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Community: add a comment on original post when user reply to notification email
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已于 2020年11月09日 发布
Hi,
When a user writes a post on the community, he will receive a notification for each comment from a noreply system email (noreply@company.zendesk.com)
The problem is that most users reply to this address, and his reply goes to zendesk suspend tickets, instead of adding a follow-up comment on the original community post.
So, the user starts a conversation on the community, then his reply gets lost in the zendesk spam folder.
Suggestions:
- create a comment on the original community post when the user replies to that notification email
- or do not include response into notification email, so the users will be forced to get to community post to see the answer, and then will replay on the comunity
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4 条评论
Michael Shillingford
This option is definitely my preference. When members respond via email, it can include their email signature - which often contains sensitive data which we don't want posted in our community. I'd much rather they came and took part natively, even if the experience requires an extra click.
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Ad Astra Support
How can I remove the content from an article comment or community post notification so the end-user is encouraged to view the comment in the article and reply, rather than replying to the notification? We are trying to solve for suspending tickets getting created when a user replies to one of these notifications from (noreply@company.zendesk.com).
Thank you!
Michael Shillingford
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Luke Tyhurst
Zendesk, can we please get an update on this feature request? It would be great if we added the ability for users to respond to the notification emails to add a reply. We would just need the email to specify that a reply would create a response (that way they do not include sensitive information).
As stated above, the alternative is not showing the comment text in the email so users don't respond to the email.
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Tetiana Gron
Hi everyone , thank you for taking the time to provide us with this feedback. I apologize for the delay on our end in providing you with a response to your feature request.
I wanted to let you know that at this time we are not able to commit to building this feature. I understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
At this time I am going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events, What’s New Community Topic, and Zendesk Updates. Again, I apologize for our delay and appreciate you being valuable Zendesk Community members.
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