Product Updates

First of all, thank you all for your input, questions, and feedback about our dashboards, whether directly to the product team, on inSpired, to support, or to your CSM.As a result of your feedback, we’re investing time to improve our dashboards, starting with a full audit of how we process and query the data. We’re also planning to make our documentation clearer and more complete, as well as changing how the dashboards interpret the underlying data. 🎯 Our objective is to ensure the data shown in the dashboards is transparent, reliable and in line with your expectations.What you can expect:☑️ #1 Improved documentation, making the filters and metrics fully transparent and easier to understand.☑️ #2 (Possible) changes to dashboard metrics/filters that are not working as we expect.☑️ #3 Changes to dashboard metrics/filters that are not working as you expect (according to your feedback to the product team, and common queries we’ve received at support/CSM).📅 We’ll give you upfront warning (at least 7 calendar days) before rolling out any changes to your dashboards that have a significant impact.The main recurring feedback we’ve heard regarding your expectations of how the dashboards should work is that they should reflect the current state of the community, rather than ‘what happened at the time’, which is a separate (less-needed) use case.For example, right now if a topic is created in category X, and then later moved to category Y, the dashboard will still show represent the topic in category X. Based on your feedback, we believe the dashboard should update to show category Y (i.e. the category the topic is in right now, rather than the category the topic was created in).One thing to note: we’re not focusing on adding new metrics or new dashboard features until we’ve reached our above objective concerning transparency and reliability.Please let us know if you have any feedback for us, or if you have any other general questions about the changes we’re planning for the dashboards.

We’ve added an advanced functionality to the Homepage customization page in control that allows you to add custom HTML.This is the latest feature we released helping you to change the look and feel of your community homepage more easily. Learn more about other customisation features: Customize your homepage layout with drag and drop and visibility toggles 🎨 Use Custom CSS to change the look and feel of your community 🎨 With a HTML widget you can: Add HTML code to your community homepage to create custom views such as banners, video’s, call-to-action buttons, basically anything you like Add unlimited HTML widgets Determine the position of which the HTML widget should display with drag and drop Enable and disable the visibility of the HTML widget (toggle on/off)  A HTML parser will check your code for errors, minimising the risk of breaking thingsYou can find this HTML widget in Control > Configuration > Homepage (click Add HTML widget button in the top right corner).Be careful: The (mis)use of HTML can break your community layout, functionalities and behaviour if not applied correctly. We recommend inviting a professional web developer to work with CSS and to test and try any changes on your staging environment first before applying them to your production communityHere are some examples of widgets that can be created with HTML:Full-width banner Sign up form We hope you like the powerful possibilities of the HTML widget and can’t wait to see some great executions on your communities. Questions, suggestions, ideas? Drop us a line below 

We are going to make improvements to the configuration pages for Header, Footer and Third-party Scripts, we’re going to do this because we want to make it easier for you to configure your community header, footer and external scripts. Read on to find out what is going to change and what you should know. The changes mentioned in this topic have been rolled out to your control environment Changes The ‘Header’ page will get more configuration options A new page ‘Footer’ will be added to Control ‘Third-party Scripts’ will be moved from ‘Settings’ to ‘Configuration’ ‘SSI Configuration’ will be removed from Control Header Location: Control > Configuration > Header This page will have 3 options: Default: Use (and configure) the default header of your community Server Side Include: Include your external HTML header via URL Custom code: Create your own header via custom HTML Footer Location: Control > Configuration > Header This is a new configuration page. You can use this page to configure the footer of your community platform, it will have 3 options: Default: Use the default ‘scroll to top’ footer in your community Server Side Include: Include your external HTML footer via URL Custom code: Create your own footer via custom HTML Third-party Scripts Location: Control > Configuration > Third-party Scripts This page will be moved from ‘Settings’ to ‘Configuration’. Three text-area’s to insert a third-party script remain the same (in <head>, after opening <body>, before closing </body>) An SSI URL field will be added to the Insert in <head> field, allowing you to insert a custom file in the <head> of your community SSI Configuration This page will be removed from Control because the fields will be replaced by the ‘Server Side Include’ options in the Header, Footer and Third-party Scripts pages.  Moving URLs: If you inserted an SSI URL in the SSI Configuration page and it has already been activated, we will move this URL to the new place for you. e.g. If you activated a Header SSI URL for your community we will move this URL to the improved Control > Configuration > Header page. If you provided an SSI URL for head include but did NOT activate this URL it won’t be visible after these changes are available. We suggest to note this URL down somewhere in case you decide to use it in the future. Please let us know any feedback or questions you have for us in the replies.   

