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Community: Allow agents to reply inline to user comments
Posted Nov 01, 2017
As mentioned in Facebook Integration - reply to comment, replying directly to a comment makes it much easier to ensure users see agent responses. I think it would be really beneficial to our users if agents could reply directly to community comments rather than just adding an additional comment at the end of the post. This would be especially helpful when we're beta testing a new product and routinely get several comments in the same post in a short period of time.
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Sung Min Park
Is this gaining any traction?
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Nicole Saunders
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!
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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...
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Nicole Saunders
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.
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Bobby Escobedo
Nicole,
Has there been any updates to this? It would be a really useful feature!
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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?
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Kasper Sørensen
Yes we have added @mentions @... ;-)
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.
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Lacie Groffen
@... 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!
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Kasper Sørensen
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.
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Kelsey Ross
Sorry to be another "is there any traction here" but.... Is there any traction here??
Again, aside from just @ mentioning people, this would be beneficial to everyday workflows. Thanks!
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