Customer Communities (CC)

Hi we’re a multi-product community and we’re currently reviewing our Ideation process. An important ask from our product teams is to make the Ideas page visible to all community users but when users want to post an idea or engage with one (upvote or comment), they’ll need to be able to go through a simple authentication process to ensure the user is our current customer. For example, if John is an existing customer of one of our products, he can authenticate by using his Account ID, which will verify that he’s a customer and give him access to post an idea or engage with other ideas.I wanted to understand how much of this is feasible within inSided and if there’s anyone here who has done something similar within their communities. Happy to learn and see how we can go about doing this customization. Thanks in advance :)

Hi everyone,I’d love to hear how others handle this situation:A customer posts a question in the community, but they also have an active support case open for the same issue.🎯 What I'm Trying to Figure Out: What’s the best way to respond in the community thread while trying to avoid interfering with the work Support is doing? I usually respond something like “I can see you have opened a support ticket, feel free to update us here so that others coming across this thread can benefit from your experience” I’m hesitant to mark this as best answer, as I don’t want this to come across as if our customers should not turn to the community when they have already opened a support ticket    What do you mark as “Best Answer” in these cases? For example, sometimes the resolution comes through support and isn’t shared publicly, but how do you handle marking the best answer overall? Do you mark your own response (e.g., “This is being handled via Support”)? Do you follow up i

We have a member (an employee) who has subscribed to a specific post, and other than an initial email notification about a reply that was posted, they have not received any additional notifications by email. I’ve been looking for documentation, but can’t find what I’m looking for. So, I’m asking here:Is this expected behavior? If so, why? If not, is the source likely to be a Gainsight bug, an issue with the user (e.g., accidental unsubscription), or something else (overactive company spam filter in response to multiple notifications, etc.)? Thanks for any additional perspective! 

Is there a way to reset a user's total poins?

Seeing this message pop up on several topics on our community (as an admin) and also on this one. Is this related to an issue? 

Does anyone have benchmarks or ranges on recommended community size based on customer size? For example, “with 1000 customers, 100 community members is a good target to aim for”. While the target size depends on the goal of the company for community, and maturity, etc I am curious if there are ranges for different community types in B2B. 

We have an MVP group and want to see the timeline in which certain things were done with a few of them that have a tenure longer than our MVP coordinator. Is there a way for us to pull a report based on roles or badges and see when they were awarded/toggled on by chance? 

I often DM new members with questions, directing them to an article/post, but the link isn't clickable. It would be much more efficient for us to ensure that the user was directed to the right place and even more so for the member if the link was clickable.

Hi everybody,I’m referring to this topic, as I can’t comment there:First of all: Thanks for implementing this tool, Gainsight!I have a few questions about it.Will every author receive the DSA Moderation mail, no matter their personal notification preferences?Will a user be able to opt-out of receiving DSA Moderations mails? Or is this considered a “mandatory” mail that you cannot opt-out of? Gainsight provided the {topic_title} token. Is there also a token to directly link to the post? → Background: When a comment is being edited (instead of the topic post), I want to be able to link to the comment that has been edited.Thanks!

Hey all! Now that we’re back (and hopefully rested) from Pulse, I thought it would be great to share some insights for both those who came, as well as those who couldn’t make it. After all, we couldn’t attend everything. And we likely took away different tid-bits from the things we shared together. I’ll start… 🙂I was especially grateful when Nick Mehta shared that we didn’t come for the content. 🤯 Correct, sir. We came first for each other. I shared more thoughts on this (along with my highlight of who I LOVED seeing) in this LinkedIn Post. Check it out, and let me know your thoughts! What did you take away from Pulse? Let’s share and get the wheels turning, friends! 🙌🏻

Am I the only one seeing a bug in the quicklinks? 

