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Customer Communities (CC)

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

  • 1,941 Topics
  • 6,950 Replies
1941 Topics
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Communities (CC)
Emails from Community platform marked as Phishing by our spam prevention - What IP to use to whitelist?

Has anyone else run into this issue?  I confirmed with our IT that community Activation emails among others are getting marked as phishing emails in our filter. They want to update the SPF record but we’ll need to include the IP address and domain name to do this. I can’t find this information documentation anywhere. Has anyone else run into this or know where to find this?  Doubly frustrating because there is no way to manually approve a Team Member, so I’m not able to bring in other admins right now.

91
Kenneth R
1 month ago
A
ahamburg9Helper ⭐️⭐️
asked in Customer Communities (CC)
Password Resetting

Is there anyway to run a script or prompt a user to have to reset their password? Ideally, if at 90 days a user has not logged in, could you do something that requires the user to reset their password? Thanks,Anthony

174
Kenneth R
1 month ago
B
bdrivasContributor ⭐️⭐️
asked in Customer Communities (CC)
Best Practices for Marketing a Customer Survey via Community

Our Demand Gen team is working to cross-promote a research survey open to both customers (who have access to community) and the general public (who don’t have access today).Have any of you marketed surveys via the community and, if so, how did you go about it? Right now I have it set up as an Event which is great visually and for tagging as a Featured Topic, but there are components of the Event configuration that don’t align with a survey compared with an event.A few examples:As a featured topic, the date displayed is the survey start date, but the close date isn’t shared (would prefer a date range to display) There are a few elements (e.g., add to calendar) that don’t make sense in this context. There is a product idea already submitted to make this configurable. 

203
danielle.leroux
1 month ago
danielle.leroux
danielle.lerouxContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Issues downloading attachments

In our community, we’re currently experiencing issues with users being unable to download attachments, regardless of file type or age. We're also unable to download the attachments from the backend of our site.We’ve already reached out to Gainsight support but curious if anyone else is experiencing these issues? 

447
danielle.leroux
1 month ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
New error page - how to change the image here?

I havent seen this image before. Problem is that it doesn´t follow our brand guidelines.How to change it? 

13917
revote
1 month ago
V
Vanessa_MEOContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Remove Like given

Hello,I have a user who is giving likes to his own posts. I would like to remove that like. Is this possible? How?

706
revote
1 month ago
LexiaAlistair
LexiaAlistairContributor ⭐️⭐️
asked in Customer Communities (CC)
How have you gotten 3 groups per row

Friends at Gainsight @Kenneth R or @olimarrio et al, How have you gotten three groups per row. I cannot see it in the custom cs. I did steal your custom header and title though 😊  

272
LexiaAlistair
1 month ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Is it possible to replace the 'Sticky' icon with CSS or third party scripts?

Can I replace the bookmark icon with something else? Based on some other questions, it seems like it’d be possible. 

384
Kenneth R
1 month ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
Error Page: How to edit (remove) default image?

Hi there,How can I remove and/or edit the Default Image of the error page?I believe a new default picture was recently added automatically by Gainsight  but it does not fit our Branding.Under Customizazion > Phrases I am able to edit the Title and Text of the error pages (403, 404, 500). e.g. in Key error.404.title or error.404 We also added our cute little Lost Astronaut below  and would like to keep it that way (text first, image underneath.)How do I do that? Best,Daniele  

274
Daniele Cmty
1 month ago
B
bdrivasContributor ⭐️⭐️
asked in Customer Communities (CC)
Use of deep link redirects following SSO authentication

We’re currently encountering an issue related to SSO login and post redirects. Here’s an example:We share a link to a community post in one of our customer newsletters User clicks on the link and has to authenticate via SSO Once they authenticate, they land on the Community homepage instead of the intended postAre deep link redirects supported?

