customer Communities (CC)
Creating a floating status/text box

Hi all! I’m looking to create a text box with a link that hovers over our homepage. I haven’t tried applying much custom code to our platform, and was wondering if anyone has done this before and could offer some expertise. Is this possible using the third party script area?

221
bas
1 year ago
logicalhare
logicalhareContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
How can you customize the Create New Topic error / lack of permissions notices?

I’m trying to customize this page, which shows to users who have created an account but haven’t confirmed their email. I’m interested in customizing the blue alert box as well as the “You don’t have permissions to create a new topic” phrase.  

261
ravi.kurma
1 year ago
B
BliContributor ⭐️⭐️
asked in Customer Communities (CC)
How do I delete a Group?

Hi - I’m new to inSided and building out the structure of my community. How do I delete existing groups that have been created?  

929
KrisGoose
1 year ago
timcavey
timcaveyHelper ⭐️⭐️
asked in Customer Communities (CC)
What system powers Insided internal search?

Is internal search functionality updated and improved?  Our community search bar can perform badly at times. Example: A search term: “enrol dcc” is a string that is featured in the title of a topic, that doesn’t show up when this term is inputted. Search results here.  The topic that somehow wasn’t identified in the search results: https://forum.ovoenergy.com/smart-meters-136/national-enrolment-and-adoption-e-a-of-smets1-smart-meters-onto-the-data-communications-company-dcc-your-guide-8899  

351
Alistair FIeld
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
User Stats mismatch (amount of replies) User profile vs User Dashboard

Hi folks,We just awarded our Superuser with a kudos for his 1000th comment.We monitored his reply count from the Profile backend as well as the frontend stats.  But now we realized on Analytics > User Dashboard, that the reply count is completely different. The amount of topics + Replies is 20% higher… how could that be?  Are we looking at a bug or is there anything I am not taking into account?And ultimately: which number is correct?Best,Daniele

948
olimarrio
1 year ago
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beneditacssContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Recently active activity feed

We would like to restrict posts from certain platform areas to appear in the activity feed under the Recently active?Two scenarios below:On the Main Homepage: when we upload lots of articles in the Knowledge Base, we do not want them to take up all the “Recently active” feed. There is this idea already created. On the Community homepage: on the “Recently active” feed we would like to only show content that was produced within that part of the platform. We do not want to display Knowledge Base articles in this area, at all.It does not look like it is possible to do it but I was wondering if anyone come up with a workaround for this? :)Thanks!

322
B
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
How to calculate how many topics have a comment by a fellow user (non-admin)

Hi there, one of the main goals of our support community is to grow peer support i.e. to make sure our customers help each other out and answer each other’s questions.We measure our success there by calculating a monthly “answered by peer rate” (Sum of all Questions answered by customers) divided by  (Sum of all Questions answered) The only problem with that is that this only tells us part of the picture about how helpful our members are, because the “Best Answer” works on a “winner-takes-it-all-principle”. Click on “learn more” to see what i mean.E.g. imagine the following scenario:A user asks a question. 5 different users come to help with their solution, which is fantastic.Then our own moderator writes a comment that sums up or validates the other replies. This comment gets selected as “best answer”. Result: this thread, even if our user base was extremely helpful, has a negative effect on our “answered by peer rate”. but this should not be the case. So I would like to also consider

647
Ditte
1 year ago
Sudhanshu
SudhanshuGainsight Product Manager
published in Customer Communities (CC)
New Feature Research: Custom PagesResearch

We want to give our customers the ability to extend the scope of their customer hub beyond the core features. Although there is no way to add pages currently, we understand our customers need the flexibility to create pages that meet their specific use cases (e.g. product landing pages, resource pages, persona-specific pages, etc.) that don’t fall in the existing categories.Custom Pages will allow our customers that flexibility to cover specific use cases.  We’d like your input on the following:Use cases: For what purpose would you require custom pages? What goals do you hope to achieve? Widgets: Which widgets are essential to achieve the goal? Permissions: Who can manage the custom pages? Who can access the custom pages? Navigation: How would end-users ideally navigate to your custom pages?We’d like to invite you to a 30-min call to better understand the use cases around custom pages specific to your organization. We’ll try best to our abilities to make sure your use cases are conside

41112
revote
1 year ago
A
Akash KatiyarContributor ⭐️
asked in Customer Communities (CC)
How to disable the default sitemap?