We improved the UX/UI of the live search suggestion box to help users find answers effortlessly. Visual changes are made to present topic information and actions in a clearer way.New look for live search suggestion boxContent type iconsWhat are the changesEasier to tell the content types by icons Article labels are displayed after topic titles  ‘Search:..’ button is replaced by ‘View all’ to see all the search results ‘View all’ and ‘Ask question to the community’ are phrases and can be changed if needed.  View all Category: Forum  Key: ​​​​​​live.search.view.all Ask question to the community Category: Forum  Key: live.search.ask.question We hope you like the new changes, if you have any feedback let us know :)

Tiny announcement - we’ve raised the file upload limit to 50MB. This does not include image attachments. Got any questions about file uploads or need a refresher? Check out our FAQ :).

Fresh news from the product team, you have been waiting for this: our latest roadmap update. We had a blast at our own inSpired event where we showed our product vision, what has been delivered since the last event and shared some exciting new features and releases coming up. Last weeks we delivered the highly anticipated team notes, a new editor to write beautiful topics, an overview that shows all your articles and an entire new module that will help your users help themselves: the knowledgebase! And last, but not least our new API is out of beta and available for everybody to use. Now all customers are upgraded to the new templates we want to empower you to better optimize and customize the templates to your brand and goals. Also, we are looking into a couple of your top requests and ways to integrate the community better within your tech stack.Read on to find out what we’re working on now: Customization - change the look & feel of your community We want to empower you to change the layout of your community homepage more easily. View, manage and add (new) widgets to your homepage with drag- and drop reorder and visibility toggles Change the look and feel of your community by adding and overwriting the CSS of your community elements Federated search - show Zendesk guide articles in your community search We’re building an integration with Zendesk to search for Zendesk Guide content through your inSided community platform View Zendesk Guide articles in your community live-search and search result pages Show content in community emails We want to show content when a user receives an email notification via your community Show an excerpt of the topic when a new topic is started in a category that a user subscribed to Show an excerpt of the reply when a new reply is posted or when a user has been mentioned in a topic Editor We’ll continue iterating on the editor to provide the best create and editing experience as possible. Powered by your feedback, ideas and suggestions here. Zapier integration (integrate with 1000s of apps including Slack & JIRA) We’re building an integration with Zapier to enable you to easily connect the inSided platform with other apps to automate and simplify workflows. You’ll be able to trigger actions in other apps (like Slack, Jira, Trello) based on when new content is created/liked on the community, as well as when new moderator tags are added. You’ll also be able to add moderator tags and reply to topics based on triggers from other apps. We’re now in the beta testing phase - message @daniel.boon  if you’re interested to learn more! Gamification - manually award badges to users We want to empower you to give recognition to your community members by awarding badges manually in Control, or via API. We’re rolling out the API first - this will enable you to automatically activate users on the community based on achievements they make in other systems (e.g. learning management tools), or even your own product/web app! We’re also working on an interface in Control that makes it easy and fast to award badges to one or more users. Completed product improvements since the previous update: Our new text editor is now available on all communities! New editor for new articles now available in Control Menu update in Control about customization options Stay on top of your content with our new article overview API 2.0 out of beta w/ new documentation -> core platform improvements completed Help your customers help themselves with the new Knowledge Base module! Boost moderator efficiency and collaboration with team notes  

