Conversations function issue

Kelly Shin

Recently, my team members and I have been using Smartsheet to communicate with our buyer. I’d like to ask for your help in resolving an issue.

We’ve been receiving notification emails about “conversations.” However, we haven’t been able to find them on the Smartsheet page since this week.Could you kindly check and advise us on how we can resolve this issue?

Hope to hear from you soon. Thanks! 😊

Matt Lynn-PCG

@Kelly Shin This may be a silly question but in the conversations menu are you looking for the thread in both the row conversations and the sheet conversations?

Kelly Shin

@Matt Lynn-PCG Yes, I always checked both the row conversations and the sheet conversations for reply, However I haven’t been able to find them. T.T

Georgie

Hi @Kelly Shin,

Is it possible that the comments may have been deleted after the notifications were received? Users with Owner, Admin, or Editor permissions on the sheet can take a look at the activity log (File > View Activity Log) to see any comment activity (comments created, updated, or deleted), and expanding the action will tell you if the comment is on the sheet or on a specific row. I recommend filtering the activity log to Comments, as seen below, and setting the date range as required.

Alternatively, were the comments created on a workspace instead of a sheet? You can check workspace comments by opening the workspace in the Browse menu and selecting the comment icon in the top right corner - more on this can be found here: Targeted conversations using comments.

You might also find the following resources helpful:

• Create a new comment or reply to a comment
• Track changes with the activity log

If the activity log doesn’t show that comments have been deleted, you can’t find them when you’ve selected the “All” tab in the Conversations panel, and they’re not located in the workspace, I recommend submitting a support ticket so that the team can investigate further - if you do create a case, please provide them with screenshots of the comment notifications, the ID(s) of the affected sheet(s) or workspace(s) - right click the name of the item in the browse menu and select Properties to find the ID - and screenshots of the conversations panel in the affected sheet(s). 

Hope that helps!

Georgie