Forwarding emails to Tender

Sometimes your users will send you emails directly and bypass your Tender install. If you'd like to take advantage of Tender's features, you'll want to get this email into the system.

This is actually pretty simple! Just forward the mail to the relevant email address; this might be your site's public address (help@whateverapp.com) or to the private category email address we give you (support+ab235ff@tenderapp.com) It's up to you. The new issue will show up as if the user emailed it directly.

You need to make sure the email is readable by tender, so ensure you adhere to the following rules:

Don't add anything to the email

You shouldn't add your own reply, because the email is supposed to be coming from the user, not you.

Forward from an email address registered to a support user

Only supporters can forward emails to Tender, of course!

Use a standard format in your mail client

Tender is looking for a fairly specific format in forwarded mails. There isn't really a standard way for mail to indicate it's forwarded, but do have a few good indicators to suggest a forward.

1. The mail message comes from a support user and is starting a new discussion (support users wouldn't be opening tickets for themselves, would they?!)
   
2. One or more of the following:
   
   • the message subject starts with Fwd:
   • the body has Begin forwarded message: in the first few hundred characters
   • in rare cases, the message subject looks like [user@mail.com: a subject] and the body matches Forwarded message from (this only applies to Mutt users -- you know who you are!)

If your mail client does something slightly different (e.g. you're danish) we'd like to hear from you so we can help parse forwarded emails better.