We are very proud to announce that our completely new editor is now available for all users on all communities!  We have invested a lot of time to give you and your users more options to create richer content in an easy way - so we hope that you will enjoy working with the new editor as much as we do!We are investigating line-height / spacing inconsistencies as well as problems with selecting text on some viewports (e.g. Safari on iOS).Polls are temporarily not available, but will be added again soon. Overview of improvementsThere are many things which have improved with the new editor, just to name a few:Improved existing featuresImage upload Drag & drop images into the editor instead of manual upload Captions (descriptive text underneath uploaded images) Code In-line code is now possible (previously code was in an extra line) Code syntax (code is not being stripped automatically anymore) Lists Multi-level lists are possible now Better UX in working with lists (previously lists could not be interrupted by line breaks) Text styling Text styling within lists was not fully supported before New featuresTables! Callouts Text color / background color Horizontal linesOf course not all of these features are available to end users, some of these (e.g. text color, header, callouts) are only available in the Control environment for now. We have plans to make this available to front-end users via user roles in the future, so that you are in control of who can make use of these features - please share your thoughts on this with us in the comments!FeedbackPlease let us know what you think of this improvement, also how your users are feeling about it. This way we can adjust and improve the editor even further in the future!

To help you better manage your ‘official’ knowledge on the community, we've released a new article overview - a way for you to stay on top of all your articles so you can ensure they contain the most up-to-date information possible.With the article overview you can: See a list of every single article on your community, and see who last edited an article and when. Sort articles by publish date & last edited date. Filter articles by category, author, and article label.  Special thanks to @Ditte ,@bjoern_schulze , and@freydrew  for their collaboration and super helpful feedback during the initial design & development!As always, we'd love to hear your feedback and suggestions once you've had a chance to make use of the article overview!

 Hi all  We have an announcement for those of you who are using post fields in their moderation strategy.It has been brought to our attention that when a post is moved to a new topic or made into a topic, we do not preserve the post field data. We have investigated this issue and, at the moment, it looks like in order to fix it we would need a maintenance window which would take all communities offline. We like to limit as much as possible any disruption to your communities and your daily activity on our platform. Therefore after analysing how many of our customers make use of the post fields feature on a regular basis, we have decided to not go forward with this solution and will continue to look for another fix which would not require taking any communities offline. In the meantime, we want to make you aware of this issue and advise you to make note of the post fields on posts before performing any action on them. After you have moved or created a topic out of a specific post, then you will need to add the post fields manually back. It is slightly time consuming and not a convenient way to moderate posts, but for now we feel it’s better than causing disruption for all customers.  As one of our core values is Never Settle, we will continue to look for a better solution to fix this issue and make the moderation work as seemlessly as possible for you. Thank you for your patience and collaboration!  

We enabled the new editor here on inSpired and your staging communities. We are doing this because we want to give your users the same create/edit experience as you have andwe want to empower them with extra formatting capabilities.But not all formatting capabilities are available for your users, we stripped: text-color, text-background-color and horizontal lines. On smaller viewports (tablets and mobiles) we only provide the most necessary formatting options like sharing a link and inserting a photo.Once we enable this new editor for your users we’ll have one unified editor experience throughout the entire platform: Users, Super-users, Moderators, Community Managers and Administrators will be able to create and edit new topics and replies using one single editor.Public rollout We haven’t defined a public rollout date yet as we first want you to try it out here on inSpired. We need to make some small tweaks and make sure this new editor works properly across all viewports, devices and browsers. Also we’d like to hear your thoughts on the functionalities that will be opened up to your users, everything you see here on inSpired will be made available to your users when we release this. Stay tuned for updates and a release date, for now enjoy the new editor and let us know your thoughts.​​​

