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user01245
Level 3
May 14, 2026
Question

User's comments/updates appearing on their own profile, not on thread in request. Anyone else running into this?

  • May 14, 2026
  • 2 replies
  • 25 views

We’ve sporadically encountered this issue over the past four years, and no one has been able to resolve it.

 

When a request comes in, we respond with an update or comment in the request, tagging the requestor. The requester responds to our comment, but the reply does not appear in the thread within the request; instead, it shows up in their own Profile ‘Updates’ area. No other users are tagged in these updates. We have no idea how these updates are reaching the user’s profile.

 

Has anyone else experienced this?

 

We only discover this when we check in with a customer after not hearing from them, and they say, “oh no, I replied to you!” We then have to search to find their comment, and most of the time, it’s on their own profile.

 

My thought is that maybe they are replying to the notification email, and somehow it’s not being routed to the correct thread. Or perhaps there’s a link in the email that’s supposed to direct them to the existing comment thread, but instead is taking them to their own profile.

 

Any ideas are welcome. Thank you!

2 replies

J
JulieUn2
Level 1
May 14, 2026

Your thought on what’s driving the responses to go to the User Profile seems accurate. If they are getting an notification...their name is a hyperlink….so most likely they are clicking the link which takes them to their User Profile where they respond.  If the process is to reply to the email notification I would simply have them hit reply on the email and put their response in the email. They do not need to click anything in the WF notification email.  By simply replying and typing their email (say in Outlook)...their reply will get captured in the Updates on the Issue.  Additionally they could reply in their Mentions Widget. 

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user01245Author
Level 3
May 14, 2026

You’re right, it could totally be a user training issue. The problem being that we have thousands of users, most of whom use Workfront very casually, just as requestors. I’m not sure how we’d even start to train them on this.  

I really wish we had more control over the notification emails.  There’s no reason to have a link to any user profiles in the email. It should just have a link to the comment, that’s it. 

skyehansen
Community Advisor and Adobe Champion
skyehansenCommunity Advisor and Adobe Champion
May 14, 2026

​@user01245 you mention “we respond with an update or comment” so an initial solution that occurs to me is simply to prepend your comment with “please reply to this email and do not click on any hyperlinks”. Other options might be a reminder at the top of every request form, such as a link to “basic workfront knowledge” for your casual users.

 

to Julie’s point though, it would definitely help if you were clear on how the requester is responding. If a significant number of requesters over the past 4 years are doing the same thing, this is useful feedback to give to the product team at adobe.

skyehansen
Community Advisor and Adobe Champion
skyehansenCommunity Advisor and Adobe Champion
May 14, 2026

I’m posting separately to address your note above (taking them to their own profile).

 

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