Product Updates

The third quarter of the year has ended, and we wanted to share our quarterly review to run through the great ideas on inSpired which we investigated, worked on, and delivered in the last quarter  .The aim of the review is to highlight what’s changed on the inSided platform in the last quarter based on the ideas that you have submitted, voted for, and to which you contributed replies.This Q3 our main focus was be to act on your feedback and ideas 🚀.Quick stats for inSpired ideas in Q3 2021  9 ideas delivered  112 new ideas created  122 votes delivered 651 votes added  So once again, a big thank you to everyone on inSpired who has shared ideas and voted on other customer ideas - the product team massively appreciates the insights and feedback you’ve given us over the last quarter  Ideas we delivered The following 9 ideas you submitted on inSpired have been delivered or partially delivered, with a total of 122 votes delivered in Q2 2021. Thanks to all of our brilliant idea contributors : 

Table of contentsHow to insert a table of contents in your topic? What do you need to know about the table of contents? Posting a long article to capture detailed troubleshooting steps or an extensive product update for a complex feature is part of the life of any content creator on a community. Now you are able to insert a table of contents in your content piece to help your readers get an overview of the information shared and jump to the most relevant part of the content for them.  How to insert a table of contents in your topic?  When writing your content piece, use the small and large headings from the editor’s formatting options to highlight different parts of the content piece. These headings will be picked up by the table of contents. After the content is ready to be published, click on the ‘three-dots’ button in the editor menu, and select ‘Table of contents’.      A modal will be shown where you can set only large headings to be used, or leave the default behaviour to display both big and small headings. The table of contents will be inserted and it will display a bullet list containing links with each heading.   What do you need to know about the table of contents?It is available in the text editor on both Control and Community, for all content types.  It can be inserted in a spoiler, table, and callout.  It updates automatically when a heading is added or removed. It will contain relative URLs, meaning that in Control it will contain the Control URL of the topic, while in Community it will contain the Community URL of the topic. This is relevant when copying links from the table of contents with the intend to share them.  Because the URLs are relative, they will contain in their path also the page number. For this reason, please always copy the link for sharing from the opening post, first page of replies.  Also, we decided to strip the table of contents from quotes to avoid issues when copy-pasting a link from a quote.  

Having the ability to invite users to groups has been one of the top idea on InSpired since we released the group module.It cumulated an amount of 38 votes already So many of you asked for this feature so we worked on not one but TWO methods to invite users to groups 🤯 : Invite links and email invitations. Those two ways serve two different uses cases :) Invite links What are group invite links:Invite links are an easy way to invite users to groups. They are available for public and private groups. Any end user who clicks on a group invite link will automatically become a member of the group without having to click "Join" (public groups) or "Request to join" (private groups).  For private groups, the invite links allow to bypass the approval by community managers.  End users directly become group members without having to be approved.  Learn how to use invite link in this dedicated article Email invitations What are group email invites:Email invites are a great way to invite specific users to join public and private groups. Any registered user receiving and accepting an email invite for a group will automatically become a member of the group without having to click "Join" (public groups) or "Request to join" (private groups). The email invitation will be valid only for the selected users and no one else. For private groups, the email invites allow to bypass the approval by community managers.  End users directly become group members without having to be approved.  Learn how to use invite link in this dedicated article: When to use group each invitation method: Use invite links when you aim to get as many members as possible to join your groups. We do NOT recommend using invite links for groups containing sensitive information. Invite links should be used for example for groups that are interests, role or location based (for ex: Amsterdam group, Designers groups).Use email invites when you wish to invite a specific list of users to a group. The invitation will be valid only for the selected users and no one else. Invite links on the contrary can be used by any end user.  To sum up: Invite links are great to create buzz and grow rapidly the number of members in a group containing public content.  Email invites are a more secure way to invite user to groups containing sensitive information. 

Over the coming months we will deliver several improvements to the Groups module. We will focus on your feedback and the top ideas you shared on InSpired about groups.To open the show, 💃 here are a first few improvements we implemented: Edit groups type  One of the major pain point you expressed on groups is the ability to edit the group type. Basically, you asked for the option to switch a from public to private and vice versa. This is now available!How to edit the group type of a group?Navigate to Control → Platform → Group Select on the group you would like to edit Click on the top right Edit group type Select the new group type and click Saves changesExample: Editing a group from private to publicThanks a lot to @wedgar for this idea that is now partially delivered ✌️ Group cards UI changes For privacy reasons, we removed the members metadata on the private group cards. The card now longer shows the number of members and a preview of the avatars of private group members. Preview of 5 avatars and number of members are now hiddenThanks @Anitahg  for raising to us!We will keep improving the group overview page, so feel free to share any ideas or feedback you may have :) Stay tuned for more improvement around groups: Hidden groups, group invites, and notifications for admins!!! Check out this research article for more details  

