Support Notifications
Khoros Support tracks a notification list to always keep you and your team up to date on news about our product as well as specifics for your particular environment. These notification lists are used for: Khoros Communities and/or Care upgrade notifications Maintenance that falls outside of the standard maintenance windows Miscellaneous product updates For notifications of any system-wide availability updates, potential issues with critical third party services (such as Facebook or Twitter) that we learn about, or any other mass outage of our platform, please subscribe directly to status.khoros.com via email or SMS. If you purchased the Gold or Platinum support package and have access to the Case Portal. Please contact Supportany time to update either notification list and ensure members of your team/organization are notified of important updates!General Outages & Notifications via status.khoros.com
We've updated the status page to provide more specific and targeted information regarding the topics that you care about.This allows us to also be more proactive in order to provide the necessary details to you, our customers, about what is occurring on our servers, APIs, or functionality within the product lines. It is our goal to continue to improve this communication and we are happy to continue to receive feedback. What's the URL? http://status.khoros.com/ What does this provide? You'll receive an email or SMS about new investigations, monitoring, or resolutions as they occur based on your preferences and selections. It is the best way to be proactively notified about any problems across the Khoros product lines. Who should sign up? Anyone that's interested in keeping up to date about our infrastructure should be signed up. This includes administrators, community moderators, Care supervisors, or even agents who are expected to respond to customers! It is always great to know what is going on with the tools being used and this is the place to get that information. Won't I get spammed? We update this page only for relevant information and you can select the subcategories to be notified about. By default, everything is checked but there may not be any need for you to be notified on Communities API if you're only using Care in your business (even if we think you should use both!).HTTPS encryption migration guide + FAQ
In 2018 Khoros is moving all customer sites to SSL encryption (HTTPS) to safeguard customer data. HTTPS encrypts all data passed between the end user and your community. Khoros is ready to work with you to enable, test, and deploy a SSL certificate, to bring your community to full HTTPS delivery. We will also be sending out email notifications to our customers over the next month and a half as a reminder on this. These changes will result in: all pages/resources will be served over HTTPS in production all pages/resources will be served over HTTPS in stage requests for pages/resources/apis over HTTP will be redirected to their HTTPS equivalents Note that the steps below follow Khoros Standard SSL deployment. Access to Standard SSL deployment is included with existing customer licenses (is free). To get started, we ask that you follow the following steps. Open a support ticket: Please open a support ticket via the case portal so that the support team can begin the process. If you have a technical resource on your side who can assist, please be sure to include them on the CC list when creating the case. Certificate Procurement or Updates: If your community is not utilizing any form of SSL, Khoros Support will add your domain to the Khoros SAN SSL Certificate and prepare your community for HTTPS migration. If you already have SSL enabled but in partial mode, you’ll be transitioned over to full-site SSL. Studio Review (Plugin Layer): Khoros Support will review your plugin and attempt to convert any hard-coded community HTTP paths to either use a relative path or HTTPS. More complicated asset updates will be flagged and communicated to your technical contact or may need a services engagement. Community Admin Updates: While Support will handle the plugin transition, you will need to handle any hard-coded paths contained within the Community admin panel. This includes the announcement sections and custom content modules. If you had customization work done through Khoros Professional Services, you may have a Settings List Editor section in your admin that will also need to be updated if it contains any fields created for URL’s. Review on Staging: Once the plugin updates are completed and the certificate procured/updated, you will need to test and review your staging instance. If there’s any problems, please inform support. If there are no problems, we’ll then move on to scheduling the changes for production: Schedule your Production Deployment: Support will coordinate with you a production HTTPS deployment during a normal maintenance period. FAQ - Frequently Asked Questions Why is Khoros switching to HTTPS now? Major browser and search vendors are making changes to flag pages that are delivered over HTTP as 'not secure' after July 2018. Obviously, this kind of message is not one you want associated with your brand. HTTPS is also a factor in search engine ranking. It's presumed that search vendors will add additional weight to HTTPS in their ranking formula this year. What if part of my community is delivered over HTTPS already? For customers using "mixed mode", Khoros will work with you to enable full site HTTPS using the existing SSL certificate. The steps required on your part are identical for customers using mixed mode. Can I wait? Not for much longer. Khoros is phasing out support for HTTP communities after 18.7, following best practices and maintaining our commitment to securing customer data. Can I generate my own certificate? Contact support or your account teamfor alternative SSL certificate scenarios. Note that alternative scenarios generally carry a charge and require an engagement (SOW). We typically advise against this direction. What about external domains? Anything hosted on the community will support HTTPS. However, any references to external domains will require that those domains be under SSL. If you’re using an external asset and the domain does not support HTTPS, we recommend that you upload the asset to your community via studio then update the reference code/URL. What is a SAN SSL certificate? See the What is the SAN SSL certificate? Article. What are the benefits of using SSL (HTTPS encryption)? See the Full HTTPS Encryption for all Communities article. Thank you for your time and we look forward to working with you to migrate you to HTTPS!About Aurora Email Notifications