211
DannyPancratz
1 month ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
How to use Webhooks and Zapier (or another API tool) to improve your reply rate

I thought I’d “walk-the-talk” and share something I’m really proud to have unlocked today...The Challenge: We have really great reply rates on our community. We typically see >75% of questions receive a reply within a give month. Usually it’s more like >80% and we strive for >90%. And our median time to reply/answer usually ranges from 1-4 hours. These are key success metrics for us, as community sits within Customer Success, but also just common sense of “positive experiences (from making people feel seen/heard) will drive adoption and engagement of our community.” Answers are a lagging indicator to replies. We see that an increase in the % of questions receiving replies correlates closely with an increase in the % of questions marked solved.But our success has presented a new challenge. As adoption and engagement of the community increase, our question volume is spiking. We’ve seen >10% growth in total questions QoQ and last quarter it was >20%. This is making it hard

23210
DannyPancratz
2 months ago
Johnk
JohnkHelper ⭐️
asked in Customer Communities (CC)
Which User Roles for CC will trigger marketing emails from Gainsight?

Hey there!We added some members of our CSM team to the Community with a primary role of Registered Users with a custom role for read-only access. After doing so they received a marketing email from Gainsight which caused concern that it was happening to our regular members as well.Can someone let me know or link me to a doc that has info on which primary roles and/or custom would trigger marketing emails? 

364
Johnk
2 months ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Community is slooooow

Our community is slow at the moment, images and icons keeps loading and loading. This doesnt occur here but I have looked other Finnish communities and I can see same problem there as well.What´s going on?I cant find anything here https://status.insided.com/

12314
Kenneth R
2 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
How to Link to All Time Leaderboard on your community

Do you want to provide a link your community leaderboard that already has the All Time option selected? (This Week is the default)Just add ?period=allTime after the /leaderboard on your url. End result is community.{your-domain}.com/leaderboard?period=allTime 

171
Kenneth R
2 months ago
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Create trigger to Post a conversation using webhook by Zapier

Hi, Is there a way that I can add job postings from my google sheet or slack channel that we use to post job postings and trigger these to be posted in our community?It looks like though webhooks by Zapier I can do this, but I'm not trained in developer docs - I found Gainsight Communities API documentation for starting a conversation - https://api2-us-west-2.insided.com/docs/community/ I don't know how to input what's needed for Step 3 - The Post section for webhook by zapier. URL: https://api2-us-west-2.insided.com/v2/conversations/start Payload type: form, JSON, xml, raw Data: Wrap Request in Array: No or Yes File Unflatten: No or Yes Basic Auth Headers  

261
DannyPancratz
2 months ago
L
LolaContributor ⭐️
asked in Customer Communities (CC)
Moderation Questions

Hello all! As we are starting to onboarding, I have a couple of moderation questions. As moderators, are we able to lock the thread/reply to a thread for any further replies? When it comes to removing content from the UI that is not caught by spam filters, will moderators use the Report button to bring it to Reported section in Control or there is a better way to do it from UI? How do you leave Admin Notes on user profile?Thanks!

455
Kenneth R
2 months ago
Daniele Cmty
Daniele CmtyHelper ⭐️⭐️
asked in Customer Communities (CC)
What customization options does the "Content Helpfulness" Bar

Hi there,I have a question about the Content Helpfulness Bar.I wonder what kind of customization options you offer for the Content Helpfulness bar, beside the Basic settings in the backend (see screenshot)​​​Default settings under backend /helpfulness/index Context: The adoption of this is super low, there are only a few handful clicks a month and therefore doesn’t provide us any interesting insights because it barely gets used by our end users.I wonder if I can increase the amount of clicks if I make it more visible through design customization e.g. color, background, making it always visible in the foreground (“statically”) as opposed to only appear at the bottom of the opening post... This is the settings that are available, which are handy but still very basic. P.S. Related topic: (but entirely different question) 

363
Kenneth R
2 months ago
svh
svhHelper ⭐️
asked in Customer Communities (CC)
Favicon not displaying

Hi! Our favicon is no longer displaying. No changes have been made and the image appears to be uploaded. Anyone else experience this?Thanks S 

