Don't Change Previous Note Content

Beantwortet

7 Kommentare

  • Offizieller Kommentar
    Sean Chuang
    Zendesk Product Manager

    Hi Sara,

    Thank you for the detailed question. This is the type of question that requires investigation so please reach out to our Support team so they can troubleshoot your concerns. Based on my read, this does not sound like expected behaviour. 

    Thanks,
    Sean

  • Sara Ledger

    Sean Chuang I already reached out to Support and they said they escalated to Management and the Product team who said this was intentional functionality and that they only thing I could do besides escalating to our Account Manager was to put in a Feedback request. Please see closed ticket #10386510 in your system. I am getting the run around from Zendesk on this issue.

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  • Sean Chuang
    Zendesk Product Manager

    Hi Sara, 

    Thanks for the update and ticket number. We have taken a look and can confirm Advocacy's analysis. At this time, a request to change a feature's expected behavior will require additional analysis. We will put this on our backlog.

    Thanks,
    Sean

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  • Sara Ledger

    Sean Chuang How are people supposed to track that request if you've marked this post as answered when it is no longer answered but in the backlog? Will you still be posting updates to this post?

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  • Sean Chuang
    Zendesk Product Manager

    Hello Sara,

    When we launch a new feature we post its release and related information in our announcements. The community forum is designed for us to get your feedback and add them to our backlog for consideration.

    Thanks,
    Sean

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  • Sara Ledger

    Sean Chuang - That is not how Zendesk has previously utilized, or continues to utilize the forum based on many other posts I follow and have seen updated in recent months. They get updated with no badge or planned or completed. Not as answered for a feature summary post. When did that behavior change? I have seen zero announcements about it and I follow announcements.

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  • Dave Dyson
    Zendesk Community Manager
    Hi everyone -
     
    Chiming in here as part of the community team – I hear your frustration, and I want to own that we're not always consistent with our use of the Answered tag in our community posts (and sometimes the other tags as well). We do try to make sure that product feedback posts are marked as Planned when the product team is working on the feature, and Completed when it's rolled out, but there are probably places where we've missed those as well. There is a ton of product feedback in our community – which were truly grateful for (and thanks Sara for posting this one here) – but it can be challenging to keep up with.
     
    Our product managers are committed to spending time in the community each week, reading posts and responding when they have something constructive to add. If the feature requested here were to make it on the roadmap, generally the product manager would add a comment and update the tag at the top from Answered to Planned, and would add another comment when it was released and update the tag again to Completed. On release, generally the feature would show in an article posted to either or both of our Announcements and Release notes help center sections, depending on the nature of the change – so we highly recommend following those two sections in our help center.
     
    Thanks for listening, and for your feedback.
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