Home → Questions →

Queues and Email Notifications

• Edit

jordanbrock

14 May, 2009 08:17 AM

Howdy,

I have queues setup, and email notifications are working, so that part is working fine. However, what I really want is for the email notification that is sent to include the actual ticket.

Here's why: it's quite hard (almost impossible) to get some of our staff out of their email clients. Requiring the user/support staff to go to a web page breaks them out of their work flow, and they become reluctant to do it. If they were able to see the entire issue as part of the notification email then that would mean they could reply to the issue from within their email client.

Does that make sense? This is basically the only thing that's preventing us from using Tender full-time.

1. 1 Posted by Will on 14 May, 2009 10:17 AM

   

   That does actually make sense. I'll bring this up with the team and see what they think.

   • Edit

2. 2 Posted by System on 17 May, 2009 03:34 AM

   

   A Lighthouse ticket was created for this discussion

   • Edit

3. 3 Posted by rick on 17 May, 2009 05:05 AM

   

   This change is committed and will be deployed sometime next week. Here's a sample of what the email will look like:

   // Add your reply above here
   ==================================================
   Golda Dare added the discussion 'helllllo' to the queue: 'Sup Dawg2.'
   
   1) From: rick <[email blocked]>
   hello out there!
   
   2) From: Rick Olson <[email blocked]>
   asdf
   
   3) From: Golda Dare <[email blocked]>
   test?
   
   View the Queue online: http://kozey.name:3000/dashboard/queues/1-sup-dawg
   View this Discussion online: http://kozey.name:3000/discussions/problems/5-helllllo
   

   • Edit

4. 4 Posted by jordanbrock on 17 May, 2009 05:29 AM

   

   That's awesome. Thanks Rick (and crew)

   • Edit

5. 5 Posted by john.fan on 19 May, 2009 07:38 AM

   

   Yes, this is EXACTLY the feature that I am looking for.

   Moreover, it would be great if it were possible to designate for each category which support staff should be forwarded the email.

   Also, it would be great to have the following: if any of the staff replies to the email, it is sent to all the support staff on the list as well as the original user who sent the first email.

   Thank you for listening.

   • Edit

6. 6 Posted by john.fan on 19 May, 2009 08:07 AM

   

   Another scenario is where the staff already has an email thread going based on a user's issue, and would like to enter it into Tender.

   If the staff sends the email to Tender, then the reply-to will be to the staff's inbox, not to the original user's inbox.

   Is it possible to look at the cc: list of the email that is send to Tender, and add those as recipients for updates to that discussion thread? Alternately, is there a way to add a recipient (and see the list of recipients) to each discussion thread?

   • Edit

7. 7 Posted by rick on 19 May, 2009 08:25 AM

   

   1) You can already designate which support staff receives notifications for queues, and what categories you want to receive notifications for. However, you won't be notified if someone replies to an issue in the queue. We may add that... but I want to be careful about spamming people. Personally, I only like email for stuff I'm actively involved in... but I'd like a site activity feed for everything.
   

   2) You can do that now by forwarding the mail to Tender. If a user sends you email, you can forward it to your Tender email address, and it will be created in the user's name. Only the support staff can forward messages. We don't yet check CC: headers, but we'll likely add that sometime. One thing I personally want to get is the ability for a customer to use CC: for others in their team if they file a private issue. Maybe they want to inquire about a billing issue and CC: their accountant or project manager?

   Thanks for all the feedback, everyone :)

   • Edit

8. 8 Posted by john.fan on 20 May, 2009 09:44 AM

   

   Hi, Suppose that I forward a user's mail to Tender. How is it able to obtain the user's email address?

   Wouldn't it just take my email address and use me as the creator of the discussion?

   Also, how can I (as support staff) be able to add someone to the list of recipients of replies to that discussion?

   Thanks,

   John

   • Edit

9. 9 Posted by rick on 20 May, 2009 05:37 PM

   

   When you forward an email, your client should list the original messages headers at the top. For example, this is what it looks like when I try to forward the email notification from your comment:

   ---------- Forwarded message ----------
   From: Tender Support <[email blocked]>
   Date: Wed, May 20, 2009 at 2:44 AM
   Subject: Re: Queues and Email Notifications [Questions]
   

   You can't add to the recipients of a discussion yet. This is something we really want to add though.

   • Edit

10. 10 Posted by john.fan on 21 May, 2009 07:29 AM

    

    Thanks... that works for me! But I still would like to be able to add or change the recipient.

    (Perhaps you can scrape for the email addresses shown in the email and make them selectable as recipients?)

    Thanks!

    • Edit

11. 11 Posted by rick on 21 May, 2009 07:31 AM

    

    We are scraping for email addresses. Where else are you putting these email addresses that you want to use?

    • Edit

12. 12 Posted by john.fan on 21 May, 2009 07:34 AM

    

    Not just the first email address, but ANY email address that appears there.

    Also, there should be the ability to type them in. Or to add a support staff to the recipient list.

    • Edit

13. 13 Posted by rick on 21 May, 2009 07:40 AM

    

    We'll be sticking to the common locations for forward email addresses. And I think I already mentioned my desire to allow you to add recipients to a discussion thread.

    • Edit

14. Amanda closed this discussion on 11 Jun, 2012 07:12 PM.