382
svh
2 months ago
Kait_Masters
Kait_MastersContributor ⭐️
asked in Customer Communities (CC)
What counts as a login for CC

I am working with one of our technical ops engineers to develop an internal view of a specific segment of users logging into the community and we’re wondering how Gainsight defines a login (regarding exportable data here).  There seems to be a discrepancy between member activity and the number of times someone is “logged in” when we export data which has me wondering if logging in only counts when a token expires and they have to reverify their access. For context, the goal is to develop a view of members logging in multiple times per month (passive) to supplement active engagement tracking… but it seems like the login metrics are not getting us those insights. Any advice?

232
Kenneth R
2 months ago
Moller Toma
Moller TomaHelper ⭐️
asked in Customer Communities (CC)
I would like to deactivate a system email. How can I do this?

We already send automated emails with certain system emails such as User account is successfully activated. How can we turn these off so customers don't receive two emails?

1184
Julian
2 months ago
A
AliyaHelper ⭐️
asked in Customer Communities (CC)
How can you customize a sidebar for a particular subcategory?

How can you customize a sidebar for a particular subcategory?I have a scenario where for a particular subcategories I need to have certain objects in side panel, which I only want to be visible there since they are relevant only for that subcategory. Is there a way to do that?

1117
olimarrio
2 months ago
D
DejaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
SSO support for multi-region using OAuth

Hi! From my understanding, there are usually several ways to implement SSO, including:-SAML-OpenID Connect-OAuth 2.0SAML is often the easiest option as it's mostly configuration-based. However, Gainsight lacks multi-region support for SAML.As a result, we had to pivot and implement a custom solution using OAuth, and we specifically need support for identity-provider initiated OAuth, not service provider initiated.I am trying to figure out the redirection URL ___The flow right now is as follows -1. User goes to our community url and clicks on login2. The user is redirected to a page where they are prompted to choose the region.3. Once the user chooses the region they are redirected to the respective login page. For example here, let's say US, the user is redirected to app.iterable.com4. The user logs in here using the our company app credentials.5. After the login is successful, the user needs to be redirected to Gainsight with an auth code - this is the redirect URL I am looking for.6.

191
olimarrio
2 months ago
G-lief
G-liefContributor ⭐️
posted in Customer Communities (CC)
Has anyone migrated to Gainsight Community product?

Khoros (formerly lithium) was a gold standard.Recently - I’m struggling with the product and support.Anyone else care to share their thoughts on a migration from Khoros Communities to Gainsights <community product name> (is it Customer Communities?) in say... the past 6-12-18 months? What was your goal?What did you like?What did you miss?Other thoughts?

47315
P
2 months ago
jillian.bejtlich
jillian.bejtlichContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How would you go about designing a pre-mod pop-up?

To prevent spam on weekends and holidays, we put our community into pre-moderation which works well enough. It certainly prevents spam from hitting the public!However, as y’all know the banner that says “Your post needs to be approved” is in the least logical spot and due to how invisible it is, we’re often slammed with duplicate or triplicate posts due to people thinking their post didn’t go through.While I can’t fix the pre-mod workflow, I am contemplating building out some sort of pop-up that we turn on when needed that greets people when they visit the site and basically says “We’re in pre-mod. Post away, but all posts have to be approved before they go public” (but more eloquently). Chances are people will forget that pop-up by the time they post, but it’s worth a try.But…. how? I have no idea where to start with this, but very badly needed.

6113
revote
2 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
How to force a logout for a user?

I know this API operation exists and as much as I love using the API, sometimes it’s a hassle to use it for the things I don’t have automated. So is there a way to force a logout for a user in Control? I’ve been doing something I think would work, but I don’t know for sure. Update user’s primary role to Unregistered/Not Logged In + save to apply Update a users’ primary role back to Registered (or whatever it was before) + save to applyDoes that actually work? 

303
revote
2 months ago

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