We are exited to share a major UX improvement around the log in flow All users can now log into your communities (AKA destination) using their email!Until now, users could only use their username to log into destination. From now on they have the choice to use either their username or their email.  New log in modal shows both options With this release we are delivering this below idea by @Jurgen and closing 15 votes! Thanks @Jurgen for posting this idea!  What about phrases?The below information is only relevant to you if you would like to use phrases to replace the field "Username or Email" by another text in the log in modal PreviouslyThe username field was controlled by the phrase "loginBox.username". This phrase was used both on the log in flow and the account creation flow.PreviouslyCurrentlyIn the log in flow we replaced the phrase "loginBox.username" by a new phrase "loginBox.usernameOrEmail". We made no changes to the account creation phrases. We keep the phrase "loginBox.username" for the Username field.The new phrase "loginBox.usernameOrEmail" will automatically apply the text "Email or Username" by default. The phrase will automatically be translated to the language of your community (for example if your community is in French it will say " Nom d'utilisateur ou email")Currently If you like to change the phrase "loginBox.usernameOrEmail" to say something else other "Email or Username" (or the translation of that text) you can manually change it using phrases in Control. See how in the below KB article: Feel free to ask any question or share any feedback using the comments below :) 

Over the past week, we worked on making small improvements to make the sorting of the results more relevant.We ran an AB test to tweak the search algorithm. The idea was to see if small changes in how we match queries with search results could positively impact search success metrics. The changes we made: The matches inside topic titles,  tags, topic and category titles now all have the same weight. Previously matches at the beginning of the topic titles scored higher in the search result. Proximity of words in matches now have more importance in the result ranking than the order of attributes where the match was found (title, opening post post, best answer, replies ...)For example:A end user makes the search query "frontend developer" and the two below topics exist: Topic ATitle "Backend developer"Opening post "Backend engineering is more fun than frontend engineering" Topic BTitle "Looking for work"Opening post "I'm a frontend developer looking for work" Our new algorithm will prioritise topic B over topic A in the search results because the two words "frontend" and "developer" are close together in the content. The algorithm will see the fact that the two words are close together as more important the fact the mach is in the opening post rather than the title. The results we got: We run an AB test with the two above tweaks over 8 communities for a month and got the following results on average:Click Through Rate The Click Through Rate is the percent of searches where at least one result was clicked on by the end user.CTR increased from 21.8% to 25.3%The Conversion rate We consider the search to be successful (aka to lead to a conversion) when the user spends at least 30 seconds on the clicked topic.Conversion rate increased from 14.6% to 17.2% Those two changes are now implemented in our new algorithm,  We hope to make further improvements like this along the way to our search algorithm.  Please share any feedback or ideas you make have related to this :)

We are happy to announce that you are now able to convert a question into an idea and vice versa! You have probably experienced the situation when a community user is posting a question about the product that turns out to be a feature request, as your product does not yet offer that functionality. Now the moderation team can easily move such a question into the Ideation module so your product team becomes aware of the request, alongside with the rest of you customers who might be interested in that functionality as well. Similarly, a community user might not be aware of the existence of certain product functionality and is posting an idea to convey their need for that feature. The moderator responsible for the Ideation module can convert that idea into a question and move it to a fitting community category, while also providing guidance on how that existing feature might be used.  How does the conversion feature work? Convert a question into an ideaOn the topic moderation page in Control, in the top right corner there is a drop-down menu that contains all conversions available for that content type. Now, when opening a question, in that drop-down there will be the option to convert it into an idea. The question will be immediately transformed into an idea and the page will reload, displaying now that topic as an idea with the default ideation status. You will be able now to update the status and add product areas, as needed, and assign a moderator (product manager). Any public tag that was added to the question, will be kept on the topic after the conversion.  Convert an idea into a questionWhen an idea needs to be converted into a question, in the same “More options” drop-down menu, click on “Convert to question” option. A modal will open up, where you can select the module (Community, Knowledge Base, or Groups) and a specific category where you’d like to have the converted question published in. By clicking on convert, the change is applied and the topic will lose the idea properties mentioned in the copy below.   Further detailsCan I convert a conversation into an idea?  Yes, if the conversation is converted first into question. The same would be needed when converting an idea into conversation: idea → question → conversation  Why is it possible to publish a converted question in a Knowledge Base category?  It is surprising at first glance, since it is not possible normally to publish questions in a KB category. It is possible already to move an existing question into a KB category, and therefore, we wanted to keep this functionality available. Moreover, you could convert that question into an article, if needed: idea → question → conversation → article What happens with the votes on an idea after the conversion into question? The votes will be transformed into likes and the converted question will receive the same number of likes as it has votes. 3 votes → 3 likes  Is this available on the old ideation as well? No, this conversion functionality works only with the new Ideation module. 

