M
Max Egorov
Business problem:
  • Character limit: Comments are restricted to 1000 characters, which is frequently exceeded, requiring users to split comments into multiple pieces. In contrast, normal messages support up to 2500 characters.
  • No dedicated links: Comments lack dedicated links, making it impossible to direct colleagues to a specific comment. Only conversations have dedicated links currently.
  • Generic customer notes: There is no functionality for creating pinned, customer-specific notes relevant only to a specific customer.
Desired outcome:
Enhance the functionality of comments to align with normal messages on the platform. Specifically:
  • Increase the character limit for comments to match the 2500-character limit of normal messages.
  • Add fixed links to individual comments for easy referencing and collaboration.
  • Introduce a pinned note feature for customer-specific comments to track relevant details
Workaround:
Users currently rely on splitting comments into multiple entries, using external platforms for file sharing, and referencing conversation links instead of specific comments. These workarounds are inefficient and disrupt workflows.