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dj_paige
Legend
Sep 3, 2026 2:23 PM UTC
Question

Replying to a post is extremely confusing and often results in the user not choosing the right option

There are two ways to reply to a post in the forum software. These are illustrated below, and they do different things. The designers of the forum software knew that they do different things, but never informed the used by indicating what the difference is in the user interface. They never told the user that the two different methods do different things. And so, often users select the wrong reply method, and this causes a lot of replies to wind up “un-threaded” and at the top of the post, just under the original post. This makes following the discussions in some chronological order nearly impossible. It has taken me 8 months or more since the new forum was created to figure this out, and I’m sure most users have not figured this out, making many threads nearly impossible to read in a meaningful order.

Example 1: from the thread 

Selecting the reply shown in the screen capture puts the post at the top of the thread right underneath the original question. But it doesn’t say that’s what it does.

 

Example 2: same thread, but now there are two different Reply buttons, and no indication of which one does what. The forum designers did not do the users a favor. The button that says “Reply” with the curly arrow creates a threaded reply, with the reply being shown underneath this particular comment, while the one that says “Leave a reply...” puts the reply at the top of the thread, underneath the original post.

 

Please re-design this so that it is clear what each reply method does.    

    7 replies

    Friendly_Rainbowdd3b
    Participant
    Nov 7, 2026 10:42 AM UTC

    I completely agree that this is an area that needs improvement. A discussion forum should make it easy for users to participate without having to figure out how its reply system works.

     

    The distinction between replying directly to a specific comment and adding a new reply to the original discussion should be much clearer. Simple labels such as "Reply to this comment" and "Reply to the main discussion" would go a long way toward preventing confusion.

     

    I also think the visual layout could do a better job of showing the relationship between comments, especially in longer discussions where threaded replies can easily get lost.

     

    Regards

    Asif Khan

    Author at: <removed-kglad>

     

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    dj_paige
    dj_paigeAuthor
    Legend
    Nov 7, 2026 10:59 AM UTC

    Thanks, ​@Friendly_Rainbowdd3b 

     

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    John T Smith
    Community Expert
    Community Expert
    Sep 3, 2026 5:38 PM UTC

    Forum software is rented from Gainsight - I don’t know if anyone from that company reads here, or what that company is told by someone at Adobe, but I will **guess** that Adobe can’t make changes

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    dj_paige
    dj_paigeAuthor
    Legend
    Sep 3, 2026 6:18 PM UTC

    Well, I don’t know if that is true, but let’s assume it is … the evidence still points to Adobe put no thought into the users of the board, they got a turnkey solution that minimized the effort Adobe had to put into running the board. Low cost and low effort, leads to low functionality. All of that is my guess … but it makes sense knowing how business operates at time.

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    John T Smith
    Community Expert
    Community Expert
    Sep 3, 2026 6:22 PM UTC

    >Well, I don’t know if that is true, but let’s assume it is

     

    Do you seen a box in the lower right that has - EN-US Control?

    If yes, click on Control… it goes to a Gainsight login screen

    As far as I know only employees may log in

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    kglad
    Community Expert
    Community Expert
    Sep 3, 2026 2:34 PM UTC

    these forums “threading” have been and remain terrible.  

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    dj_paige
    dj_paigeAuthor
    Legend
    Sep 3, 2026 4:30 PM UTC

    these forums “threading” have been and remain terrible.  

    It’s the only forum that I use where threading is not usable. Of all the forums that I use, this Adobe forum has the lowest usability.

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