Comment notifiation allows for the reply to go directly to the Comments for that row


We are managing an "issues" list. The issues are being collected using a smartsheet form and its working very well. Both name and email address are being collected in the form. Because issues take many iterations to solve there are lots of back and forth comments. When a user who entered an issue receives a comment back via automation, their natural tendency is to reply to that email. My testing to date indicates that the reply does not go back as an added comment for that row. Am I missing something?


Best Answer

  • Neil Watson
    Neil Watson ✭✭✭✭✭✭
    Answer ✓

    Yes, I have the same. Notifications received via email when replied to, do not update a comment from what I can see. One option might be to trigger an update request, which at least triggers the receiver to open a form and update there? It's not foolproof since users could still reply.