Customer Communities (CC)

Is there a way for us to see who (maybe identified by email) reads posts in our community? Use case: PMs sharing posts with regards to product enablement and to prove the worth of them spending time to share posts in the community it would be useful for us to know who reads the posts so we can connect this data to the user data for the products our customers use, in Mixpanel. 

Hi there, we would like to adapt the Content Helpfulness bar to include only 2 options (positive / negative)? We would also like to change it to a thumbs up & thumbs down.  Is it possible in any way, with some CSS or Third Party Script, or other changes?The reason why we would like to change this is that we want to make this score consistent with our other support channels (which have a 👍👎 voting bar) so we can better compare. Cheers,Daniele 

HelloI generated a csv export today, with export type “User”.I wanted to specifically check the saml info of users in the export (to avoid clicking / opening several user profiles in Control).The saml info is not shown in the export anymore. I checked my recent User exports, the sso/saml info was shown in an export from February. But in March, the saml info was not exported….Is there a solution?Thanks!

Hi all,tldr: moving away from HigherLogic and looking for tips and tricks to ensure the onboarding of CC is effective.We are currently about to kickoff our onboarding of the Gainsight Customer Communities (CC) and will be stopping our service with HigherLogic (HL). We have had HL since 2015 and have outgrown it. We also are in the final stages of onboarding Gainsights Customer Education (CE) and have been using their Customer Success (CS) service for a while. I am seeking to find any tips and tricks from you all who may have migrated from HL to CC in the past to help ensure we don’t miss anything and make the process as seamless as possible. For additional context, we are a B2B SaaS company that provides Grants Management Software to hundreds of foundations across the globe. Our community has always been a place for collaboration between customers, our team, and approved partners. We utilize the Ideation module in HL to have our customers submit ideas for our Pr

Hello!I just discovered in Events (productive and staging community) that when I update the RSVP info to “not attending” and then refresh the page or just navigate to the events overview, I’m still “attending”.Does editing the attendance info not work currently?Is there a solution?Thanks 

It sounds like there are several levels of password strictness. i.e. level 1 is basic 6 character minimum.That is not strict enough for us. I think there are 4 distinct levels. Does someone know what the requirements are for each level? Can’t find any documentation on setting strictness level of password creation.

Is it possible to control how Product Update notification emails send to customers? Our Product Marketing team posts updates usually on Fridays and customers get emails for each feature update in quick succession. It would be nice if the emails could be batched together to send at a certain time during the week, for example. I think this isn’t possible to do right now but wanted to ask

Hello!  I’d like to introduce Office Hours to our community this year.  I’m wondering what are some of the best practices when it comes to establishing office hours?  Specifically, how do you gain and maintain interest, how do you determine topics and what format works best (ex. virtual webinar vs. Q&A in the Community, etc.)  Any and all insights are appreciated!  Thanks

How do I add new profile fields to the User Profile that get populated via our SFDC integration? Right now we are pulling CSM and their Experience (Customer, prospect, partner). Thanks!

(I use Zapier for my automations, but you could likely do this same automation via another automation tool)Use CaseDelayed archiving of content that is either low quality or has an expiration date on its relevancy. For example: Questions answered with “this was a bug that has been fixed in the next release” After a certain point, the fix will have been deployed and the post is no longer needed. Keywords in the post could cause it to clutter up search results. Questions answered with “I was able to fix it myself” (but no explanation of how) After a certain point, there’s no reason to keep this post visible if they don’t respond to moderator follow up to share how they solved it Questions answered with solutions outside best practices (my driving use case) We don’t want to promote bad practices, thus want to hide in our knowledge base However, we want to leave time for other

Hi together, a very basic question, that I probably should know, but don’t. :) What does "Unread by Team" mean exactly?Because, I did the last comment, and it says I have 14 unread messages, how can that be?Best,Lena

Hi, I am trying to update the url link to the terms and conditions that are on a different page. How can I update the url link for Terms & Conditions?Thanks!