As a community member, you receive email notifications for different types of activity across the community. To manage your email notification preferences, see Manage Follow and Notification preferences for your account. Email notification triggers Email notifications may be sent in a variety of situations. Some may require action while others may be purely informational. Below are descriptions of the notifications you may receive. More email notification types will be available in future releases. Community member notifications Notification Description New Accepted Solution A post is marked as a solution on a topic a community member is following Accepted Solution Reminder Reminder to check answers on content and to mark applicable posts as solutions Answer Accepted as Solution A post is marked as a solution on a topic a community member created New Follow (Digest) Daily or weekly digest that provides updates from the community member’s followed content New Follow (Immediate) Immediate notification that provides updates based on the community member’s email notification settings Group Email Invitation Member or non-member is invited via email to join a Group Group Join Request Group owner is notified that someone has requested to join their closed Group Group Membership Accepted Community member is notified that they have been accepted into a Group Group Membership Denied Person is notified of being rejected entry into a Group. Group owners can add an optional description explaining the reason the person was rejected. Group Private Message Invitation Community member is invited to join a Group. They receive a private message invitation to join and an email notification for the new private message. New Private Message Community member receives a new private message in their Inbox Private Message Sent Admin is notified when a broadcast private message is delivered Private Community Invitation Person is invited to join the community by email and receives instructions on how to register via email New Like Community member receives a like on their content New Content Mention Community member’s content is mentioned by another user Member Mention Community member is mentioned by username by another person Email Address Change Confirmation Community member attempts to change their email address (non-SSO authentication) Forgot Password Community member begins the Forgot Password flow Confirm Registration When registered, community member confirms their email address in this notification to complete the registration process (non-SSO authentication) Email Verification Required to Publish Content Community member attempts to publish content when their email address is not verified Email Address Verification Community member requests the verification email to be resent Rank Change Community member achieves a new rank Event Email Invitation Member or non-member has been invited to an event Event Private Message Invitation Member or non-member is invited to an event. They receive a private message invitation and an email notification for the new private message. New Badge Community member is granted a new badge Admin-only notifications Notification Description Abuse Report Notification Admin or moderator receives a report of abusive content, private messages, or member profiles. Related topics: About NotificationsAbout Following in Aurora
Following places, content, groups, comments, replies, and tags enables you to receive updates regarding those areas or features. For more information about how these types of follows function, review the sections below. Note: If you are the author of a particular discussion, blog post, article, idea, or event, you will automatically receive updates for that content. Additionally, if you comment on a particular piece of content, you will automatically receive updates for that content. When you receive a notification, a dot appears over the Notificationsbell icon in the header anywhere in the community. Click this icon to see a list of your notifications. See About Notifications. You can also choose to receive email notifications. See About Email Notifications. Follow Places and Content Follow Boards and Content Follow a Category Follow a Group Follow a Comment or Reply Follow a Tag Unfollowing Unfollow Places and Content Unfollow a Comment or Reply Unfollow a Tag Follow Places and Content Follow Boards and Content To follow a board (forum, knowledge base, blog, ideas, or events) or a specific discussion, blog post, article, idea, or event, go to that page and clickFollow (bell icon) at the top right of your screen. A confirmation message is displayed. Follow a Category Go to the category you want to follow and click Follow (bell icon). On the Follow window, select one of the following: All Boards in this Category These Boards in this Category If you selected These Boards in this Category, you can select specific boards to follow. Note: If you selected All Boards in this Category, you are subscribed to any boards that are added to the category later. Click Follow. A confirmation message is displayed. Follow a Group To follow a group, go to that page and click Follow (bell icon) at the top right of your screen. A confirmation message is displayed. Follow a Comment or Reply To follow a comment or reply on an article, open the Options menu and then click Follow Comment or Follow Reply, respectively. A confirmation message is displayed. Follow a Tag Following tags enables you to follow specific keywords around the community or a particular board. Any time a piece of content is tagged with a tag you follow, you receive a notification. For example, maybe you want to follow all content tagged with “concerts.” Any time someone creates content and tags it with the “concerts” tag, based on your settings, you receive a notification regarding this content in the community or board. You can follow tags at both the community level and at lower levels based on the scope of the tag page you’re on. To follow a tag: On a piece of content with a tag you want to follow, click the tag. On that tag’s page, click Follow (bell icon). Note: Use the breadcrumbs to scope to the desired area by clicking its linked name before you click Follow. On the Follow window, select between Follow in this Board and Follow across the Community. Click Follow. A confirmation message is displayed. Unfollowing After you’ve chosen to follow boards, content, or categories, you can manage the items you follow in a number of ways: Manage Follow and Notification preferences for your account Unfollow Places and Content Unfollow a Comment or Reply Unfollow a Tag Unfollow Places and Content On the page for any category, group, board, or piece of content, click Unfollow (the icon is now a bell with a checkmark on it to indicate that you’re already following that place or content). For categories, you must either select to Unfollow the entire category or deselect checkboxes below These Boards in this Category to unfollow specific boards in that category. For groups, boards, and content, you do not need to perform additional actions to unfollow. In both cases, a confirmation message is displayed. Unfollow a Comment or Reply To unfollow a comment or reply on an article, open the Options menu and then click Unfollow Comment or Unfollow Reply, respectively. A confirmation message is displayed. Unfollow a Tag On the page for any tag you’re following, clickUnfollow (the icon is a bell with a checkmark on it to indicate that you’re following that tag). If you want to unfollow the tag across the entire community, click the highest level link (e.g., “Tag: concerts”) after the community name in the breadcrumbs before unfollowing—otherwise, it will be scoped to a specific place. Once you’ve unfollowed, a confirmation message is displayed. Related topics: Manage Follow and Notification preferences for your account Configure Follow settings for the community