Our Salesforce integrations now have an easier setup flow, thanks to a simplified Salesforce authentication method.We’ve simplified the setup flow by removing the need for you to create your own Connected App in Salesforce. We saw that setting up the connected app was frequently error-prone. Sometimes it led to long conversations with our support team, and delays in getting the Salesforce integrations configured and ready for your community launch.Now, we’ve vastly simplified setup the setup, dramatically reducing the chance of errors when authenticating inSided x Salesforce.⚡️ What is the new set up flow?The new set up uses a simple OAuth flow, where you authenticate using your Salesforce user credentials in order to grant inSided the ability to retrieve data from and send data to Salesforce.Allow inSided access to Salesforce and authenticate in just a few clicksPreviously this was around ~8 steps (and a whole lot of clicking/back and forth navigation in Salesforce!).🦾Additional ‘under-the-hood’ changesIn addition, we’ve made some under-the-hood changes to improve the performance and consistency of the integration. Some of the changes you might notice:With the Salesforce community data export, community member activities are now exported every 10 minutes to Salesforce (previously was every 6 hours). Please note that Contacts are still only imported to be linked to community members every 6 hours. The linking process for Contacts is now shared between the export and import integrations, meaning there should be fewer inconsistencies in how community members are linked to Contacts.👵 If you already set up the Salesforce integrations using the old set up methodYou don’t have to do anything- in terms of functionality, the integrations function exactly the same no matter whether you set up Salesforce with your own connected app or using our new method. However, if you at one point decide to uninstall the Salesforce app (e.g. you need to switch the instance you’re using), then you’ll only be able to use the new authentication method.📚 Documentation 

The time is finally here - you now have access to Gainsight’s latest reporting functionality — Horizon Analytics.  “Building reports in Horizon Analytics is much more streamlined and has easily given us a 5x increase in efficiency.”  — A happy Horizon Analytics customer “I don’t remember life before Horizon Analytics! The game-changing capabilities like drag-and-drop report building and dashboards on mobile were totally worth the time to test.”  — Future you You’ll have time to preview and test the new capabilities before you’re fully upgraded. To ensure a smooth transition, we’ve highlighted 6 key steps you can take as an admin to set yourself and your organization up for success.  1 - Review your Horizon Analytics upgrade logs — we’ve already analyzed your reports for you Look at the upgrade log that is attached to the email titled Gainsight Horizon Analytics preview enabled. Note the status for each dashboard and report:  Status Recommended Action Success Time to exhale. You’re good to go! Partial Success Review the log, and:  If the reason is straightforward (ex: updating filter, etc), you can manually do the required changes.  If something seems off, reach out to support. Failure Review the log, and: If the reason is valid/expected (ex: field deleted, etc), no need to worry. You can move on to the next asset. If something seems off, reach out to support.   2 - Help Gainsight support help you!In case it wasn’t obvious from the above table, please report any issues found in testing to Gainsight Support via support@gainsight.com. Be sure to send along the information provided in the upgrade log attachment where applicable.3 - Make sure your Dashboards are as gorgeous as you designed them to beYou put a lot of work into making gorgeous, easy-to-use reports - make sure they display correctly! On the Dashboards Beta tab, open each dashboard; if you run into any display issues, contact support to get them resolved before your official upgrade day. 4 - Give users early access to explore and test the new capabilitiesWe have added new functionality like filters on pivot reports, report color palettes, and more. Be sure to review the reports for potential improvements prior to rolling out. As a best practice, we recommend testing out visualizations with a group of power users in advance (even when improving functionality!).5 - Set up time with your teamBefore the final transition day, demo Horizon Analytics in a team meeting or record yourself showing off your handiwork. 6 - Have a plan for the transition dayHave a plan for the transition day (you will receive communications from Gainsight regarding what date this is). Let all users know the right process internally to report any issues with reports. Best practices are for users to report issues to the Gainsight Admin and, if needed, open a ticket with support. Above all, communication is key. Reach out to Gainsight to proactively address any issues. Communicate with your users to ensure they feel empowered to use the new reports. Give yourself a pep talk - before you know it, you and your organization will be successfully upgraded to Horizon Analytics! Resources to provide your users Show, don’t tell - give your organization a preview of the look and feel of Horizon Analytics for end users Help your users help themselves - this end user training will help your users feel confident with the new capabilities Further Resources Webinar - Watch this deep dive into Horizon Analytics to discover the exciting enhancements and learn more about how to prepare Gainsight University - Complete this Admin training to ensure you are fully equipped  Gainsight Go - Review the docs relevant to you: NXT / SFDC Office Hours - Join office hours to ask your configuration questions - you surely won’t be the only one!  Slack Community - Join the admin Slack community to discuss your upgrade with your fellow admins and learn what’s working best for them.

This is small release to inform you that the the topic banner is now available in the customisation mode ✨This blue banner is what we call a topic banner: How it used to work:Previously to highlight a topic in a banner format you used to have to use moderator tags. You had to go on a topic detail page in Control an add select "featured_banner" in the moderator tag field . As a result the topic would be featured in a banner format in destination.The least we can say it that that UX was not ideal, especially in terms of feature discovery. How it's working now:We created a new widget called the "Topic banner widget".This widget will always be positioned below the Mega Menu.To use it you simply have to enter the url of a topic in the side panel and turn the visibility on using the eye icon. This widget is a shared widget like the Mega Menu. That means that it will become visible across all the pages of the community. Read our KB article about featuring topics To ensure a smooth roll out we will maintain the moderator tag "featured_banner" for a month before deprecating the feature. Enjoy!! 