Oh the irony…On Wednesday, I presented a webinar about recognition helping super charge gamification and unlocking contributions.  On Thursday, I discovered that some users were exploiting our points system. We gave 1 point for liking a post; they were going back years and liking every post to earn themselves points.  I adjusted our point system accordingly, no longer issuing a point for users giving a like to a post Today, I discovered that after I told our users about the change, a few of them started exploiting a remaining loophole:  liking each other’s posts to earn each other points. this is the first time I’ve had to cross this bridge… any advice? My current plan is to leverage the best practice of “celebrate in public, correct in private” and to revisit our community guidelines, tighten them up, and find ways to monitor for outliers and exploitation of points system that works great

Hello Everyone,Is anyone aware of how to subscribe to the "Popular Tags"?

Hi all,I am sorry if this is an ignorant question, but is there a way to automatically make topics change a date in their post to the current day?As an example we have a topic to indicate which of our shops have irregular opening hours for the present day, but every day we have to change the date.Thanks for the help! 😃

Here’s a run-through of the issue / question from a OVO Forum member: One bugbear that I have with the forum.I usually login on my laptop and go to ‘New for you’ to see what's gone on since last time, then I'll logout when I'm done.Next time I login on the laptop it's  a new ‘New for you’.However if I then login on my phone ‘New for you’ contains all since I last logged in on the  phone.No other website/forum that I visit on both devices does that. New content is new whichever device I use.The first thought might be different cookies being saved on each device - but I clear cookies from my devices daily, so if device

How are fellow community managers saving or creating templates for commonly used responses? Fior context, we are piloting a new program to encourage more community interaction on teams that advocate for member voice in their role. Each of these “internal moderators” spend about an hour a week helping to answer questions or provide educational resources as well as develop their own insights/learnings from the community. We did a mid-pilot check in today and realized it would be really helpful for internal team members to be able to easily save macros (similar to how you can in software like Intercom) for frequently asked questions. Are you doing this within Gainsight or utilizing other tools to save your most frequently used responses?

Hello,when a topic is closed for comments, the UI string for answering/replying still does show.  Like in this example. Also in replies created in Control.In our private community, a user wondered why she cannot reply/answer a closed topic.  I checked:The stings for quoting look clickable in both, the topic and in the admin’s reply created in Control, just like the strings for liking and subscribing, but clicking has no effect.(I have to admit that our message in the closed-topic box is not clear enough, roughly translating to Your ...contacts will be happy to answer any questions or feedback you may have):--> is it possible

I have a parent category that did not have a child category. It looks like in order for the parent category to be visible, you must have at least one child category. Is this a true requirement? Is there another way to make a parent category public without having a child category?

Hello all,Thank you so much for joining the discussion yesterday!It was a delight meeting and interacting with fellow community builders on this webinar. 🔥 In case you missed it or wanted to catch up on it later, we’ve got you covered. 😊Here’s the recording ⬇: 

Hello fellow community builders,I’m thrilled to be hosting a webinar that I bet is very close to all of our hearts! 😊I’m going to be discussing what A Day in my life of being a Community Manager looks like & also dive into how to manage our Gainsight CC platform on a daily basis. Register hereI know what you're thinking - we wear many hats, and I couldn't agree more. 🙌🏽And so this time, I’ll be covering some specifics to kick this off. ⬇We’ll explore 🚀:Daily Routines & Prioritizations: We’ll discuss daily routines that set the foundation for a productive

I am reaching out to obtain information regarding changing the default session timeout from what I understand is 48 hours to a requested 30 minutes.  If you could please confirm that the default can update from 48 to 30 min and if we will need to submit a support ticket to complete this configuration change?  Thank you for your assistance, Daryl Ard 

We would like to foster discussion on a few topics via public groups, but want to make sure the content will be discoverable when our community members perform searches.

Hello,I was wondering, if there’s a possibility to view all the ideas I voted for in the Gainsight community. My profile lists my topics, my replies but...no votes. It would be useful to track the status of the ideas I voted for/which are relevant to me. Thanks