Community is an important part of your service Tech stack. Lets push it further.
- 23 Topics
- 71 Replies
Is it possible to disable the idea type for specific community categories?
I’d like to disable the Ideas option for my community categories without disabling the Idea module entirely. Is this possible? I’d like to limit the types of options most community categories provide users to just questions or conversations. We don’t allow users to submit ideas directly through Insided so this is why we want to disable this option, but we do have an integration that credits users with ideas from an external system.
How can you use the embeddable widget in Zendesk?
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.
Productboard integration doesn't support quoted content
Not sure if this is a bug or working as designed, but the Productboard integration when pushing to Productboard doesn’t allow for the body of the text to be edited if the body contains quoted text from prior threads. You can’t even delete it and replace with other text. cc: @daniel.boon
Submit Ideas on Behalf of Users
Is there a way to submit an idea enhancement on behalf of another user? Right now we take in data from the idea enhancements via Salesforce integration.In our desired workflow, clients will let our Project Managers know issues/requests, and in some instances, our PMs would like the ability to submit those ideas for them to help remove a barrier for customers.
Question about Gainsight integration & Journey Orchestrator
Hi Community! I am in need of some help with clarifying a few questions on the Gainsight integrationWould anyone be willing to share a screenshot of what the data should/would look like in Gainsight? For the ‘Community visited’ data push does that include last login date, # of logins, or when they last visited? Is there another article that dives into the following bullet? Essentially I am trying to figure out if I can automate a private message or reminder to customers who become or are inactive using the bullet point below from Gainsight integration post Use Journey Orchestrator to remind customers to sign up to the community. Thanks in advance for your help!
HTML Widget OAuth integration queries
HTML Widget OAuth integration queries
Zendesk case response to replying to post in the community
We use the Zendesk case creation integration, where you can shoot a case over to Zendesk for an unanswered question in the community. From there, there’s currently a broken process for us. Our support agents see the case, then just respond to it in email to the customer. The original question in the community is left unanswered, then one of us on the community team need to close the loop. We are looking for a way to push the email response back from Zendesk to inSided. Has anyone does this before? I think there are a few categories here - Customer-specific case - in these cases, we wouldn’t want to publish the case response to the community. It could be a specific or exception case to that specific customer and the case should be handled directly. For these, we still need some sort of closure on the question. Community question and answer - in these cases, we would want to push the case response to the community. It would be a legit question that could benefit others in the community.
Updating Contacts with Salesforce Integration
If an email address on an existing Community user record gets updated, will it sync to the matching email address in Salesforce? Here’s what I want to happen: From: User123 with email ABC matched to Salesforce Contact with email ABCAction taken: Update email for User123 to email XYZTo: User123 with email XYZ matched with the new Salesforce contact with email XYZ. Does this happen automatically or are there steps that need to be taken to re-sync or re-match the user?
Has the InSided / Zapier integration been changed?
Hey all,I went to create a new Zap today to support our onboarding processes and found that I’m being asked to reconnect InSided. I can also see that there’s now two InSided apps available in Zapier.Is this a newer version? Should we be using it? Should we be switching our existing zaps to this new app?Cheers :)
Zapier New User in inSided (2.1.0) is skipping some registrations
I’ve setup an integration with Zapier based on the New User in inSided (2.1.0) trigger that should assign a role based on the fact the new registrant has a certain domain in their email address. (Our employees).Sadly the Instant trigger simply isn’t firing consistently, and some new members are simply not launching the zap at all... Note the rules around the email domain come after the trigger and there are no errors reported in Zapier, the registrants are just missing from the Zap history.UPDATE: Since then I was unable to reproduce it but a few members were affected originally... Is anyone else having issues?
What are the various Topic IDs in the Salesforce integration?
I’m looking to build reports in our SFDC sandbox before installing the SFDC integration in production. We have a use case to build reports/dashboards that summarize Ideas by Type. The only field I see that seems to allow us to do this is the Topic ID field in the Community Member Activity object. Can someone help me understand what types of IDs correspond to what types of topics (Questions, Conversations, Ideas) Also, I’d love any best practices or examples from others who have built reports & dashboards in SF! I’d love to avoid reinventing the wheel with these reports. Thank you!
Content Strategy. Zendesk Help Center or Community?
InSided has a nice integration to Zendesk Guide. I assume that exists because a lot of Customers store information (knowledge) on both platforms and don’t want to migrate everything from one to the other.I am curious how others determine where knowledge base items should live then? What is the acid test to make this determination? How do you articulate the distinction between what goes in Community and what goes into the Zendesk Help Center?Thanks in advance.
Zendesk federated search - restricting content indexed
With the Zendesk Knowledge Base integration we’ve noticed that articles published internally end up being indexed in the community search even though they should not be accessible publicly.Is there a way to setup the integration to avoid those being indexed and only published content being accessible?
Zapier Zoom integration: How to add new registrants to the linked meeting?
We’re trying to set up our Zapier x InSided x Zoom integration, to automatically add new event attendees to the registrant list for linked zoom events. This seems really straightforward, but we’re really struggling — many event fields that would be required for this to work are not present in Zapier, for example we’re unable to pull in the eventLink field, the event type (webinar or meeting), or the link text. Can someone help us puzzle this out?
Does inSided have any integration with GitLab?
Our developer community currently uses GitLab to share solutions and integrations with one another, and we are looking for a way to integrate activity with inSided. This includes things like federated search, cross-posting updates, and gamification based on activity in GitLab. Is there anything that current exists?
Zapier: integrating inSided and Livestorm for events
Trying to create a Zapier integration between inSided and Livestorm (borrowing from the approach outlined here: When I go to setup the action in Zapier, the following fields are required: Event Session Email First Name Last NameI can add the Event, Session, and Email in the inSided Zapier variables, but only see Username not any separate fields for First Name and Last Name.Any idea how to get the First Name and Last Name?
What support is needed for the Salesforce integration post set-up?
Hi @daniel.boon, I’ve been reading topics that relate to a Saleforce + Insided integration, namely: The benefits of this integration are clear from an analysis point of view. Are you able to give any advice about what support this integration is needed post-set up? Is our CRM or CIP team going to need to do anything at all, beyond the integration set up, which you’ve estimated to take 30 minutes? Has anyone that’s recently gone through this set up encountered unexpected issues requiring resource or time, post integration?
Integrating with Microsoft Teams
Hello, is it possible to integrate Insided with MS Teams? Especially here in the beginning, we would really like to collect all new posts from our community into our own internal MS Teams channel, where we can discuss how to action them, if needed, before anyone does respond to customer posts. I imagine the integration along the lines such as when anyone posts anything on the community, a message containing a deep link to the post is added to our teams channel. Is this possible? Thanks in advance! /Per
Already have an account? Login
Please enter your username & password
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.