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Email command for marking reply as "Internal"

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Garry Dolley

09 Feb, 2011 08:13 PM

I was looking over:
https://help.tenderapp.com/kb/email-integration/commands

Unless I'm dumb, I couldn't see a way to mark a reply as 'Internal' (where only support staff can see it).

Seems like we can only do this on the web interface.

If this is the case, I give a "+1" to being able to do this from email. :)

1. 1 Posted by Amanda on 09 Feb, 2011 08:47 PM

   

   Garry,

   We don't offer that command. The logic is that it would be too easy to typo, etc and make a comment that your users weren't supposed to see. You can only make an internal comment via the web interface.

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2. Amanda closed this discussion on 09 Feb, 2011 08:47 PM.

3. Garry Dolley re-opened this discussion on 09 Feb, 2011 09:10 PM

4. 2 Posted by Garry Dolley on 09 Feb, 2011 09:10 PM

   

   Give me the rope to hang myself!! ;)

   Not all internal replies are "bad"; I am imagining it would be a way
   for my guys to coordinate who is handling a ticket. A reply like,
   "Hey, I got this". Because, the thing is, if a ticket is queued
   into someone's "personal" queue, the other staff members are not
   notified of this, unless they visit the web interface. Being able
   to do everything from email is the goal here. :)

   Can you suggest how I should go about doing this?

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5. 3 Posted by Nicole on 10 Feb, 2011 10:18 PM

   

   All right, we're going to give you the rope, but can't give you a firm timeline on when we will get it done. We'll update this discussion when we deploy though.

   Thanks,
   Nicole

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6. 4 Posted by Garry Dolley on 11 Feb, 2011 12:50 AM

   

   Sweet!! Thanks!!!

   #resolve

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7. 5 Posted by Amanda on 10 Mar, 2011 05:35 PM

   

   Garry,

   Just letting you know that we've deployed the #internal email command and also the partial queue name matching. Let us know if either of these do not function as expected.

   Thanks!

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8. Amanda closed this discussion on 10 Mar, 2011 05:35 PM.

9. Garry Dolley re-opened this discussion on 14 Mar, 2011 09:14 PM

10. 6 Posted by Garry Dolley on 14 Mar, 2011 09:14 PM

    

    Hi Amanda,

    This is great news, thanks!!!

    #resolve

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11. Will closed this discussion on 15 Mar, 2011 12:27 AM.