Inconsistent threading
Derek Collins
Hey there, we're testing out Tender and I'm noticing some inconsistencies when it comes to the email conversations that I'm having. I'm using an email client for Mac called Sparrow that works with Gmail. I've been answering support emails all morning through Sparrow/Gmail and when I signed in to our Tender dashboard this afternoon, I noticed that most of the conversations I had weren't in Tender--the original email from the customer to our support email address was there, but none of my replies were there and they were all still being shown as "pending". There was one thread that did show my reply, but that was it. I was under the impression that it would keep track of the conversation whether I was having it from w/in Tender or Gmail/my email client. Have I misunderstood how Tender is supposed to work?
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Support Staff 2 Posted by Courtenay on 14 Mar, 2011 10:46 PM
I bet you are replying directly to the person rather than to Tender.
Tender only knows about emails you send to it. You shouldn't be
responding to emails that come to your support box directly; you
should be responding only to emails that come from tender.
Amanda closed this discussion on 17 Mar, 2011 09:00 PM.