In the past few months we have received a few requests for assistance with issues on the Draft overview page in Control.  One of the most frequent issues was the effect of an erased author on displaying this overview. Another quite common issue was the inability to delete a category which had drafts in it and the draft overview page was not helpful in identifying the drafts in a particular category given the lack of filters.  Why do we remove it? We have looked in detail at the different issues you reported and we have thought of potential fixes but the investment required for each proved to be significant. Another important factor for this decision was the low value this overview page was bringing to you given the lack of capabilities (no filters, no ordering or customisation options). Last, but not least, given the different modules and content types now available, we need to be mindful of the UX of our Control environment and having this page seemed an unnecessary addition to the moderation suite. Therefore, we decided to retire this page: URL path: /draft/overview What are you getting in return?Spoiler in the title, I know  We have introduced a dedicated filter called “Draft” to the Article overview page that will enable you to quickly see the drafts in that list, and, together with the filter “Published in”, you can now easily see all drafts saved in a particular category.  We hope this change will improve your experience of creating and managing drafts. Happy to hear your thoughts and feedback! 

We are very happy to announce that the new Knowledge Base overview page is now officially released!!As our platform is more and more structured around multiple use cases and modules, we see that many end-users are struggling to find the right information from the homepage. The Knowledge Base overview page will serve as an overview for all your knowledge base content. You’ll have more space to show all categories and relevant content for the different use cases. You now have one month (until the 8th September 2021) to customize your Knowledge Base overview page before we enable it for all instances. Once the page is enabled, all users who have access to at least one KB category, will see the page. It will take only a few clicks.Click here to see the steps to follow What's new?Customisable Knowledge Base overview page Well the main news is that this page now exits! And you can configure the look and feel of widgets that are displayed on the Knowledge Base overview page. You can add a visual to the hero banner. The rest of your theme will apply automatically. Link added to Mega MenuOf course the link to the Knowledge Base overview page will be accessible from the Mega MenuMenu dropdown displaying the overview page link at the top. New options on the Knowledge Base widgetsWe improved the KB category widget to offer more flexibility. You used to have only the option to display parent categories using this widget. You can now decide to show either just the parent categories or show the whole structure of your Knowledge Base by showing parent and child categoriesWidget displaying all the child categories grouped per parent categoryCheck out our KB article to learn how to configure the KB overview page Thanks @Monique for creating the idea that started it all.  

The second quarter of the year has ended, and we wanted to share our quarterly review to run through the great ideas on inSpired which we investigated, worked on, and delivered in the last quarter  .The aim of the review is to highlight what’s changed on the inSided platform in the last quarter based on the ideas that you have submitted, voted for, and to which you contributed replies.In Q2 we focused on the  on improving the quality of the overall platform. As a result we were less focused on closing ideas. However in Q3 our main priority will be to act on your feedback and ideas 🚀.Quick stats for inSpired ideas in 2021 Q2 7 ideas delivered  111 new ideas created  55 votes delivered 593 votes added    So once again, a big thank you to everyone on inSpired who has shared ideas and voted on other customer ideas - the product team massively appreciates the insights and feedback you’ve given us over the last quarter Ideas we deliveredThe following 7 ideas you submitted on inSpired have been delivered or partially delivered, with a total of 55 votes delivered in Q2 2021. Thanks to all of our brilliant idea contributors : 

Heads up - tomorrow (Tue 20 July 2021) we will be removing the counter next to Subscriptions from the user profile dropdown menu.We discovered accuracy issues with the number that we show for subscriptions in the menu. In particular, this number can differ from the number shown on the actual subscriptions page, once you click through. This is not always the case, but is caused by issues like the user no longer having access to the topic, or the topic being trashed. After assessing the feasibility of fixing the underlying issue, we’ve determined that it’ll be very complex to solve. As a result, we’ve come to the decision to remove the counter to eliminate the inconsistency and to avoid confusion with your superusers and end users.Special thanks @Nadia2 and @m4rc for sharing your feedback to help us with this decision.Please let us know if you have any further questions or feedback in the replies.

