Reply to forum topics via email

53 Commentaires

  • Oscar Junker
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    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! 

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  • Univa IT
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    Indeed the emails that go out look -almost- identical, so the failed email reply is inevitable, as we've seen as well.

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  • Johan Allard
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    Thinking about this a little bit more. It would be much, much better to bounce the email with the forum reply. It's just really stupid to change contexts like this. And what are we supposed to do when someone asks a question in the forum reply, should we just ignore the question until it's asked in the forum, to keep with the context. Or should we answer the question, and then ask the customer to re-ask the question we just answered in the forum so that we can keep the forum post reply flowing? This is just a really awkward desicion to open a ticket on a forum reply.

    Please at least bounce the reply!

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  • Peter Griffith
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    +1, replying to a forum post should not raise a new ticket. I've never been able to respond to a forum post via email so I think the reply should be bounced with a message that informs the user they need to go through the site. I would actually discourage people from being able to add to a thread via email (despite the convenience to customers), as people might think they have raised a ticket and are responding privately. 

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  • Sharon.Strauss
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    I'm unsure if Peter is suggesting that the fact that users can reply to forum's via email is a bug or if he is suggesting that he does not like that replying to a forum topic via email creates a new ticket.  Maybe this should be a feature in which you allow your customers the ability to change the settings so that if we want them to be able to respond via email to a forum topic(this is my vote!), their response will be added to that topic(like they expect it too- and keep it consistent with the way they can respond to tickets via email and have their response is added to the ticket) or allow your customers to turn off the setting and instead have a message sent to them to inform them that they need to login in order to respond to the ticket. 
    I agree with Dan: "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."  You can make this happen, you already have it coded for via email responses.

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  • Chandra
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    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.

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  • Brian Adkins
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    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

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  • Peter Griffith
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    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)".

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  • Sharon.Strauss
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    We use HelpCenter. 

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

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  • Samantha Lester
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    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!

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  • Christian Colding
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    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.

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  • Travis Berryhill
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    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. 

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  • Chandra
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    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. 

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  • Nicole - Community Manager
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    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. 

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  • Toby Metcalf
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    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

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  • Lester
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    +1 This is a much needed feature.

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

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  • Nicole - Community Manager
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    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. 

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  • Oscar Junker
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    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!

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  • Tom Browning
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    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

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  • Chandra
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    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."

     

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  • Reshma Patel
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    +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. 

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  • Christian Colding
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    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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