Our users are replying to forum topics via email and each reply is creating a new ticket.
Since they can reply to support tickets with email, it seems like they should be able to reply to forum notifications, no?
It silly to require users to interact with Zendesk differently based on a slightly different context — support tickets vs. a topic conversation.
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."
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!
+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.
Any updates? We really need Zendesk to improve the functionality of this feature.
Hi everyone,
Thank you very much for all the feedback. At the moment we don't have an accurate plan for when we can do this. We understand the feature request and would also like to eventually fix it. There are however at the moment both various technical blockers and projects that we have prioritized higher than this one. It remains one of our potential improvements for the future.
Replying to a forum/Zendesk gather topic post via email is needed. Still ten years later this isn't a feature, really sad.
+1 This is still a needed feature!
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