A big focus in the last quarter was on releasing new integrations to help you build better workflows and automate repetitive tasks. In case you missed it, head over to our blog to read the recap of the release and make sure to check out our latest integrations. We’re also about to release an engagement dashboard powered by Salesforce as well as making it easier to set up all Salesforce integrations.Next to that, we’ve invested considerable effort in improving the quality of the platform and we’ll continue to do so. The measures put in place are starting to pay off, for example, making the different content types (especially Product Updates & Ideation) less error-prone.This quarter's focus is to work closely with you on your most requested features. As more and more customers are using groups and providing feedback on this particular feature, it will be a big theme on the Q3 roadmap.Read more about our plans below. Coming up Groups Over the past few months, we’ve gathered a lot of feedback from you around Groups and the capabilities they offer. Among other things, we’re looking into implementing the three most popular ideas for groups:  Ability to invite users: to make it easier to grow groups and for users to join (private) groups. Hidden groups: for groups you want to keep secret from the rest of the world. Notification for end-user approvals: so that no one is left waiting at the door.  Knowledge Base landing page As our platform is more and more structured around multiple use cases and modules, we see that many end users are struggling to find the right information from the homepage. The Knowledge Base landing page will serve as an overview for all your knowledge base content. This means you’ll have more space to show different categories and relevant content for different use cases.. We aim to release this new page soon and allow you to customize it before making it visible to your end users.  Convert questions ⇔ ideasWe’re still working on making it possible to convert questions to ideas, and vice versa, ensuring that you never have to ask end users to resubmit their product feedback as a topic. We hoped to do this sooner, but had some delay due to the urgent need for us to tackle the architectural challenges for content types outlined in our article about bug fixes and improvements.  Easier setup and testing for Salesforce integrationsWe’re working on a new authentication flow for Salesforce that removes the need to create your own Connected App. This means that you can skip this step and get started quickly with our Salesforce integrations and more easily combine the power of your CRM data with your inSided community. In addition, we’ll be adding ways for you to test that the automated integrations are working as expected, without having to wait for the next scheduled run. Engagement dashboard, powered by our Salesforce import integrationThe public release of our new engagement dashboard is on its way, which enables B2B companies to analyze community engagement on a company level with the monthly active customers KPI. This gives you an easy way to report on how many customers are actually engaging in your community, within the context of your entire customer base.  We’d like to thank all the beta customers for your feedback so far! Plus, we’ll be adding some finishing touches to make the integration even easier to set up and test. Report inappropriate private messages To ensure that your community is a safe space for everyone who joins, we’ll be working on a feature that enables users to report a private message deemed as inappropriate or spam. The user will escalate the message to an authority on the community team who will then decide the appropriate action against the sender in accordance with the community guidelines.  Newly-released since the previous roadmap update: 

'A big focus in the last quarter was on releasing new integrations to help you build better workflows and automate repetitive tasks. In case you missed it, head over to our blog to read the recap of the release and make sure to check out our latest integrations. We’re also about to release an engagement dashboard powered by Salesforce as well as making it easier to set up all Salesforce integrations.Next to that, we’ve invested considerable effort in improving the quality of the platform and we’ll continue to do so. The measures put in place are starting to pay off, for example, making the different content types (especially Product Updates & Ideation) less error-prone.This quarter''s focus is to work closely with you on your most requested features. As more and more customers are using groups and providing feedback on this particular feature, it will be a big theme on the Q3 roadmap.Read more about our plans below. Coming up Groups Over the past few months, we’ve gathered a lot of feedback from you around Groups and the capabilities they offer. Among other things, we’re looking into implementing the three most popular ideas for groups:  Ability to invite users: to make it easier to grow groups and for users to join (private) groups. Hidden groups: for groups you want to keep secret from the rest of the world. Notification for end-user approvals: so that no one is left waiting at the door.  Knowledge Base landing page As our platform is more and more structured around multiple use cases and modules, we see that many end users are struggling to find the right information from the homepage. The Knowledge Base landing page will serve as an overview for all your knowledge base content. This means you’ll have more space to show different categories and relevant content for different use cases.. We aim to release this new page soon and allow you to customize it before making it visible to your end users.  Convert questions ⇔ ideasWe’re still working on making it possible to convert questions to ideas, and vice versa, ensuring that you never have to ask end users to resubmit their product feedback as a topic. We hoped to do this sooner, but had some delay due to the urgent need for us to tackle the architectural challenges for content types outlined in our article about bug fixes and improvements.  Easier setup and testing for Salesforce integrationsWe’re working on a new authentication flow for Salesforce that removes the need to create your own Connected App. This means that you can skip this step and get started quickly with our Salesforce integrations and more easily combine the power of your CRM data with your inSided community. In addition, we’ll be adding ways for you to test that the automated integrations are working as expected, without having to wait for the next scheduled run. Engagement dashboard, powered by our Salesforce import integrationThe public release of our new engagement dashboard is on its way, which enables B2B companies to analyze community engagement on a company level with the monthly active customers KPI. This gives you an easy way to report on how many customers are actually engaging in your community, within the context of your entire customer base.  We’d like to thank all the beta customers for your feedback so far! Plus, we’ll be adding some finishing touches to make the integration even easier to set up and test. Report inappropriate private messages To ensure that your community is a safe space for everyone who joins, we’ll be working on a feature that enables users to report a private message deemed as inappropriate or spam. The user will escalate the message to an authority on the community team who will then decide the appropriate action against the sender in accordance with the community guidelines.  Newly-released since the previous roadmap update: '

