Can I iniciate an email conversation with a customer from within tender?

bhspencer's Avatar


16 Jul, 2009 03:34 PM

There exists a dynamic whereby we have a 3rd party billing management entity, BMTMicro. Customers who want a refund email BMTMicro saying they want a refund. BMTMicro then email our support email asking if we authorize the refund. The trouble is that in most cases if we talk to the user we can solve their problem and they don't need a refund, which is great. However I don't see how to iniciate a conversation with a customer from within tender. So I end up emailing them directly and the conversation happens outside of the support site. Which is problematic for a number of reasons. So how do I iniciate a discussion with a particular user entirely inside tender?



  1. 1 Posted by rick on 16 Jul, 2009 03:57 PM

    rick's Avatar

    As a support user, you can forward email into Tender, and have the discussion show up from the user you forwarded from. However, that can pose a problem since BMTMicro is a middle man for these requests. We're working on the ability to specify notifiers manually after posting a new discussion however.

  2. Nicole closed this discussion on 04 Dec, 2009 08:06 PM.

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