Companies and discussions created by support staff
Looking at a new trial Tender that we just spun up, and I have a couple of questions about how companies interact with discussions that are created by support staff.
I see that as a support user, I can create a new discussion in my dashboard, and add one of our users as a watcher. That way my original message and any responses from the customer will be tracked in Tender.
If that user is a member of a company, do all of the other company members get to see this discussion? I know that they'd get to see any discussions created by the company user, but it wasn't clear to me if this also applies to discussions created by me, where the company user is a watcher.
Also, when first creating the discussion (as a support member), is there a way to automatically add all members of the company as watchers? I.e., to create a new discussion that all company members should be able to see, and should get notifications about?
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Support Staff 1 Posted by Courtenay on 27 Nov, 2013 08:06 PM
I just checked this and it appears that company is only applied when the originating user is in that company. I'm looking into it to see if we can modify the behavior here..
2 Posted by Julien on 03 Apr, 2014 07:06 PM
Hi Douglas,
I know this is a bit old, but we recently deployed some changes to companies, so I wanted to give you an updated answer.
Yes. You can either add one member of the company, or the company itself. In both cases, all members of the company will have access to the discussion.
If you add either a member of the company, or the company itself to the discussion, all members of the company get access to it. Additionally, by default, they will also all receive notifications about the discussion, though it's possible for each individual user to subscribe/unsubscribe from company notifications.
I am not sure whether you are still looking for a customer support platform, but in any case this all works now.
Cheers!
Julien closed this discussion on 03 Apr, 2014 07:07 PM.