Having trouble proving whether the content on your community is truly driving your users to be self-sufficient?Our new self-service dashboard makes it easy for you to report on the adoption of the community as a support channel. Find out whether all the answered questions, conversations about best practices, and knowledge base articles on your community are helping your customers shift from 1-1 support and tickets to 1-many self-sufficiency.With the self-service dashboard, you can: Import Zendesk tickets to measure your self-service score to understand the adoption of the community as a help channel for self-service. Track changes in ticket creation and help content view behaviour over time to compare the rates of change and identify peaks/dips. Apply filters on a category, content, and user role level to tweak the self-service score according to your own definition of ‘help content’.Whilst you can view the ‘unique visitors who viewed help content’ without setting anything up, in order to measure your self-service score you’ll need to set up our integration with Zendesk to import ticket data.The new self-service dashboardFind out how to get started with the self-service dashboard and how to read the metrics with the following articles:Using another Helpdesk tool and would like to measure your self-service score on inSided? Let us know! Please let us know if you have any additional questions, feedback, or ideas to gain more insights about your community’s value as a self-service channel.

It’s now possible to delete badges that you no longer want to have available on the community, or which were left over from your inSided trial. How to delete a badgeTo delete a badge, navigate to Control > Gamification > Badges, hit the Delete button next to the badge you want to removed, and confirm that you really want to delete the badge.The confirmation modal shown before you delete a badge.Some useful things to keep in mind:Can I recover a badge once I’ve deleted it?Once deleted, a badge cannot be recovered. Proceed with caution!What happens when a badge is deleted?Once deleted, a badge will no longer show up in the badge overview in Control, will no longer be assigned to any users, and will not show up in activity stream of the user, the leaderboard page, the ‘badges’ homepage widget, and the recently earned badges page.I still see the badge in some of those places ^, even after I deleted it.It can take up to an hour for all traces of the badge to be fully removed from your community, due to the various caches across the community.Credits go to @aluciani for creating an idea for this on inSpired ⭐️🎸https://community.insided.com/ideas/ability-to-remove-badges-3079

Productboard helps product managers understand what customers need, prioritize what to build next, and rally everyone around the roadmap. Your community is full of actionable insights that can help product managers with product discovery and prioritisation.Our new Productboard integration makes it easy to create Productboard notes from community posts if they contain user insights for your product team, such as customer ideas or a pain point shared in a reply. From there, product managers can identify valuable insights and link them to related feature ideas, so they’ll be on hand for prioritization. That way, you can keep the community visible as a vital channel of product feedback.With our Productboard integration, you can: Create Productboard notes in just a few clicks from any user-generated content on the community (ideas, questions, conversations, replies). Edit the note on inSided before you create it, adjusting the title, description, and optionally adding any relevant tags.This integration is available on our Business Package and above. Create a Productboard note from any user-generated content in Control, and optionally edit the details before creating the note. Learn more about how to set up the integration.And one extra tip if you’d like to combine this integration with an automated solution → check out our Zap template for automatically creating Productboard notes when inSided idea statuses are updated.As always, we’d love to hear any questions or feedback you have about this new release.📆 We also have an upcoming webinar on Tuesday, June 29 at 12 pm EST/6 pm CEST, where I’ll be talking with @Scott Baldwin, Community Lead and Product Evangelist at Productboard about what it means to be customer-centric and how you can build customer-centric products. We'll dive deeper into community as we'll talk about the importance of giving customers a place to share their feedback and how you can prioritize feedback for your product roadmap.Save your spot!

