Community: Allow agents to reply inline to user comments

9 Comments

  • Sung Min Park

    Is this gaining any traction? 

    3
  • Nicole S.
    Zendesk Community Team

    Hi Sung Min - 

    Until recently, development had been on hold for the Communities platform. However, the product team recently announced that they'll be resuming development on it in 2019, so we're encouraging everyone to up vote and comment on any Communities-related features and functionality you'd like to see as they prioritize items for their roadmap. 

    So this hasn't particularly gained traction to this point, but if it's something folks would like to see, please comment and vote! 

    0
  • Jeff Hawley

    Nicole - And where do we up vote these features? It would be so helpful to reply inline to comments and communities within our Zendesk community...

    0
  • Nicole S.
    Zendesk Community Team

    Jeff -

    You use the voting arrows on the original posts.

    Sun Min - The PM for the Zendesk Communities platform is definitely aware of this request. It's something they've got on the list to look into for a future round of platform improvements. At the moment they're working on some other higher priority things for community (like @mentions! :)) which should help with responses, as well as some additional data/reporting capabilities and a few other admin things. But this request definitely has traction.

    1
  • Bobby Escobedo

    Nicole,

    Has there been any updates to this? It would be a really useful feature!

    0
  • Lacie Groffen

    Hey there, are there any updates on this? It seems like a significant product gap, especially when trying to actively engage with customers. 

    You mentioned about 9 months ago you were looking at adding @mentions has this been added?

     

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Yes we have added @mentions Lacie Groffen ;-)

    It is however still not possible to do threaded responses. It remains one of the items we would like to do but is not quite at the top of our list.

    1
  • Lacie Groffen

    Kasper Sørensen thanks so much! Is there an article to support the implementation of this? I am testing on my Community and am not able to get it up :) - Thanks so much!

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Lacie Groffen,

    It is designed to "just work", so we don't have any implementation articles about it. I'm surprised to hear that it doesn't work on your account. Just to ensure that it is not an understanding, be aware that you can only mention someone who has been active in Help Center already. So you cannot mention a brand new user, for example. You also need to type at least 3 letters after the @ sign.

    1

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