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

John Kostenbader

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?

Neil Watson

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.

Neil Watson

Hi @John Kostenbader

I tested this by @naming myself in the comment...I received the below email and replied in the email itself.

The conversation was updated:

John Kostenbader

maybe its the @naming part that is missing. I'm not doing that. I'm using automation to perform a "notification" and its grabbing the email address in the proper spot and emailing a person a synopsis of the record as well as the comment. When I look at that email in Outlook and do a reply, I do not see what you illustrate above. It simply has my email address in it

Neil Watson

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.

John Kostenbader

Agreed...thanks Neil. I'm afraid its probably doom to fail though...its not intuitive to open a form for an end user. They naturally gravitate to hitting reply and adding their response. Thanks for your responses though. I hope that this gets included in future functionality though

Neil Watson

Always worth completing the below enhancement request:

https://app.smartsheet.com/b/form/739aa75f30ca43a8a22eb53e4da7d409?_ga=2.147866615.194317181.1623312818-525084318.1622539391