We’ve introduced a new unsubscribe email variable in our system emails - you can configure this variable to enable end users to unsubscribe from an email notification type, without having to sign in.Making it easy for email recipients to easily unsubscribe from certain email notifications is a well-established best practice. Previously, end users of inSided had to log in, find the notification settings page, and change their email preferences. With our new one-click unsubscribes, you can include a link in the email template that lets end users unsubscribe in one click from the type of notification they received.⏱ Don’t delay, add the new unsubscribe variable to your email templates today!How to add one-click unsubscribe links to your system emails Log in to Control as an Administrator/Community Manager. Navigate to Email > System Emails. For the following email templates (@mention; New topic; New reply; Private message; Topic answered; Is your problem solved): include the new {unsubscribe_url} variable as a link for end users to click on, e.g.: <a href="{unsubscribe_url}">Unsubscribe</a> Make sure you press ‘Save changes’ to update each email template as you go along.Here’s a reference table to help you identify which emails this new variable is available for, and also where it is not available and why:  @ mention User is being mentioned in a topic ✅ {unsubscribe_url} supported Account approved User account registration has been approved by the moderator Unsubscribe not supported because it’s a one-off transactional email. Activate account User needs to activate his account Unsubscribe not supported because it’s a one-off transactional email. Flagged post There is a post in the community that was reported by a user Unsubscribe not supported (this functionality is intended for moderators, who can request an admin to remove their email via Control > Settings > Moderation Notifications > Flagged content. New topic There is a new topic in the category a user subscribed to ✅ {unsubscribe_url} supported New reply There is a new reply to a topic that a user subscribed to ✅ {unsubscribe_url} supported Private message User received a new private message ✅ {unsubscribe_url} supported Reset password User triggered the submit button in the reset password funnel Unsubscribe not supported because it’s a one-off transactional email. Topic answered There is an answer to the question that a user subscribed to ✅ {unsubscribe_url} supported Welcome to the community User account is successfully activated Unsubscribe not supported because it’s a one-off transactional email. Welcome to the Group Community member is approved to join a private group Unsubscribe not supported because it’s a one-off transactional email. Join the community Contact invited to join the community Unsubscribe is already hardcoded in the footer (email can only be sent to Contacts). Join a group Contact invited to join a group Unsubscribe is already hardcoded in the footer (email can only be sent to Contacts). Is your problem solved? Ask end users to mark best answer ✅ {unsubscribe_url} supported New product update A new product update is published Unsubscribe url is not supported → some additional work needs to be done to support the url in product update notification emails.  ✅ {unsubscribe_url} is now supported (updated Mon 19 Jul 2021)  Helpful resources / FAQDoes each notification type have its own unsubscribe option/behaviour?Yes, each type notification has its own unsubscribe option/behaviour. For example:If a user gets a notification for a new reply in a topic, the user can unsubscribe in one click from all new reply email notifications from the community. If a user gets a notification for a new @mention, the user can unsubscribe in one click from all @mention email notifications from the community.We’d love to hear your feedback in the replies, or any questions you have about this new functionality ✨.

Hello everyone 👋This news if for all the SEO enthusiasts out there. Here is a small SEO improvement but and important nonetheless. But first a few terms for you to know (if not already)A "rel" is an HTML attribute that specifies the relationship between the current document and the linked document. This is used by Google for SEO purposes.  UGC stand for User Generated Content What we changedWe added the "ugc" value to the link rel for all newly content created by all end users (aka super users and registered users).For example:  <a href="http://www.communityexample.com/" rel="ugc">This is a nice community! </a>This change will apply to topics and replies and basically make it visible to Google what content has been created by end users.  Why is this good for SEO?Google recommends the following "We recommend marking user-generated content (UGC) links, such as comments and forum posts, with the ugc value."Identifying links created by end users can be useful in the case of spammers. Links containing" rel="ugc" will generally not be taken into account when calculating PageRank on the Google Search results page.This won't prevent spam, but it will avoid problems with passing PageRank and deter spammers from targeting your site. By default, many sites automatically add this attribute to any posted comments.More info from Google here Do you share your thoughts and feedback about this news in the comments below :)  

It happens that community questions or issues sometimes can’t be solved by other community members, or your community team. You can now quickly create Freshdesk tickets from any community post, enabling you to save time instead of having to manually submit issues reported by your customers through the community.After you set up the integration, all user-generated content and replies will gain a new ‘Create Freshdesk ticket’ button in Control, via which you can effortlessly escalate the post to your Freshdesk support team’s inbox.With this integration you can: Create a Freshdesk ticket in Control directly from any user-generated post. Follow up with the ticket via a link directly next to the community post in Control. Ensure your support team responds quickly by selecting the Freshdesk ‘Group’ best suited to solve the ticket upfront.This integration is available on our Business Package and above.We prefill the title and description, and allow you to optionally select the Freshdesk group before creating a ticket.Learn more about how to set up the integration.You can enable the integration yourself via Control → Integrations → Apps → Freshdesk.Please let us know any questions or feedback you have in the replies!

About to launch your new community and looking for a way to let your customers know about it? Or having problems expanding the reach/audience of your existing community membership?Our invite contacts feature makes it easier for you to target audiences for your community via email and encourage them to register. A contact is defined as a person who is not yet registered on the community, but for whom you have an email address and (optionally) a name. You can also invite contacts to specific groups, and automatically add them to the group when they accept the invite.With contact invites, you can: Import contacts to invite, via CSV upload. Bulk invite contacts to join the community and (optionally) a particular user group, with a custom message. With group invites, members are automatically added to the group and redirected to the group page upon sign up. Customise the email template for the group/community invites to fit your brand. Send invites to contacts from Control, and include a personal message Customisable email templates for contacts who are invitedLearn more with our guide:Contact invites + authentication method support☑️All SSO methods support☑️inSided default email authentication supportPlatform visibility☑️Public communities support☑️Private communities support🙅There is currently no support for invite-only communities (i.e. if you set ‘allow registration’ to no for a private community, then invited users will not be able to create an account). Please let us know any feedback or questions you have on this release.

