I love this product, but the team seems uninterested in investing in an actual community. This community site is not very active, and this is especially true of Coda employees. This community could offer Coda so much leverage, but it’s mostly crickets.
Does anybody else see this as ridiculous and insulting?
No wonder it’s so desolate in here. It’s not a priority.
I would argue the “Codans” are more active here than any other tech platform I’ve ever seen (and I’ve spent time on few others, looking at you Airtable!), and this forum/community is anything but desolate!
And for clear evidence see this post from a few months ago (you can see who’s from Coda as they have a coda logo in their avatar) - We're listening: what we're up to at Coda .
I think at least 5 Coda devs contributed insights as to what they’re working on!
Yes, some individuals from Coda post on occasion, but this is by volunteer; it’s nobody’s responsibility. They should actively assign team members and pursue a set of KPIs around tickets, close rates and user satisfaction, as if this was a real support channel and not just a loose community with optional company participation. I am running a business. I want to count on product support. Helping people in a community openly probably has 20x leverage over 1:1 help via private support channels.
There are hundreds of interesting questions asked by users on these forums and most of them go unresolved and most have no input from Coda employees. Not to mention, all of those threads are auto-locked after three months so good luck getting an answer ever. Leaving these questions unanswered is sloppy customer support.
IMHO: Either shut this down, or invest in it for real.
I also think it’s telling that nobody from Coda has replied to this thread. Waiting patiently… $10 says this gets auto-closed in three months with no Coda employee input.
Two things in response to assist perspective:
That is just the point, this is not a “real support” channel, this is a user-community. If you want support, go to the support channel. What we have here is a community to review questions and make suggestions.
Hello everyone! I’m Emma, Head of Community at Grammarly.
I realize I haven’t had the chance to participate in this space yet, but I want to acknowledge the thoughtful points raised in this thread. I hear your concerns about the team not being as present in this community as you’d like.
That said, I want you to know that this will start to change. Even when we haven’t been highly visible, we’re seeing the thoughtful feedback and ongoing conversations here.
I recognize the current experience hasn’t always reflected the level of support we want to provide, and I’m committed to improving that. Over time, we’ll work on being more present and making meaningful progress in shaping a more engaged and responsive environment. I’m truly grateful for your patience, contributions, and dedication to helping one another.
As @Bell_Arden mentioned, this forum is fairly active, but we know we can do even better. I’m excited about the opportunity to help bring more life to this space.
It’s interesting you say that. I commented on another thread here, and coda support sent me a message to request I share a doc for them to help me. Then they went silent and it’s been more than a month despite my circling back often! In my experience, posting here at least gets you help in the near future.
Did you share the doc via the support channel?
I have always had a quick response. If they didn’t solve it, they would say that it has been sent to the development team.
Indeed. The intent is support for the community by the community.
There are several Community Champions here and Codans are watching for users seeking help. They regularly nudge champions to lend a hand if requests get stale.
The coda team member asked me to share it directly with him, and I did that very day. I think he went on vacation for the last month or so, unfortunately.
Which is why following the support channel is the best way.
It is of no use to not follow the process, and then complain the process is not working.