Hi Folks,Is there a way to figure out who moved a thread to the archive or any category? I’m surprised I can’t find it as an admin. Is this a basic thing that’s missing or am I just not looking in the right spot? Can you give me a hand with this? I’m trying to organize the threads properly, but this problem is setting me back and defeating the whole purpose. Thanks!Roy

Hi everyone! Our community sends out a weekly email to all of our users highlighting what’s new in our community, important articles to read, etc. Currently we utilize images throughout our emails with a description of the content we are highlighting below with a hyperlink. I want to change up the format/way the emails look and am in search of inspiration. Can anyone show what their emails look like?

We recently launched our own gated B2B customer community and are focused on increasing adoption and engagement. I’d love to hear what worked for you, whether it was internal alignment, launch campaigns, content strategy, gamification, or something else entirely.What tactics helped you gain traction ? Anything you’d do differently if you were launching again?

Hey,We have added a custom navigation bar through the HEADER of our community, but any dropdown items from that bar is hidden behind the community hero image…I've played with the z-index to have these items show above the image (image has a z-index of 1025), but nothing works… Am I missing something?

Intermittently across 3 years, we’ve seen issues where our Salesforce community objects experience a bulk update impacting dozens of record, switching which contact it’s associated to. Sometimes it switches back. Often it does not and corrupts our reporting for these records.  we’ve been trying to troubleshoot each time it happens (every 6-8 weeks, but it hasn’t for about 6 months), investigating which systems might be making these changes.  the latest happened today shortly after 12 EDT. Login records show it’s the Insided integration logging in at that same time. It also synced some new users at that time.  To my knowledge, the integration is not supposed to be changing contacts on community objects and only creating the objects initially  matching at the outset writing activity databuy it seems like it’s doing something funky every now and then.I'm going to contact support, but I was wondering if anyone else has seen this issue before.   

Hey friends,I’m looking for advice, tips, best practices for launching gamification in an established community. We are primarily a support community with 60k members. And we’re looking to launch gamification (points, badges, ranks) in the hopes of driving engagement and P2P support.We’ve just about finalized our badge and rank structure and we feel good about that ✅ My question is about the launch and promotion of gamification. What have other people done when introducing this? Besides a community announcement and potential email campaign, do you recommend publicly advertising your ranks, badges, and point system?  I’ve read that you don’t really want to advertise specifics (e.g. this many replies will award you this rank), but I’m curious what (if anything) should be public about your ranks and badges. Any thoughts?

Hey I was playing around with the card styling settings and I saw that it would also style the ideation list overview present on page /ideas. Compared to actual cards, it looks weird which makes me wonder if it is not a bug?ACTUAL CARDIDEA LIST Also in the documentation about card styling I don't see any mentions of it affecting this ideas list:  

Hi Gainsight Community! Looking for guidance on using HTML in the code editor for community posts. I’m experimenting with what is possible and have run into a what seems like a few limitations - is there documentation on what is actually supported here? 

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

Loving the new Gen AI Smart Assistant. Have noticed one thing:When searching ‘Transaction Number’ (but I assume any search) - it links out, but only shows:https://example.com/community-articleThought I’d flag so it can be fixed.

We’re developing a new AI-powered search and chatbot tool, Autopilot, and we’re looking for customers to join us in a pilot program. If you’re interested in testing cutting-edge technology and influencing its development, we’d love to hear from you.What we’re buildingAutopilot will serve as an AI-powered CSM that provides comprehensive support by connecting to all available knowledge sources within your organization. This includes community interactions, knowledge bases, and other internal systems, ensuring that your customers receive accurate and timely answers. Our vision is to make the community and chatbot the central hub where your customers can go for everything related to support and customer success.Preview in actionTo give you an idea of what Autopilot will be capable of, we’re designing a user interface that will integrate seamlessly into your community, product, and support channels, offering AI-generated answers and suggestions that can adapt to the needs of your customers.

Hi everyone,We’re looking into creating a “News & Updates” section on our Community and we thought it would be great if we could default the view a customer sees as “Recently created”. We would essentially like the news to be sorted by newest by default rather than whatever had a comment added to it.Is this possible in any way?

Like it is possible to translate the main landing page is it possible to do it for custom pages?I tried and it ends up replacing the default language ...