Marking Comments as Answers

The "Mark as Answer" feature allows you to designate a specific comment as the official answer to a post. This makes it easier for your customers to identify the resolution at a glance.

How this helps?

• Simplifies the resolution process by clearly marking the solution.

• Keeps your customers informed with relevant updates via email notifications.

• Enhances the overall support experience by reducing confusion and improving clarity.

Steps to Mark a Comment as an Answer

1. Navigate to the post where you want to mark a comment as the answer.

2. Find the comment that provides the solution. It could be a comment you [team members] added or your customer’s answer.

3. Click on more options … > "Mark as Answer" option.

   

4. A prompt will appear with the following action [optional and can be skipped]

   • Update the Post Status: You can change the post status to reflect that it has been resolved (e.g., "Completed" or "Done") or any status of your choice depending on your workflow.

   • Control Notifications: Use the checkbox ”Don’t notify customers” to decide if you do not want to notify the customer about this status update and answer.

     

   • If you choose to notify the customers, here’s a reference of how the email notification they receive will look like! The email will include the current status and the marked answer, providing immediate access to the resolution.

Steps to Unmark a Comment as an Answer

1. Head to the post where the comment is currently marked as the answer.

2. Find the comment that provides the solution.

3. Click on more options … > "Unmark as Answer" option.

   

4. The post status will remain as-is unless manually updated.

Need more help?

Reach out to our support at [email protected] or submit a request on our support board! 😃