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Hi there, one of the main goals of our support community is to grow peer support i.e. to make sure our customers help each other out and answer each other’s questions.We measure our success there by calculating a monthly “answered by peer rate” (Sum of all Questions answered by customers) divided by (Sum of all Questions answered) The only problem with that is that this only tells us part of the picture about how helpful our members are, because the “Best Answer” works on a “winner-takes-it-all-principle”. Click on “learn more” to see what i mean.E.g. imagine the following scenario:A user asks a question. 5 different users come to help with their solution, which is fantastic.Then our own moderator writes a comment that sums up or validates the other replies. This comment gets selected as “best answer”. Result: this thread, even if our user base was extremely helpful, has a negative effect on our “answered by peer rate”. but this should not be the case. So I would like to also consider
Hi, Community - I did a quick search for this but not seeing anything immediately. I’m wondering if there’s any pre-existing list of most or all community graphics and specs, maybe from launch resources?We’re looking at a potential brand/visual refresh later this year, and I need to consolidate a list of all the graphics and specs we’ll need new assets for potentially, from header to category banners, tiles, icons, etc. I know I can manually locate this stuff in Control but would be great to have a list if anyone’s got one?Thanks!
Hi, Is it possible to hide the number of replies against a user when they are posting? i.e. the count highlighted below: I’ve read you can do this using the phrases, but I’m not sure which phrase and how. I’m assuming it is one of the below?Thank you!Ellie
Hey gang,We’ve set up the Zoom integration for our Community, so some elements of the Events page have become redundant. In particular:The “Add to calendar” CTA is redundant since the calendar entry that is created doesn’t include the Zoom link The “Link” is sometimes redundant, since all the information we provide is either on the page or in the confirmation email we sendIs there any way to remove these elements?
From Richard Millington’s linkedin post today: A while back we advised Microsoft on adding in-line recommendations to questions in their community.The quality of questions has already markedly improved.Again, there are a lot of easy wins out there. Is this possible to do with Insided? If so, how? My hunch is maybe via a third party script.
A hypothetical question: If we bring over the left side of the email in SSO (email@example.com → mattie.krop) it forces the name of the user. It’s a better user experience in terms of auto-registering folks, but how does this play into privacy laws. I’m sure it depends on the privacy statements clients already acknolwege when it comes to use of platforms, but when they opt-in to give you their info it’s not necessarily to be used in a broader community. It might seem trivial, but chopping off that email to see a first name could still feel like a breaking of boundaries. How have your teams handled this situation? Did you opt to simply have people manually register themselves the first time (at minimum having to choose their own username) they come in through SSO?
Hi there,When I share articles from our community on LinkedIn, the preview image of the post looks out of whack. These articles have a header image of 1440x640 as recommended by InSided but that sizing doesn’t seem to translate well once shared to social. I’ve tried resizing within LinkedIn itself/changing the preview image but am unable to do so on my personal account. Has anyone run into this? Any ideas? TY!
Hey everyone, I got a request from a user that signed up to the community with his work email. He's been a loyal member for years. Now, he's changing jobs and will lose access to that email address. He doesn't want to lose all of his badges/stats by creating a new account and I'm not sure what will happen if I change his community email on the backend in his profile. Does anyone have experience with this? Thanks Drew
Hi - We have a role with “unlimited editing” as the main use. While it works in the forums, it doesn’t seem to work for comments on ideas. Is this a bug? I would assume if you have unlimited editing, you should be able to edit your comments, no matter where they are posted.
Our organization uses Zendesk for support and for our knowledgebase (Zendesk Guide). We are leveraging the federated search and ticket escalation integrations between inSided and Zendesk. We have another use case for an integration that I am hoping will be possible. We want our support reps to share relevant community content in tickets whenever possible. Rather than having the support team search our community separately from Zendesk when they’re working on a ticket, I thought it would be great to add the inSided embeddable widget directly to our Zendesk agent portal. My idea is that the embeddable widget would live directly on the page where the support agent is working on a ticket. Based on the information in that ticket, relevant community posts would populate in the embeddable widget, recommending content for the support rep to link within the ticket to help the customer. Is anyone doing this successfully? I would appreciate guidance from someone on how to set this up in Zendesk.
Hey there inSided community, happy new year! Our product team is looking to synchronize vote counts of specific ideas to features in Productboard. This would help us prioritize and understand the relevance of certain features in Productboard. Has anyone successfully done this via APIs? The ability to create Productboard notes from community posts is helpful, but doesn’t capture the entire use case for many who are leveraging inSided + Productboard today. What we really need is a way to connect entire idea threads from inSided to a single feature card in Productboard, including the number of votes (and keep it updated on a daily basis). @Scott Baldwin, do you know anyone who has built this functionality custom via APIs? CC: @erin.brisson @elliott.vickrey
Is anyone else having an issue when you save an Article or Product Update and the draft includes a link to another article in the nice-looking preview format -- and then when you go back to the draft, the preview format is gone and you just see the URL to the article?
As you know people are using mobile the most. So UX with mobile should be prio 1.Based on that why ranks are hidden from topic view when using mobile?This is problem when it is important to know who is employee. Rank icon and icon next to avatar are way too small. There should be more powerfull way to identify the employees.
Hi,we have planned private events for certain customer roles. Other customer groups should not be able to join and register for these events.Currently it is not possible to select customer roles as a filter for the events.Is this planned in the future?is there another way to do thisThx, Cathleen
Hi there! I just adjusted my ranking system and created 3 new categories for points. There are 3 different levels and the first you need a minimum of 10 points, the second you need a minimum of 100, third is 200, and 4th is 300… when I rebuilt the ranking, everyone was allotted the category that says “minimum 10 points”… Even if they have over 300 points… Do you know how I can fix this? Or ensure they aren’t just automatically receiving the first level associated to the lowest point category?Thank you!
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