We are super happy to announce that our new & improved Knowledge base module is now available to you! You might have already seen it in action on the homepage of the inSpired community; it’s now time to set-up yours!What is it?The inSided Knowledge base is a new module, which seamlessly works together with your community platform. You can now include a Knowledge base to promote your company official (curated) content in a delightful way, and further help your users help themselves by offering them a combination of official and community-generated answers in one platform.Learn more: Knowledge base: now previewing on inSpired!What can I expect?We have listed some of the key-features and new functionalities of our Knowledge Base below:Standalone (so completely optional to use) module which can be configured separately from the community platform Knowledge base (parent) categories with an optimised UI/UX to easily browse and navigate, and give your platform a ‘new’ feeling Navigation cards on the homepage, to allow users to navigate to important content quickly Drag & Drop module to control the order in which topics are displayed in the Knowledge base, so you can make sure the most important things are read firstHow to get started?Log in to Control, navigate to Platform > Knowledge base and give it a try. The following article(s) should get you up and running in no-time: Getting started with the Knowledge Base   

We’re extremely excited to share that our new and improved editor is now available! Write beautiful articles from scratch with a wide-range of formatting capabilities. Learn more: Write better articles with the improved editorSome of the extra’s you can do now:Multi level lists Code blocks with code syntax highlighting Image captions Inline code formatting Text color Text background color Horizontal lines Tables Callouts in 5 different colors   We hope you enjoy it as much as we do, we’re looking forward to read your next-level articles!

You might have seen the new cards on the inSpired homepage under ‘Articles and Guides’ - meet the Knowledge base. We’re previewing this new module ahead of the rollout for all our customer.Knowledge base cards on the inSpired HomepageWhat is a Knowledge base?In a nutshell, the inSided Knowledge base is a new module, which seamlessly works together with the community, where can promote your company official content in a delightful way and help your users help themselves.This article highlights the key features and whereabouts of this new module:  What is the inSided Knowledge Base?Why did we build a Knowledge base?The majority of your users is looking for answers themselves. We proudly see that you are already helping your users find these answers by adding helpful content and answers on your community platform.On some communites it can be a challenge to make sure helpful content doesn’t dissapear between all other user-generated posts. You are already able to highlight topics by featuring them, or by making them “sticky”. However this affects the browsing behaviour if you want to highlight more than a few topics at the same time. There are better ways to do this.We have built this Knowledge Base as an addon to your existing community platform. It’s meant to be a designated are for your (official) company/product support content. Topics in the Knowledge Base are either created or curated by your team, showing that the content is verified and can be trusted to answer a question.By adding a Knowledge Base to your existing community, you can ensure that your users will be able to find the right answers/information themselves in a shared pool of both company curated and user-generated content.  Sounds great right?What exactly will be available?A Knowledge base module which can be separately configured from the community Knowledge base (parent) categories with an optimised UI/UX to easy browse and navigate Navigation cards on the homepage Drag & Drop module to control in which order topics are displayed in the Knowledge base Improvements to the article editor so you can write rich articles with extensive formatting functionalities like tables, callouts, code blocks with code-syntax highlighting and more FAQHow much does this new module cost?Nothing, this new module will be added to your platform free of chargeWhat is the difference between a community and a knowledge base?A community is populated with user-generated content such as questions, answers, discussions and ideas. Topics are displayed by recent activity. A knowledge base is populated with your company (official) support content such as articles, guides, tutorials and FAQs. You can determine in which order topics are displayed with drag & drop control. Your users can’t submit topics in a knowledge base.Update - 26 SeptemberThe Knowledge base module is available now

Hi everyone! This is just a quick status update to explain a strange situation we found ourselves in earlier today - the Federal Service for Supervision in the Sphere of Telecom (Roskomnadzor) decided to countrywide block access to all platform hosted images for users based inside of Russia. This was caused by a spam post on another one of our communities - a post that was swiftly removed within minutes of being posted by the forum mods. We consider this as an overreaction by Roskomnadzor as our hands were tied.We first noticed this during the morning after receiving first reports - the images were moved to a different server and the issue was considered resolved at 3:20pm.This meant that any one based in Russia would have had images failing to load when visiting a community. We have transfered the images to a different server now which has fixed the issue for our Russian users.

