Reply to forum topics via email

45 Comments

  • Zack Brown

    This is Huge for us, and one of the big reasons we have requested RFP's from other Community sites.  Making users login to answer community or Knowledge base posts reduces the chances that they will do it.  With tickets you can just answer emails and it posts and that is HUGE. We REALLY need this for KB and Community.

    1
  • Zack Brown

    Christian,


    Now that I have read through all the comments, I have to say that regardless of how big a task this is, it is driving away business and utilization of an otherwise pretty slick new help center.  Not to beat a dead horse but our customers are demanding this.  Is this under consideration at all now?

    2
  • Tom Browning

    +1, given the way that the Support side of Zendesk works it was my expectation and that of other users that this would work too.

    That Zendesk is so inbox-friendly is one of the reasons I like it. But it looks like Help Center has missed out...

    1
  • Venkat

    I think not having this feature is frustrating most of our agents and possibly users who follow our forums. If a feature is not considered for 4 years, then there is something seriously wrong about the Product Management at Zendesk. Either they are not reading this or they do not care!!!!

    I am sure other CRMs like Freshdesk will catch up (or they already possibly do).

    This is becoming a serious criteria for us thinking of moving away from Zendesk!

    1
  • Elizabeth Toy

    In previous comments, there was consideration to add text in the email that called out the fact that a reply wouldn't post a comment, but that doesn't seem to have happened. Can that at least be done? Many people (myself included) don't check an email address before sending a response, so the "noreply" is often overlooked. At least if it's written in the body of the email, it's more likely to be seen.

    3
  • Jennifer Woodson

    We could also benefit from this feature. Because users are used to replying to emails for tickets, they don't see or ignore the message not to reply to the notification email. We check Suspended tickets regularly, but it would be nice if users could reply directly to the notification email.

    1
  • Travis Berryhill

    This request is over 5 years old and there has been no indication that there has been any movement on it. This is a huge inconvenience for our support team as they have to trudge through tickets that are just replies to community content. Please take a look at this again, because it is not a good experience and if you want more people to adopt the Guide, this needs to be addressed. 

    0
  • Chandra

    If anyone is out there... could we PLEASE at least have the "Please do not reply to this message. Email replies will not update Help Center content." at the top of the email in a normal font color? Is it truly barely legible and it's no wonder people are constantly replying via email to article comments and community posts. It is reaching epidemic levels on our site.

    1
  • Nicole - Community Manager

    Hi all - 

    Apologies for the delayed response. 

    The Community and Knowledge Base are built on separate platforms, so an update to how KB comments/notifications work won't impact the way that Community post and comment notifications work and vice versa. This is an important point to make, as we've recently received the following update from the Product Manager responsible for Guide regarding the Community Platform: 

    "For now we don't intend on prioritizing any new Community features in 2018. Unfortunately, we have to make choices in prioritization with how we invest in our products with our time and resources and we see a much larger opportunity to continue investment in our knowledge base features. 

    As always we may re-evaluate this decision at some later date but as of right now, I wouldn't expect any new features in 2018. Sorry for the inconvenience."

    So we won't see this on Community posts any time soon. I don't know that we'll see updates to Knowledge Base comment notifications, either, but there's a better chance of that.

    I encourage you to continue up voting the original post and sharing your comments and use cases. Your participation and feedback help Zendesk make decisions, and we appreciate hearing from you. 

    1
  • CamiloRodriguez

    Very important issue to take care of Zendesk!  Hope you guys prioritize this!

    0
  • Chandra

    Could we at least get a change to the notification email? I feel like if the text stating that you can not reply to the email was at the top of the message and not in low-contrast gray, fewer people would reply via email. 

    0
  • Nicole - Community Manager

    Hey Chandra - 

    It's possible some of the notification emails will be changing this year, but that effort is being driven in the Support product and I do not expect that to roll out to the Community. 

    1
  • Nicole - Community Manager

    An update for you all - development on the Community platform is resuming in 2019! Please up-vote the original post and add your comments here if this is something you'd like to see the team prioritize. 

    0
  • Toby Metcalf

    Thanks @Nicole - I like removing barriers to entry (community contributions); in past communities I have managed, the reply by email feature is very popular.

    Cheers,

    Toby

    0
  • Nicole - Community Manager

    Totally hear you, Toby. It's one we'd love to employ in this community as well. :)

    1

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