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Responding and forwarding at the same time

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Galen

04 Feb, 2009 01:13 AM

Scenario: I get an email from someone to my personal email address. I want to reply to them and create a support ticket.

At present I have to forward the email to Tender, wait for the support ticket to come back, then reply.

It would be great if Tender could recognise which part is forwarded and which part is not and create a thread with the forwarded part as the original message and anything above it as a reply.

For example, the "Hi Neil…" bit would be created as a reply in Tender in the following example:

Hi Niel,

Thanks for your email, I will look into this.

Galen

Begin forwarded message:

From: dah dah dah

Date: 4 February 2009 etc

blah blah blah

1. Support Staff 1 Posted by Courtenay on 04 Feb, 2009 01:17 AM

   

   Yes.. we actually have this functionality in the code, but we were
   planning on using that for private notes. However, that workflow
   totally makes sense and would save a lot of time/effort.

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2. 2 Posted by rick on 04 Feb, 2009 02:02 AM

   

   Yea, that's a tricky one. I feel like you're sending something to Tender and not the user, so the top-reply should be a private note.

   Rick, I need help with this issue.  
   
   Begin forwarded message:
   > From: ....
   > Date: ...
   > ...
   

   I see both use cases. I'd hate for someone to inadvertently send out a private reply to a customer.

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3. Support Staff 3 Posted by Courtenay on 04 Feb, 2009 02:16 AM

   

   You think this is a setting for the user to explicitly turn on?

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4. 4 Posted by Galen on 04 Feb, 2009 02:17 AM

   

   True, good point. I guess in our version of Tender, there is no private reply option yet ;)

   I think I'd be happy (once there is a private reply option) for it to be private from the initial forward.

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5. 5 Posted by Galen on 04 Feb, 2009 02:18 AM

   

   Courtenay,

   If you're asking me, user-configurable would be even better, for sure.

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