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Changing a user's settings on their behalf

wtempleton
  • wtempleton
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I have a situation I’d appreciate some guidance on. I have a superuser I contacted recently, but the email notification of the private message generated an auto-response - they’re no longer employed at the company under which they registered the email, and their emails are being forwarded to someone else (I assume their manager or someone in the same role).

I consider the account to be owned by the person who has left so I won’t transfer ownership, but of course if the person the messages are being forwarded to can’t change the settings on their account they’ll get an email every time something happens that that user has subscribed to.

My first thought - is there any way for me to alter the settings of this user so email notifications are no longer generated? I’d appreciate any other approaches too. My fallback is just to change the email to something generic that doesn’t go anywhere but I’d like not to mess with the data too much.

Thanks!

Best answer by Alistair FIeld

Hi @wtempleton 

The account may continue to receive email notifications as you say, but still only the user who originally registered will know the password.

We have, on our gamechanger community, a Topic available to help users who go through a company change and want to keep their profile. https://community.gainsight.com/lounge-area-31/keep-using-your-community-account-when-changing-companies-41597

You may want to create a Topic / Article for your user base to let them know it is possible to update and email and keep all the historical value.

In Control you can make a simple change to the email field in the user profile (a single character would suffice) to make the email void, but keep the account. Certainly do not ban, archive or delete the profile, there is still value to be had. 

 

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Community Manager, Console Connect | he/him
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    • October 19, 2023

    You cant edit other user´s settings. It´s option I miss, it would help in many cases.

    As you said, just edit the user in Control, change the user´s email so he/she wont get notifications any more.
    Edit: You can consider also to change user´s role, like a “former employee” or something. This indicates to other users that user is no longer employee.

    wtempleton
    • wtempleton
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    • October 19, 2023

    Thanks. To be clear, I’m not talking about an employee at my organisation - I run a B2B community, and the company that the user worked for on signup no longer employs them. I don’t think a public note is appropriate in that case - it’s that user’s business to share, not mine :P

    Seems like the email option is best for now but I’ll keep an eye out for any other thoughts :)

    Community Manager, Console Connect | he/him
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    • October 19, 2023
    wtempleton wrote:

    To be clear, I’m not talking about an employee at my organisation - I run a B2B community, and the company that the user worked for on signup no longer employs them. I don’t think a public note is appropriate in that case - it’s that user’s business to share, not mine :P

    Got it 😀

    Alistair FIeld
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    • Alistair FIeld
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    • October 19, 2023

    Hi @wtempleton 

    The account may continue to receive email notifications as you say, but still only the user who originally registered will know the password.

    We have, on our gamechanger community, a Topic available to help users who go through a company change and want to keep their profile. https://community.gainsight.com/lounge-area-31/keep-using-your-community-account-when-changing-companies-41597

    You may want to create a Topic / Article for your user base to let them know it is possible to update and email and keep all the historical value.

    In Control you can make a simple change to the email field in the user profile (a single character would suffice) to make the email void, but keep the account. Certainly do not ban, archive or delete the profile, there is still value to be had. 

     

    The needs of the many, outweigh the needs of the few. 🖖
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    • wtempleton
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    • October 19, 2023

    Thanks both - I have changed the email address, but appended “-inactive” to the end - so I know it’s not going to go to anyone else by chance as it’s not a valid TLD, but still keeps the original intact and revertible if necessary. I suppose all I’ve done is given myself the bother of handling any emails to that address when they come back as undeliverable but I don’t mind building a filter in that case :P

    The how-to thread is something to consider in the future for our community, thank you!

    Community Manager, Console Connect | he/him
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