Reply to forum topics via email

53 Comments

  • CamiloRodriguez
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    Hi Christian, any update on this?  I'd love if the reply email would be customizable:

    "Please do not reply to this message. Email replies will not update Help Center content."

    OR

    "Please do not reply to this message. Email replies will not update MortgagesLab Forums"

    3
  • CamiloRodriguez
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    With all respect, Zendesk should increase the priority for this feature...

    This started in 2012 and 4 years later nothing has been done.

    Any way we can raise awareness on this topic?

    3
  • Zack Brown
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    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?

    3
  • Elizabeth Toy
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    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
  • Johan Allard
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    Absolutely agree with this one, and it's happen to myself as well, replying to a forum post on my iPhone and coming back in the office realising I've just opened a ticket for myself.

    2
  • James Brock
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    I agree with bouncing the reply as a minimum but would suggest that users expect to be able to respond to the forum entry. I have only recently started using the forums and I am already managing suspended tickets and the overhead is causing issues already.

    2
  • Leslie Cobb
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    We would also love to see this feature supported.  Most of our tickets come in via email, so our customers are already used to emailing in requests and responding via email to open requests.  They don't understand that they cannot do this to reply to forum topics.

    2
  • Brian Adkins
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    BTW... I've subscribed to this thread and will respond to all future notifications via email.  : )

    2
  • Zack Brown
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    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.

    2
  • Nicole - Community Manager
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    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. 

    2
  • David
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    I agree with @Than.

    Now we have to constantly create a ticket for the suspended "ticket", notify the customer that their comments weren't posted (if they hadn't already opened a ticket asking why their comment didn't show up) and have them either copy/paste the comment to the forum or post it to the forum on their behalf -- of course by then the comment is out of sequence in the conversation.

    Definitely do not "love our help desk" on this one.

    dbm

    1
  • Brian Adkins
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    From a usability perspective, ZD missed the mark here....  There should be one set of rules for our customer to follow

    • Tickets: log in and post a comment or simply reply via email
    • Forums: log in and post a comment but definitely DO NOT simply reply via email !

    -

    1
  • Sharon.Strauss
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    We would also love to see this feature supported.  A large portion of our tickets come in via email and most of the responses our customers send to the tickets are via email.  Not being able to respond to the forum requests in the same way as the tickets makes it confusing for the customers(having two sets of rules) and means they may be less likely to keep using the forums(not what we want to happen). 

    Please update this functionality so that it is consistent throughout your application.  Thank you!

    1
  • Dan
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    Ditto up and down this forum thread.  You control the format and content of the outgoing emails from forums.  Mark them up however you need to in order to associate them with a forum post and make it a consistent experience for your customers.  The forums were one of the features we liked about Zendesk but this lack of consistency is not something we'd anticipated and it devalues the feature.  You've got smart developers. Get this on their backlog list and let them make it happen.

    1
  • Chandra
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    I agree with everything in this thread.  It it's not possible to automatically reply to community posts via email it would be nice if at the very least the email notification contained text that clearly stated "Do not reply to this email.  Post your reply to the community discussion instead." or something along those lines.

    1
  • Ellen Thoresen
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    Agree that subscribers should be able to respond via email, same as for ticket comments.  If there is no way to answer via email from a comment update, then I would also suggest the 'do not reply to this email'.  Also do not put the comment in the email response. not a great option for the customer but would force them to go to your knowledge base to see what the comment was.

    1
  • Allison Anderson
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    We're working really hard to have our customers interact as a community and having this feature enabled would go a long way to help this.  I know that in reality it only saves them a few clicks to be able to reply vs. login to respond, but if received via email they expect to reply via email.

    1
  • Sharon.Strauss
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    I completely agree with Allison. Please enable the feature to respond via email.

    1
  • David Bailie
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    Google Groups has the feature of allowing users both start and reply to forum posts via email and we have seen this increase participation in our Google Group based forums substantially. Email is in the normal work flow of our customers and consultants and as everyone else has mentioned, they are used to replying via email for support tickets as well. Having this feature would make Zendesk Forums stand out from all the other community options out there because Google is the only one offering this level of email integration today. The main reason I want to use the Zendesk Forums instead is so I have a single place customers can search across our KB and Forums. An alternative would be if I could index my existing Google Group into the Zendesk search, but I've not seen a way that we can do that either.

    1
  • Miguel Reimer
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    Not having the ability for clients to reply to forum post over email is getting annoying.  I do all my posting from the site so I didn't think to check for this functionality when switching to zendesk helpcenter, but had I known this my recommendation for using zendesk helpcenter would have had this as a big caveat.

    As other forum sites support replying by email, its only natural for clients to assume they can here as well.  Unfortunately, all this does is create a suspended ticket in zendesk.  And i'm not entirely sure adding/changing a message to not reply by email will be all that useful as even after explictly telling a client to respond on the site, they responded yet again via email.

    This feature is rather important, and if we get more responding by email as community usage goes up, it will turn into a must have due to the added overhead for us and inconvenience for client.

    Miguel

     

    1
  • Lester
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    Just throwing my +1 in the hat.

    Kinda annoying that the helpcenter behaves differently to the standard zendesk email. If you mix both HC and normal Zendesk support, customers don't know if they can reply or not.

    1
  • Mikhail Vink
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    +1 on that, we see a lot of confusion from users who got used to reply to any Zendesk notifications from us via email, so consistent behaviour with "reply to forum via email" would be appreciated. Thanks!

    1
  • Tom Browning
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    +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
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    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
  • Jennifer Woodson
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    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
  • Chandra
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    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
  • CamiloRodriguez
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    Very important issue to take care of Zendesk!  Hope you guys prioritize this!

    1
  • Nicole - Community Manager
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    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
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    Totally hear you, Toby. It's one we'd love to employ in this community as well. :)

    1
  • Lester
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    Hi Oscar

     

    Sure. 80% of our customers are locked down behind firewalls where they have no internet access, beyond email, for security reasons. It’s very typical for our customer segments.

    What we find is customers do want to participate in conversations off tickets, particularly around issues that are not really support related. For example, discussing alphas/betas or best workflows.  We have been doing this through Google Mailing lists. But it’s a nightmare to use. We hate it, Customer hate it. But they are reluctant to move off it because they can’t use anything else.

     

    We developed a solution around the Zendesk Communities for a very specific customer base who had internet access and they loved it. We used the Post Actions so customers can see what’s happening with each post and our Engineers have a way to provide feedback. It works really well and we wanted to roll that out to a wider group of customers. But the problem is, a lot of the target customers won’t be able to access the site to interact with us.  

    Even if they could access the internet, what we hear is; “If it’s in my inbox, I’ll help and provide a response. But I’m not going to bother going to a website to see what questions I can answer or take the time to login and post a reply”.  If a user has to go out their way to provide answers, it’s a real barrier. The other problem is as people have mentioned, a customer who interacts with Zendesk assumes that they can reply to everything via email. Who really looks at the dontreply@ email address.  

     

    Our ideal solution

     

    • Community threads are clearly branded differently to support tickets to avoid any confusion over who the recipients are.
    • Customer can reply directly to a Community thread from their inbox and their response will be added to the topic.

     

    I’m happy get someone to walk you through what we built and where we think it can be improved if it’s helpful.

    1

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