We have good news for everyone creating content on their community. We are working on a new version of the content editor and are making improvements so you can write better and nicer articles for your users to read. This new version is available in your staging environment as of todayThe goal of this early staging release is to allow you to get familiar with the upcoming changes, get your feedback and suggestions for improvements before we make it publicly available. Where can I see the new editor?The new editor is enabled in the 'New article' page. When you edit an existing article in the topic moderation page, or in the community itself you will also see the new editor.New editor in Article pageCreating other topics or writing replies will still use the default editor. We chose to release the new editor for articles only so we could focus development efforts on a single use case, add requested formatting capabilities faster and deliver value to you. The new editor will be made available everywhere across the platform in a later stage. What is supported in the new editorAll the formatting capabilities that were in place already are still there. On top of that we added additional formatting capabilities in the form of:Multi level lists Code blocks with code syntax highlighting Image captions Inline code formatting Text color Text background color Horizontal linesWe made some adjustments to the output of the content to optimize the reading experience for your users. We changed font-sizes and font-weights, line-spacing and whitespace between elements. What is not supported in the new editorDue to the technical changes needed for this new editor the following functionalities are not supported with this new editorArticles created with the new editor can't be changed with BBcode. The option 'Edit with BBcode' is not available for articles It is not possible to quote posts created with the new editor. The option 'Quote' is temporarily not available for end-users on articles. This option becomes available when the new editor is enabled on all parts of our platform. Adding polls to an article is temporarily disabled. You can still add polls to other topic types More formatting capabilitiesWe are working on extra formatting capabilities like; tables, anchor links, callouts and accordions. These extra features will be added to the editor along the way, one at the time. When will this be available in my production environment?Monday 16 September the new editor will be available for articles on your production environment.We're happy to answer your questions, get your feedback, ideas and suggestions for improvements. Please leave a comment below Update – 16 SeptemberThe new editor is now available in Control for all of you

For more efficient teamwork and better collaboration when moderating community content, we've released team notes - a way for you to proactively share helpful contextual info on topics with the rest of your moderation team. Thanks @Keith M for submitting the original idea!). Thanks also to those who contributed to the research topic - we really appreciated the community contributions here 🙂. With team notes you can: ✅ Jot down a quick note on any topic, visible to your whole team in Control. ✅ See who last updated the note, and when. We officially launched this live during the inSpired event yesterday ⚡️- we hope you liked the surprise 😉. And of course, we'd love to hear your feedback and suggestions once you've had a chance to make use of team notes!

As some of you have already noticed, we recently encountered an issue where a link would be created whenever two words were connected by a . (dot). The fix we applied is unfortunately affecting any real links you might want to share in topics or replies. An easy workaround, until we have the right resolution, is to use CTRL + K / command + K. This shortcut will offer you the possibility to copy/paste your url and keep its formatting. It looks like this:

Now that the heatwave is over in our Amsterdam HQ, we have some hot news to share with you: our latest roadmap update. In the last weeks, we focussed on making it easier for content managers and moderators to create content. We delivered a draft functionality to make it easier for you to prepare knowledge and blog content in advance. We also provide a way to convert conversations into articles, enabling you to ‘promote’ knowledge generated by your community experts. We’re also running a closed beta of our Salesforce integration. By combining community data with Account/Contact data, our integration enables you to get deeper insights and intelligence around the reach, engagement, growth, and composition of your community. Get in touch with @daniel.boon if you’re interested in joining the beta, or if you’d like to learn more. Meanwhile, we continued working on our knowledge base capabilities and upgrading our editor. Our mission remains: make it as easy as possible for your users to find content on our platform. Read on to find out what we’re working on now: Knowledge base We continued working on dedicated knowledge base categories. Our goal: put your company official (support) content at the fingertips of your users. Knowledge base categories will have an optimized UI/UX, allowing users to quickly find the right articles that will help them to help themselves. Add a knowledge base to your community in which you can easily curate and structure content. Improved formatting capabilities We updated the mechanics of our editor to support HTML content. We plan to add additional formatting capabilities: tables, code blocks with syntax highlighting, drag- and drop images, multi-level lists, anchor links, find & replace inside topics, and buttons. Search in categories This feature has been paused in favour of the knowledge base and improved formatting capabilities. We plan to work on this in the near future. When you perform a search on a parent category or category page you will only get to see topics that belong to that (parent) category. Pushing click events to Google Analytics Based on your feedback we’ve looked into pushing click events to your Google Analytics so you can analyze user behavior inside your GA account. The first click events on categories, quick links, (featured) topics and more are already being pushed to your GA account. Log in to your GA account and navigate to Behaviour → Events → Overview to see them. More documentation on GA events will follow on inSpired soon. Salesforce integration Our Salesforce integration will help you gain more intelligence on your community and its impact by linking community members and their activity to Contacts and Accounts in Salesforce. We’re currently running a closed beta for the integration - we’re still open for new participants! Contact @daniel.boon if you’d like to find out more/join the beta. Articles overview We’re working on tools to help you keep your knowledge base content/articles up to date. As a first step, we’ll enable you to access an overview of all of your articles, with information to help you identify what might need an update. Core platform improvements update We’re on the verge of finishing the job with our core platform improvements.. Once your community has been upgraded to the new version, you’ll be eligible to start using the beta for API 2.0 (containing all key functionality for Conversations, Questions, and Articles), as well as webhooks. Get in touch with @daniel.boon for more information about the beta. Thanks for your patience and continued collaboration. Completed product improvements since the previous update: Updated menu naming/structure in Control [inSpired idea] Easily prepare content in advance with draft articles 📝 Moderator permissions have been reduced [inSpired idea] Ability to convert content to an article [inSpired idea] After moving replies to another topic, stay at current topic

