Customer Communities (CC)

Our is a public, B2C community designed to support learners while learning online. It’s not a community for technical support. However, in the past couple weeks, we’ve seen a huge spike in people posting/complaining about technical support issues.  Despite our community superusers’ best efforts to guide people to the right space for help, we just keep getting tons of new posts and replies about the same issues. I’ve updated the language on the “create a topic” page (see below) and linked to an article that explains our current situation. This hasn’t seemed to help. People are not following instructions provided in threads on how to properly get techn

Hi Guys  I need your opinion on this one! We have a topic, or even some topics, which is ranking really good SEO-wise, but all the visits this topic gets, is nearly “lost”, due to the fact, that the content in this topic is nonhelpful. But the title of this thread is probably what makes the topic popular at the Google search engine.  We’ve tried to redirect the traffic by linking to another topic, which has a wide topic of knowledge and better content, but it seems like, that the users are not visiting the link we’ve put in. So here’s the question:  How can we benefit of this really good SEO-ranked topic, when the content is not helpful?  Would you suggest to fill in our content to this thread - even though it’s not related to the actual topic (which is an really old topic), o

Hi, I would like to bring some of the analytics KPIs from our community in a dashboard in PowerBI, together with other data sources, to get a more complete picture of our situation. I have noticed Excel/csv export is an option, but was wondering if this is also possible with OData. Or if it is in the roadmap? Thanks in advance!

One of my coworkers has a few keywords he'd like to get notifications for if someone uses them - e.g. Ansible. Is there any way to subscribe to or follow a keyword's usage in the community? I know I can save a filter for this, but there are no notifications for it. It seems possible to do this with a Google Alert (untested), but native support would be preferred. Thanks!

Hey All,  I’m having trouble formatting tags in phrases. The font and size does not match that of the rest of the text, and it causes the email to look off. Any suggestions on how to fix this?    

Hi Community - we are setting up our inSided community platform and interested in launching ideation (which we don’t do on our current community).  I understand technically how to set up and use idea categories, but curious about what processes organizations are using to process ideas that are submit.  For example, do you set expectations with your product management teams to check in at a certain frequency, or do you have thresholds of votes at which an idea is automatically considered, etc?  Thanks!

When I create a cname record (subdomain) from our site and point it to our insided page, it doesn’t work. I get the following response:   403 ERROR The request could not be satisfied. Bad request. We can't connect to the server for this app or website at this time. There might be too much traffic or a configuration error. Try again later, or contact the app or website owner. If you provide content to customers through CloudFront, you can find steps to troubleshoot and help prevent this error by reviewing the CloudFront documentation. Generated by cloudfront (CloudFront) Request ID: …   Has anyone done this before or know how to get it to work?

Hi All Due to COVID-19, we’ve had to temporarily close our Call Centre, and now all customers that require help and support are being directed to the Community, which is great, we’re learning a lot more about the type of issues our customers are facing and being able to create new articles to cater for those issues. In-some instances customers are raising topics that we already have an answer for, or cannot be dealt with on the Community as we’re having to look in to their accounts, and in other instances, a customer has raised a topic for an issue that they later find out has been resolved before we’ve replied. The issue we’re facing is that we’re getting a backlog of topics that have been replied to, but no necessarily with the ‘Best answer’, as far as we know the issue has been resolved and there’s not been a reply for 5 days and upward. What is the best approach to dealing with such topics? We’re noticed an impact on our reporting as we’re seeing an i

Hi, everyone I have some technical comments from user. Please check it: “I also advise about the problem that you can resolve problems with them, and even those that are in tacky topics when pressing on a link with a counter are unread an unread system of the type internal error, I want to go to those for problems by name.   Also, the problem does not appear to manifest itself, if only you have to eat it one time, then you can do this forgiveness, turning back again to reassign yourself, so that is not a one-time help. Also, when completing the image near the field, the image itself cannot be dragged and inserted by paragraphs to the text that is less in front of the cob of the text block, but if it is not manual, I want to be able to repeatedly . Also, I’m more important, I imply

I’m looking for ways to increase the participation in our ideation forum. We currently have 178 ideas submitted but very few votes per idea, considering we have 96K members. I’m wondering if others have had success with any tactics, etc to boost participation.

Hi folks, Wondering if there is any way to track the actual “last visit” and not just “last login” to the community? Seems that “last login” only tells me when the credentials were entered last, https://community.insided.com/analytics-reporting-34/last-visit-last-activity-578 but for some users they are visiting more recently. It would be good to know how often they really visit, even if they just read something and no activity is tracked. Thanks Jess  

Multiple spaces in code blocks are merged into one space after publishing an article. This messes up the formatting of source code. Is this a known issue and/or is there a workaround available? On editing:   After publishing:  

  we have some products that we have been discontinuing over time. At the launching phase we have promoted then with topics and replies. 

We’d like to host live events in the community that can be accessed by our members conveniently from within the community UI. What’s the best way to do this? Is there a Zoom or similar integration / plug-in?  

Has anyone else noticed that on mobile, the post preview does an odd “...” where it previews the first and last sentence? I’ve attached an example below, but does anyone know how to fix this in customization?    

Hi,  my colleage have a problem with log in, Username - Alena.Bondarenko. She cannot log in with her existing username and password. Also, a password reset email does not come. Can you check, pls.

We realise that the corona crisis causes challenging times for you, and we recognize the importance of keeping you up-to-date on how InSided is ensuring that your communities keep running at the same high level that you are accustomed to. It is of great importance to us to continue to provide you with the best possible experience at all times. And we also want to be proactive in communicating with you, if and when, you might see an impact on your daily work.  Here’s our current strategy: At the moment inSided is asking all employees to work from home, based on non binding Government advice to avoid the spread of the COVID-19 virus. The health and safety of our employees and customers is our top priority. We have implemented a number of policies to reduce the impact of the situation as much as possible, now and in the near future. Th

Hello, is it possible to integrate Insided with MS Teams? Especially here in the beginning, we would really like to collect all new posts from our community into our own internal MS Teams channel, where we can discuss how to action them, if needed, before anyone does respond to customer posts.  I imagine the integration along the lines such as when anyone posts anything on the community, a message containing a deep link to the post is added to our teams channel. Is this possible? Thanks in advance! /Per

Hello, I am only here to ask are PMs across all insided communities encrypted anyhow?

This morning someone posted something on our community, which was deleted shortly after that. My co-worker @Imke and I both didn't do it. Is there any chance the message could have been deleted automatically? It isn't marked as spam, although it was a spammy message.

We’re going to be using Service Now for cases and a knowledgebase. Is there any sort of out of the box integration between Insided and Service Now? We’d like to have a federated search, to surface ServiceNow resources within the Insided community. 

Hi Team,  Now that our knowledge base is live, we’d like to track the views and content helpfulness rating of all our articles hosted in the knowledge base to ensure that our articles are catering for our customers needs. Is there a report that we can export that will show us an overall view of the content helpfulness rating all our knowledge base articles without us having to click in to each article and recording the helpfulness rating manually? We’d like to run a weekly report to measure the success of our articles.  Thanks, Nikhil

If I want to do an insert link on an image, the link will only open if the user holds CTRL and then clicks on the image. In my experience this is not very user-friendly. Why doesn't the link open as soon as I click on an image that has a link attached to it?

When you, as moderator, move a topic to another subforum, all people subscribed to the subforum will receive a message. This can be confusing as some topics are already a month old but were in the wrong subforum. In addition, the mail also says that a new topic has been created, which is not the case.