Customer Communities (CC)

Hey, I see that the Gainsight community and a couple of other communities have this advanced filtering widget on the left hand side, but our platform doesn't. Is this something that needs activating in the admin side?

Am I using this wrong? When using the search while in the KB format, I am only able to search within documents within that category. Is there a way to have all searches work the same across all pages?

Hey quick question, we’ve implemented federated search, but we wanted to see if we could get better search results by adding meta info/metadata to each result. Right now the info we can submit are: title, content, url and source But are there any other sorts of info we could submit in the background and that could play in getting more accuracy in the results?

(Not sure this part is relevant but adding for content) - we use SSO to enable our customers to create a user when they first access our community from being logged in within our product. Our whole community is gated for registered users only. When they go the user registration page there is a link and requirement to accept the terms and conditions. But the terms and conditions are in the community and so the user needs to be logged in to view them. So they can’t view the terms before registering. Is there a way to make terms and conditions accessible without being logged in?

Hi there, We’ve added some custom links to our embeddable widget, but the “Ask the community” link seems to be an out-of-the-box option. Is there a hidden phrase that allows you to edit that specific language? The closest thing I’ve found is Module: forum // key: Ask your question (but that didn’t seem to work). Any ideas?

Does anyone know how to change the link button in the community? Can this be done via control or is this custom .css? Thanks! Anthony

Attempting to troubleshoot a moderation issue with one of my community’s more active members. Shortly after account creation she inadvertently triple-posted in the community and now all of her posts are sent to the moderation queue as spam. Another wrinkle, the word “Associated” is part of her company’s name and email domain. I saw this topic about someone’s access issues in the Gamechangers community and have reviewed her posts against our banned words lexicon, but see nothing to trigger a similar result in my community. Anyone else have a similar “shadow ban” experience and find a resolution?

As per the title… Am I able to use the API to obtain the ID of draft articles? We want to get the ID to externally keep as a reference with the content management system.

In our community I created a rank for banned users. So if your role is Banned Users, you get the rank of BANNED. It’s right near the top of the rankings, so it gets priority. For most users, it works fine: But, for other users, they get a lower ranking, even though their role is banned user: Am I missing anything obvious here?!

Hey everyone, I’m currently exploring ways to build stronger feedback loops within our customer community. I want to make sure members not only feel heard but also see their suggestions in action—whether through product updates, new content, or process changes. I’m curious how others are approaching this. Do you have specific workflows, tools, or even roles assigned to manage feedback efficiently inside your community space? Also, how do you close the loop publicly so other users can see what’s been done with the input? Thanks in advance!

I would like to get an export into a csv of all of the content in our community. For example, what appears on this screen: Content > CONTENT TYPES > Articles (https://xxx.insided.com/article/overview) Is this possible? I don’t see anyway to download this report.

Hi all, Some of the buttons on our community are currently not rendering or appearing correctly: “Create topic” button in the upper right hand corner is missing its copy The “Show More Activity” under the Recent Discussions container is not appearing We haven’t made any changes to our community which could result in this. Similarly, I’ve checked a few other GS communities Miro, Zapier, and Calendly, as well as it seems this community, and seems like they're also experiencing the same thing (no copy on the create topic buttons/issues with buttons). The status page says everything is up and running -- my team’s already filed a ticket but any recc’s on troubleshooting in the meantime?

Why is the text from the “Create a topic” button - aswell as the text in the “Log in” button in the mega menu gone? I can see that it’s the case in the gainsight community aswell:

Hi Folks, We recently distributed a newsletter to a select group of customers through our email campaign. Although I can view the number of unsubscribes on the main dashboard, I need assistance in figuring out how to enable the option for customers to subscribe to our email updates. For instance, if a customer receives the newsletter, how can they opt to subscribe to future emails? I would greatly appreciate a detailed guide and a reference to a help center article. Thanks, Roy

Hi, what is the phrase key for save changes on profile page? Thanks :)

You know that in-between moment? After the big launch, the welcome posts, the first round of champions? That stretch where momentum slows, expectations rise, and you’re left asking: Now what? That’s where real community strategy lives. And that’s what the Community Track at Pulse 2025 is about. ​@RichardMillington is digging into how community can touch every part of the customer journey (not just support). Keyvan Sadigh (Lucid) will break down what scaling a hub really looks like (warts and wins included). @DannyPancratz is sharing what to focus on post-launch (when the hype fades). And ​@jillian.bejtlich (Calendly) is helping us turn community into a limitless knowledge engine. ALSO If you’ve ever felt like you’re carrying the vision alone or need a fresh lens, this space is for you. Share your "now what" strategies at Pulse during our dedicated networking events for community professionals. Here’s the link. Code PULSE-RALLY gets you a discount, in case that helps. Let’s share the mi

Hey! We are looking to integrate federated from an external source (Sharepoint) into our community. We have looked at the documentation here, shared by ​@Sebastian , but we are still missing some pieces of the puzzle :-) How can we deploy the external source's API requests to the community? Do we need to create a Gainsight connector?

I caught up with Jeni, Ditte and Manda, and in that conversation Jeni proposed a community managers zoom call to catch up and hear what we are all up too. Set it up!

Hi Gainsters https://communities.gainsight.com/data-catalog-connectors-313/how-to-connect-tableau-online-with-customer-communities-data-lake-through-bi-connector-22842 This guidance is written for someone setting up a Virtual Connection within Tableau Online. Are we able to set up a Virtual Connection to the S3 bucket in a self-hosted Tableau Server environment as well? Any specialized instructions for that? Also, can we set up an Athena connection within a Tableau Desktop workbook? thanks in advance.

API question as I couldn't find info in the documentation. Is there a way to get a list of ideas that is either filtered by ProductAreas or by public tags?

Hi folks, Having a hard time searching for this topic now that the community has merged with other products - but is there any capability in the Rest API to pull report data? We often do manual calculations each month / quarter for case deflection, and it would be nice to automate this in Power BI and Rest API. The rest API docs seem to only provide provisions to manage users and community content rather than extract report data though.

Hi all! I’m working on sending a newsletter to our community, which is spread across three main languages. However, we’ve encountered a limitation in Gainsight — it only allows us to use one country filter at a time when creating a segment. This makes it difficult to include or exclude users from multiple countries. For example, some users list their country as “Brazil” (in English), while others list it as “Brasil” (in Portuguese), and we can’t group them together in one segment. Is anyone here using Gainsight to send emails to users in different languages or across multiple countries? How are you handling this? Any workarounds or tips would be greatly appreciated! Thanks!

Hey we would like to hide those flags that are essentially referring to countries in the language button. Has anyone been able to remove/hide them, in a clean way 😄?

We are in the process of implementing SSO for employees, while maintaining username and password for customers. We’d like to assign a custom role for employees based on SSO or email domain. Salesforce is in our technology stack, but not Zapier. Customer SSO is not on our roadmap for the foreseeable future. I’ve been able to do this in other platforms with rules to assign roles, but don’t see the same option with this platform. How have others gone down this path?