To make it easier for you to build up a knowledge base and prepare news/blog articles, we've released the ability to create draft articles in Control (thanks @aluciani for submitting the original idea!). With draft articles you can: ✅ Control the publish date of your article (no more recreating articles from a hidden subforum to get the right date! ). ✅ Make draft articles available to your whole content team to review, edit, and publish. ✅ See who made the last edit to a draft, and when. Thanks to our beta testers for giving us helpful feedback @Hiewwaiy, @LauraPortalupi, @Suvi Lehtovaara, @Patomiäs, @aluciani, and @keaton. Note: our immediate next step will be for us to add a 'Delete' button so you can permanently remove drafts. We'd love to hear your feedback!

We are working on introducing dedicated knowledge base categories. Prior to this release we've added a 'Community' label in the menu dropdown to distinguish community categories from knowledge base categories. Here is how it looks like: You can easily change the phrase for the label yourself with the following steps: Click the phrases button to activate live-phrase mode (you'll need to have permissions to the phrases tool to see this) Click the dropdown arrow icon next to 'menu' Click the Edit label next to 'Community' Provide your desired label for the phrase nav.title.community Click save changes

Update (Fri 2 Aug): the new menu structure is now available! TL;DR - a new menu structure in Control is coming soon; this article is a heads up so you can find out what the changes will be, and inform your team about them in advance. Over the years we’ve added a lot of new capabilities/configuration options to the inSided platform. So many, in fact, that we decided that it was time for a much-needed cleanup of our menu naming and structure. We expect the changes to be released within the next week. Let's get to the good stuff first - here’s what the new menu structure and naming will look like: An explanation of the ‘top-level’ menu items: Content (previously ‘Forum’): here you can keep on top of all of the content on our platform. (Drafts/Articles section coming soon!) Platform 🆕: here you can set up the base structure of the various sections of the platform: homepage, community, and knowledge base (coming soon!). Private Messages: (no changes). Users 🆕: here you can keep on top of all of your community members. It’s also the place where you can configure user-related features (e.g. ranks, badges, custom user roles, profile fields). Analytics: (no changes). Customization 🆕: here you’ll find all configuration that affects your end users, mainly for community managers to decide on (e.g. Sidebar Widgets, Content Helpfulness, Phrases, Ideation Status). Appearance: (no changes). Settings 🆕: here you’ll find all configuration that affects moderation (e.g. Moderation Labels, Post Fields), or your inSided instance in general (e.g. Third-Party Scripts, Integrations, Platform Visibilities). Contains tools aimed at community managers/administrators. Embeddable Widgets: (no changes). ⚠️ Other name changes to watch out for: Forum > Reported will be renamed to Flagged. Appearance > Basic will be renamed to Site Identity. General Settings > Post field overview will be renamed to Post Fields. Forum Settings > Email Alert will be renamed to Flagged Content Alerts. Appearance > Widgets will be renamed to Side Widgets. Forum Settings > Ideation will be renamed to Ideation Status. General Settings > Custom User Roles will be renamed to User Roles. General Settings > User management will be renamed to Registration Approvals. General settings > File Uploads will be renamed to Attachment permissions (and sit under 'Users'). Forum settings> Forum structure will be renamed to Community (and sit under 'Platform'). Please let us know any feedback or questions you have for us in the replies 🙂!

