Reply to forum topics via email

54 Commentaires

  • CamiloRodriguez

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

    1
  • 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. 

    1
  • Nicole S.
    Zendesk Community Team

    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 S.
    Zendesk Community Team

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

    1
  • Lester

    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
  • Chandra

    We receive email replies to community posts and article comments multiple times a day and it is an administrative headache. I agree with all of the above.

    At the very least, as a stopgap measure, could you please make this text more prominent?

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

     

    1
  • Reshma Patel

    +1 to this.  At the least, the notification that is generated should be customizable so that we can add in text indicating they should not respond to the email and post directly in the community. Ideally, a respond to the email should generate a comment to the community post. 

    1
  • Chandra

    I am using Help Center.  I think it might be helpful to move the text in question to top of the message, and possibly make it bold.

    0
  • Brian Adkins

    We use the Web Portal...  We'd like to switch to the Help Center, but we would lose functionality at this point... waiting until HC catches up with WP

    0
  • Peter Griffith

    Hi Christian,

    Perhaps the text should read something like this: "Please note that replying to this email will raise a new ticket: if you would like to reply to the Help Center thread, you can access it *here* (link)".

    0
  • Sharon.Strauss

    We use HelpCenter. 

    0
  • Sharon.Strauss

    Actually, we may use Web Portal, but we call it HelpCenter....  I do not see any 'Do not reply' text in the mail notifications.

    0
  • Samantha Lester

    We're using Help Center and I think it's usually just an oversight that people respond to new posts via email, but in the future it would be helpful if they could respond to new posts via email!

    0
  • Christian Colding

    Hi everyone,

    I just wanted to thank you all for your feedback. As mentioned in my previous update, we do not expect to support replying by mail as that is really a massive task. But I have noted all your feedback and we will look into improving the text in the mail so it's clearer that the user cannot reply directly by mail. Unfortunately I don't quite know when we can get to this, as we are currently working on other major updates. I will keep you updated here.

    0
  • 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
  • Nicole S.
    Zendesk Community Team

    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
  • Lester

    +1 This is a much needed feature.

    I hope in 2019, customers can finally reply to forum threads from their inbox. 

    0
  • Nicole S.
    Zendesk Community Team

    Thanks, Lester. It's not one of the first things that has been prioritized by the team that is making improvements to the community platform, but they are aware of and evaluating the idea. 

    0
  • Oscar Junker
    Zendesk Product Manager

    Hey Lester, 

    I think this is an interesting feature, would you care to share a bit more a bit why you want this specific behavior?

    We actually have a separate thread with a customer requesting less functionality from the email so he can get users to actually go onto the community. 

    I am not saying we can't support both, but I am curious as to what leads to these two different expectations from the product.

    Your feedback has been noted and we are looking into this in correlation with our work for improving the email notification experience.

    Thanks!

    0
  • Tom Browning

    Oscar,

    I'm not who you're addressing, but here's our reasons:

    1. It is in line with Zendesk support functionality, where agents can act on tickets from their Inbox. The difference between the behavior of Support and Guide confuses users. Even I as an Admin when we tested this assumed replying via email would add a new comment, despite the indications to the contrary in the message, because I'm so used to that behavior.

    2. We have some occasional users who don't live in either of these 'modes' but will sometimes want to drop in on a conversation. If they don't have a low-friction way to do so they simply won't, especially in the case of very busy upper management types who live in email.

    Thanks,

    Tom

    0
  • Oscar Junker
    Zendesk Product Manager

    Lester, Tom, and Chandra,

    these are all really good use cases and something I will look into with our improvements to the help center emailing from the community. 

    Expect I will reach out to each of you for more research on this feature. 

    Thanks a lot! 

    0
  • Yaakov Simon

    Any updates? We really need Zendesk to improve the functionality of this feature.

    0
  • Christian Colding

    Hey guys,

    I just wanted to chip in, since I can see a lot of you want this feature.

    As the Product Manager for the Community in Help Center, I can definitely understand the use case. Brian Adkins, you pointed out very well the challenges that users face with your two bullet points and I agree that it can be difficult to understand that tickets behave different from community discussions.

    That being said, supporting this is a massive task. The mail protocols have their own set of limitations and we spend a lot of resources getting mail to work with tickets. While I will in no way rule out that we will implement this at some point, it is not something we expect to be focusing on in the near-term future. One thing that we can do without too much trouble is making it more clear that users should reply in the community. Currently, we do not show anything in the Web portal mail notifications, where as we in the Help Center notifications show this sentence:

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

    It would be great if you guys could let me know if you are all using Web Portal or if some of you are using Help Center? It could help us to figure out whether that sentence is enough or if we should do more to make it clear.

    I know that the best solution would be to allow replying via mail, but considering the complexities I would like to explore other ways of improving this, in recognition of the problem.

    -1

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