Ability to respond to a user's comment publicly and thread the response to the comment being responded to
It would be nice to clarify confusion about a product left as a comment on an idea. There have been times in the past that we have used a single idea to almost act as a thread for feedback via comments. Currently, you can only respond privately to one user to address their concern; however it would be helpful to have that information seen publicly to other users, in case they run into the same issue. Updating the status of the idea to address the one comment is somewhat impractical, as it notifies every user that has voted on the idea; and although it could apply to several users, it would be too much to email them all to provide this direct insight.
Anastasiya Parshina
shared this idea
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mouse
commented
+1, I have two use cases -
There are often comments within a thread where we address that particular concern, but not the entire thread's topic, so it would be nice to be able to "close" that comment with a message. This could be similar to a "status" message, where users can't reply and create threads.
Second scenario - I like the ability to email users directly and ask them for their expanded feedback as it is now, but it would be nice to also have the option for this to live on the page itself. The benefit of this is that it shows others who have subscribed to that thread that we are actively listening and participating.
For example, we have a giant thread right now where users are asking to remove a specific feature - we are not ready to address that, but there are comments within that thread that I have been interacting individually through email to get more info. The downside to this is that our community feels we are not actually listening or engaging because they don't see the individual replies we've done within the thread - and leaving a status on the thread itself would not address those specific points that are in the comment section.
Allowing threading maybe only for admin-created conversations would help with moderation and clutter, while still providing transparency and help build trust.
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[Deleted User]
commented
Would be great for customer conversations, messy commenting on the idea in general as it gets lost quickly in busy ideas.
Would also help being able to convert comments on closed ideas into tickets without converting the whole idea -
[Deleted User]
commented
When other users comment on an original idea, it would be useful for admins to answers individual comments. For example, the (original) idea describes an observation on Android platform. Then another user comments that the same has been obserevd on iOS. If an admin wants to follow up on the iOS user, i would be less confusing if you could continue the iOS convesration in a separate sub thread.
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Christina
commented
I second. This seems like a quick win; it would tidy the UI, make the company-consumer connection more personal, and lend clarity to what's presently a long linear list of jumbled comments.
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Mike Lewis
commented
yes, would love that so i could chat back and forth with customers about their features
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Kari Last
commented
Agreed! We get a lot of people that comment on the wrong idea as well, or comment on an idea that is already completed and fixed, and I would like to be able to reply to those comments.
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Admin Lisa
commented
Allow threaded comments on the web portal so that admins can communicate with specific comments publicly instead of just one-to-one (internal).