Another community-inspired improvement is now available! (Thanks @Rodion and others who voted for this idea) :) We've released the ability to convert conversations to articles. To do this, go to the conversation you'd like to convert in Control, press 'More options' and hit 'Convert to article'. Technically, this means it’s now possible to convert ANY piece of content into an article. I.e. since it's already possible to convert replies/questions/answers into a conversation, you can first convert to a conversation, and then convert that into an article. Note: it’s not currently possible to convert an article back to any other content type. We’d love to hear any feedback you’ve got in the replies!

We’ve released a small improvement based on this: Thanks @Jurgen and others who voted on this!Now, when you move replies from one topic to another topic, you stay on the current topic. We also pop up a success message with a link to the topic to which the replies have been moved.The same flow applies when you promote a reply to a new topic.Please share any feedback you’ve got in the replies 🙂

We are making some enhancements to the category pages in control. Based on your feedback we made some tweaks to the search algorithm to boost relevant results. Read on to learn what is going to change: Category pages in ControlWe will update the UI of the category pages in control, we will split the category configuration page into three different views. We’re aiming to declutter the configuration page and to create a more meaningful view of the settings and their options. Category details: Configure default category options such as title, description and hero images Curated content (optional): Configure the curated content of this category to help your users find their answers quickly Permissions: Configure category permissions per user role The new UI will be rolled out to your Control environment very soon, the exact date will be announced in this topic later this week. Search algorithmWe’re adding some tweaks to the search algorithm to boost relevant results: Typos on numeric tokens will be disabled to have better matches with search queries with special formatting like serial numbers, version numbers and (zip) codes Stop words (like “what”, “is”, and “a”) will be removed before executing a search query Topics with the type Article will be boosted in the search results above questions that have been solved.* * A/B tests showed us that Article topics outperformed best answer topics on both click-through rate (CTR) and conversion (users spending 30 seconds on page after clicking a search result). Changes to the search algorithm will be in effect per July 11.

At InSided, we are always looking to optimize the platform for present and future use. The last couple of months several maintenance windows have been scheduled in order to improve stability, maintainability and performance. Although it’s most likely clear that occasional maintenance is necessary hereby we would like to inform you about the underlying reasons of recent maintenance windows; Main database stability upgrade During continuous analysis and monitoring of all inSided instances we found that operations on bigger chunks of data could be optimized. In order to mitigate any potential future issues we optimized the performance by putting new settings in place which required a database update. For this update to be successful we planned a maintenance window. Main database performance upgrade Our partner AWS occasionally releases new versions of their software and underlying database hardware which requires updates. Running on the latest version gives us and you as client optimal performance for your community. Upgrade to our improved SaaS platform Each individual customer that is with us for a longer period of time is recently migrated to the new platform. To achieve this we have planned individual maintenance windows for each of our customers. Some additional information: Whenever maintenance is planned we will always update all our clients through the status page of inSided. This service proactively sends out a mail to all subscribed users whenever a new maintenance window is planned, started and finished. If you didn’t subscribe yet we recommend to do this as soon as possible Maintenance is always scheduled during off peak hours Maintenance is scheduled as much as possible in bundles to minimize the impact for your users Maintenance windows generally take only a few minutes to fully execute Maintenance windows doesn’t require any changes from clients end and is fully executed by the inSided team