@ind3 Thanks for these reports, however, if you reply to a comment within a resolved thread (as above), the status does not change and the CS team will not see it. You either need to start a new thread or post a new comment on the thread to update the status (as I have done here).

This is why you are having to bump your threads (and even then they are not being seen). It is a limitation of the Sprinklr system, sorry.

ind3

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@Col_Needham

Thanks. This has never been an issue in the past. Whenever I would respond to a message, the status would always change from Solved to No Status, so I had no way to know why there was no reply. However, I'm used to repeatedly bumping the same thread and not receiving a response. For example, this thread is still listed as No Status, yet no one on the staff would reply, so I had to start a new post.

https://community-imdb.sprinklr.com/conversations/data-issues-policy-discussions/misuse-of-the-adult-genre/6535b10f58bb4c5e6dac63df

(edited)

2 months ago

Col_Needham

Employee

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@ind3 If you post a new comment on a resolved thread, it will reset the status and the new comment will be seen. However, if you only REPLY to an existing comment on a resolved thread, the status will not change and the update will not be flagged for action (it may still be seen by a staff member not using the Sprinklr admin interface, but that is just random chance, and so we strongly recommend either starting a new thread or posting a new comment).

2 months ago