The Mega Menu was released in Beta a few months ago and the response since then has been great 🥰. So many of you started using it in your communities.It was time for us to tight up a few loose ends and officially release it :)Here are the main improvements we focused on: Shared visibility to apply to all customizable pagesOne of the major limitations of the Beta version of the Mega Menu was the fact that the Mega Menu customization didn't apply to the Ideation and the Product Updates overview pages. This is no longer the case. Once you configure the Mega Menu on the homepage, it will apply to all pages! Permissions apply to Mega MenuFor the ideation and the Product Updates module, the permissions didn't apply in the Mega Menu. The link to those modules would always be visible whether or an end user had access or not. From now on, for each user, their permissions will condition whether they see the link to those modules in the Mega Menu. This behavior will be consistent with the categories of the Community and Knowledge base. Those categories appear on the Mega Menu dropdowns based on the users permissions. Good to know: If you wish to always display the link to the ideation and Product updates modules disregarding the permissions, you can use custom links and hide the modules links Prepopulate the category when creating a topicWhen creating a topic from a child category or from a topic, the category field will be pre-filled.Thanks @Kgastaldo and @aluciani  for creating ideas about this :) Search UX improvementsWe made a few tweaks concerning the UX of the search:When clicking on the search icon, the focus is automatically set to the search input fields Dropdown UX improvementsWith long child category titles, we would observe the following behavior where some of the content would not be fully visible.  We solved that by allowing the title of category to go over two lines as such:The Mega Menu widget is now available on all instances for you to start using if it's not yet the case ✨What is next:We are also looking at other improvements in the Mega Menu for the future to make it even better. Here are some of the point we would like to address:Custom dropdowns see this idea:Sticky navigation optionsDo let us know which of those improvements would be the most valuable for you. And share any other ideas you may have around Mega Menu 😎!   

We know it’s been quiet on the inSided product side and we’re sorry about that. 😞 Normally, we have a couple of product updates every month and we’re fully aware that our last significant releases were two months ago. Lately, we've been focused on making stability improvements to the platform to ensure our customers have a seamless experience. Read more about our platform improvements in this article. Additionally, we’re focusing on getting some really cool features out of beta. Now, as we’ve improved the stability of the platform and gotten rid of some pesky bugs, we're excited about prioritizing more of your ideas. We’ll update you about that at the beginning of Q3. Also from now on, we’ll do all roadmap updates at the beginning of each quarter. So we’ll be back with another update at the beginning of July. ☀️ Coming up Mega Menu A couple of months ago we released the new Mega Menu widget in Beta. The Mega Menu is a new widget aimed at making navigation around the different modules easier.  Currently, you have to configure the Mega Menu on the Homepage as well as the Ideation and Product Updates overview page. We want to make sure you only have to configure the Mega Menu once. We’ll work on the feedback we got during the Beta tests, add more functionality, e.g., permissions applying to the menu, prepopulate the category when creating a topic, etc. Knowledge Base landing page As our platform is more and more structured around multiple use cases and modules, we see that many end-users are struggling to find the right information from the homepage. The Knowledge Base overview page will serve as an overview for all your knowledge base content. You’ll have more space to show all categories and relevant content for the different use cases. For more information, we invite you to give feedback in this topic on our designs for the new KB landing page. FreshdeskWith our new Freshdesk integration, you’ll be able to quickly create Freshdesk tickets from any community post, enabling you to save time instead of having to manually submit issues reported by your customers through the community. You can even ensure a speedy response from your Support team by selecting the Freshdesk “Group” best suited to solve the ticket upfront. ProductboardWith our new Productboard integration, you’ll be able to create Productboard notes from community posts if they contain user insights for your product team, such as customer ideas or a pain point shared in a reply. From there, product managers can identify valuable insights and link them to related feature ideas, so they’ll be on hand for prioritization. That way, you can keep the community visible as a vital channel of product feedback. Interested in early access? Contact @daniel.boon  Self-service dashboard: powered by our Zendesk ticket importOur new self-service dashboard will make it easy for you to report on the adoption of the community as a support channel. Find out whether the answered questions, best practice conversations, and knowledge base articles on your community are helping your customers shift from 1-1 support and tickets to 1-many self-sufficiency. Engagement dashboard: powered by our Salesforce company importOur new engagement dashboard will help you measure the percentage of your customer base that’s actually engaging with your B2B customer community, on a company level. We do this by importing account and contact data from Salesforce, linking community members to companies, and then showing you an aggregated view of the top/active companies in your community. One-click unsubscribe in email notificationsWe’re going to give your end users a frictionless way of opting out of notifications, without having to sign in to the community. This will be granular for each type of notification, making sure end users are only subscribed to notifications, categories, topics, and groups that they’re really interested in. Convert questions ⇔ ideasWe’ll make it possible to convert between questions and ideas, ensuring that you never have to ask end users to resubmit their product feedback as a topic. SSO set upWe’ve seen that the SSO setup process in Control can create some friction. The current UX needs to be improved to offer better guidance in the setup process. We will focus on improving the overall experience to make setting up SSO as smooth as can be. Groups Over the past few months, we’ve gathered a lot of feedback from you around Groups and the capabilities they offer. We will prioritize your feedback and improve the UX.