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Customer Communities (CC)

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

  • 1,985 Topics
  • 7,109 Replies
1985 Topics
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
What's this "square" popping up everywhere?

Hi there, for a few days our community (and inSpired too) has a square popping up in several areas.Doesn’t bother us too much, but I’m wondering if this is expected behavior, and if we can disable that? Appears in the WYSIWYG text editing box, and also whenever I click on a topic. When I click on a topic on activity feedOur Community Text Box inSpired Text Box 

1250
revote
1 year ago
aluciani
alucianiHelper ⭐️
asked in Customer Communities (CC)
Adding role to multiple user

Is there a way to do a bulk add of a custom role to users? I have a role I want to give to multiple users and don’t want to do this one by one.

2710
revote
1 year ago
LizZaps
LizZapsContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Distorted images when sharing articles to LinkedIn

Hi there,When I share articles from our community on LinkedIn, the preview image of the post looks out of whack. These articles have a header image of 1440x640 as recommended by InSided but that sizing doesn’t seem to translate well once shared to social. I’ve tried resizing within LinkedIn itself/changing the preview image but am unable to do so on my personal account. Has anyone run into this? Any ideas? TY!

2140
A11ey
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
Need help with Zap: automatically assign new custom roles based on Gainsight Customer Data

Hi there everyone,Our community is open for anybody to sign up, but we always assign a “customer” custom role to our customers because there is some gated content that only customers can see.Our moderation team spends up to 1h each day manually checking newly registered customers and manually assigning custom roles.To check if somebody is a customer or not, we look on Gainsight  (our customer CRM😎), in order to see if that email address is linked to a customer. Is there any way to automate this with zapier?I envision it like this:Trigger: New member registers on insided Zapier checks if that email can be found on gainsight if it can be found, check if it belongs to a currently active customer if yes → assign custom role “customer” if not → leave blank so we can do our own manual check and assign a role manualy (edge cases)  Any idea on how/if this can be set up?Would really appreciate some help/input here :) 🤗 Thank you in advance!

1240
bas
1 year ago
A11ey
A11eyHelper ⭐️⭐️
asked in Customer Communities (CC)
Is there a way to show a list of unread posts/topics on the front end?

We have super users who read every post that comes in, and they are asking for an unread topics view. If this is a feature I have been unable to find it!

390
olimarrio
1 year ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
API: extract User Roles for all users

Hello Team,Today we have a technical question, asked by our BI Analyst. I was gonna forward it to inSided support but I figured it makes more sense to ask on the Community, in case somebody else will have the same need in the future. QuestionSo we are currently trying to extract the ‘Custom Role’ of our users, for all our users.We saw this API (https://api2-us-west-2.insided.com/docs/user/#operation/findBy) but want to avoid having to call this API for all our users. We believe we are currently using this API (https://api2-us-west-2.insided.com/docs/user/) for all user details. Is there any way a Custom Role could be obtained from here, or other APIs we should be looking into  to get a complete details of our users (including custom roles)?  Does anybody have an idea?Thank you so much!

990
bas
1 year ago
sarahmasterton-brown
sarahmasterton-brownHelper ⭐️
posted in Customer Communities (CC)
Managing a community-led webinar request

Hi GangAnother one from me. (and more coming I’m sure, I’m only 7 days in to my live community 🤓):A thread has been created by one of our more active, vocal customers who’s rallying other members of the community to request a meeting with our product team to discuss one of our ‘marmite’ product features and talk through problems mainly.I welcome this idea however the thread is getting long. One customer has said he’s had to go to another provider for this solution which has raised some eyebrows. A member has suggested starting a shared Google Doc to submit agenda points.Any best practice in setting such a meeting up. We’re dealing with multiple time-zones and multiple voices. What do others do for their community events/meetings? Should I be moving those who want to join into a private group to keep discussion going but prevent others joining - we’re already up to 10. If I allow more to join this conversation, it will dilute the effectiveness of the meeting.I’ve not enabled the native

550
sarahmasterton-brown
1 year ago
kbeverly
kbeverlyContributor ⭐️
asked in Customer Communities (CC)
User Notifications

Hello! New to the inSpired community and happy to meet you all virtually! While setting up my own community for my users, I have run into issues with notifications for them. I am aware they can customize their email notifications within their own profile, however, I do not see any other notification options (for example: push notifications, text messages, or private messages).My users have expressed that they already get a lot of emails daily and do not want community notifications crowding their inboxes but they want to be notified when important posts are made. In our previous community platform, they had a mobile app option and my users primarily used mobile push notifications to know if they were mentioned or if there was trending activity. Are there any recommendations/solutions to this within inSided? Or plans to optimize user notifications?

980
Alistair FIeld
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Dates in Analytics: Do they use UTC?

When you select a date range in analytic dashboards, you don’t specify a time. Do these dates use UTC for the date start (0:00) and end (23:59) times? 

390
DannyPancratz
1 year ago
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

720
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?

240
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 💪

760
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.

400
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.

540
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

1450
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.  

290
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?

230
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.  

280
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?  

940
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  

350
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

940
olimarrio
1 year ago
B
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!

330
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

640
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

4120
revote
1 year ago

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