Replying to Comment via email

Cynthia FUrlong

When I send a comment using @ functionality from a Sheet, I would like reply comments to come into the Sheet. In other words, the recipient should be able to simply use "reply" via Outlook to send a reply, rather than needing to log into the Sheet to reply.

我用SS至少3年了,这是always standard functionality. However, it no longer seems to be working. I can send a Comment via email by using @ ... but the reply does not post to the sheet. (It does come into my Outlook email). I have done all the troubleshooting - verifying permission levels, signing in/out, using incognito Chrome window, etc.

I have had at least 4 calls with SS support and unfortunately gotten nowhere on this one. Most of the reps tell me that they are unsure of why this isn't working, as it is a standard existing functionality of SS. However, the latest rep insisted that this is not a feature available on SmartSheet and she proposed I come here to 'suggest it'.

SO, here it is...as a 'suggestion'. Anyone able to help? I have also worked with my IT department to ensure that they are not somehow blocking the replies...but they are not, as the replies do come into email.

Genevieve P.

Hi@Cynthia FUrlong

You are correct: if the email address that received the @mention is shared to the sheet withCommenteror higher permissions, then they should be able to reply to the @mention notification email and it will add the text of their response to the comment thread.

Here'sthe Help Article with details on this functionality.

If they have Viewer permissions then the email response would come back to you via email without being added to the sheet, since they don't have the correct permissions to make changes or add comments.

Is it possible that the users you were @mentioning do not have the correct permissions on the sheet, or that they were responding to a different type of Smartsheet email? (Such as an Alert?)

I would ask your testers to check if the Reply-to email address contains the domain "@reply.smartsheet.com" or not. If it does, that email should be going to the sheet. If it doesn't, this indicates the workflow identified the recipient as not having the correct permissions, so the "To" email field would show up as your actual direct email instead.

Let me know if this helped!

Cheers,

Genevieve

Cynthia FUrlong

Hello, nope. This issue has been raised to Tier 3 Escalations Engineers at SmartSheet and they are telling me that although this is standard functionality/feature in Smartsheet, it is currently NOT supported in the EU instance of Smartsheet. I've wasted a ton of time on support calls trying to get a clear answer on this. It took until Tier 3 to confirm that is is "an unsupported feature in the EU environment at this time in Smartsheet". !! I've still not gotten any explanation as to why this is -- if it is an oversight, or a regulatory issue, or...?

Of course this makes no business sense for us, and it makes the workflow much less defensible for ROI and use with Senior executives, who simply do not have the time/patience to go into a Sheet to reply.

Smartsheet is telling me that I have to submit this 'feature request' to the Product Team and then IF (and only IF), it happens to get a lot of up-votes, they will look at it and consider adding this functionality to EU.

Very frustrating. I will put it into Product Ideas, but I can almost guarantee that most folks will assume this is user error and not upvote it. Sigh.

Genevieve P.

Hey@Cynthia FUrlong

Thank you for clarifying that you're using the EU Region instance of Smartsheet! This does make a difference for certain functionalities.

为其他人到来cross this post, here's the link to the Product Idea that Cynthia posted:Comment Replies via Email in EU Smartsheet

Cheers,

Genevieve