I am using a custom sitemap for our community website in robots.txt file. How can we remove the existing default sitemap after replacing its url in the robots.txt file?

654
ravi.kurma
1 year ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Customer Communities (CC)
2022 inSpired Round Up 🏁

The Holiday season is now over and I have had a moment to reflect on last year. So here is a round up of goings on from the inSpired community in 2️⃣0️⃣2️⃣2️⃣. We saw an increase of 27% on visitors to our community, with a 39% increase in registrations. 👥 Here are our top three members by Likes Received 👍@DannyPancratz (329)@Scott Baldwin (253)@Blastoise186 (181) Here are our top three members by Answers Given ✅@SmartlyGreg (23)@DannyPancratz (19)@Scott Baldwin (15) I would also like to give a special shout out 🗣 to @revote who in the last quarter of 2022 was top of the pile with 103 replies, 59 likes received and 1090 points earned. 🤘 Top-3 most popular topics by ViewsGetting " no Route matched with those values " Error MessageSingle Sign-on (SSO): Getting StartedHow to Export Community Member & Activity Data to Salesforce Top-3 most discussed posts[Beta release] New Community overview pageBanner WidgetThe New Q&A Dashboard Our Product Team did an amazing job keeping you a

1582
revote
1 year ago
JKelley
JKelleyHelper ⭐️
asked in Customer Communities (CC)
Is there a list or inventory of all community graphics and specs?

Hi, Community - I did a quick search for this but not seeing anything immediately. I’m wondering if there’s any pre-existing list of most or all community graphics and specs, maybe from launch resources?We’re looking at a potential brand/visual refresh later this year, and I need to consolidate a list of all the graphics and specs we’ll need new assets for potentially, from header to category banners, tiles, icons, etc. I know I can manually locate this stuff in Control but would be great to have a list if anyone’s got one?Thanks!

644
olimarrio
1 year ago
E
ellie.jordan.rhContributor ⭐️⭐️
asked in Customer Communities (CC)
Hide number of replies against a user when posting

Hi, Is it possible to hide the number of replies against a user when they are posting? i.e. the count highlighted below:  I’ve read you can do this using the phrases, but I’m not sure which phrase and how. I’m assuming it is one of the below?Thank you!Ellie

627
E
1 year ago
ryanne.perry
ryanne.perryHelper ⭐️
asked in Customer Communities (CC)
Has anyone set up the Zendesk Federated Search API?

Hi Community 👋We use Zendesk for our support and I am inquiring to see if anyone has input Community federate search into their customer facing side/help center.It sounds to me like it can be setup with this guide but my real question is, if you’ve set it up would you be willing to share an example of what it looks like in Zendesk?We are working to revamp our Zendesk guide and help center and it would be helpful to share with internal stakeholders in the proposal process.Anything is majorly appreciated thank you! 

573
A
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
In-line recommendations on Creating topics

From Richard Millington’s linkedin post today: A while back we advised Microsoft on adding in-line recommendations to questions in their community.The quality of questions has already markedly improved.Again, there are a lot of easy wins out there.  Is this possible to do with Insided? If so, how? My hunch is maybe via a third party script.  

16918
revote
1 year ago
Cathleen
CathleenContributor ⭐️⭐️
asked in Customer Communities (CC)
excel export

Hi,is it possible to export inSided rows as excel.example: in the control, the public labels should be exported as excel for a better overview.Thx, Cathleen

231
Alistair FIeld
1 year ago
freydrew
freydrewContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
What happens when you change the email in a user's profile?

Hey everyone, I got a request from a user that signed up to the community with his work email. He's been a loyal member for years. Now, he's changing jobs and will lose access to that email address. He doesn't want to lose all of his badges/stats by creating a new account and I'm not sure what will happen if I change his community email on the backend in his profile. Does anyone have experience with this? Thanks Drew

2175
Julian
1 year ago
Idan
IdanContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Integrating SLACK support channel with Insided

Hey everyone, let’s assume that I am starting a Slack support channel for our users. Is it possible for every question asked in the channel to also be turned into a post in the community?   Thank you!  Idan 

574
bas
1 year ago

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