Updating discussions through email commands

Updated 10 Oct, 2026 01:11 AM in Email Integration

When you answer a discussion by replying to Tender's notification email, you can also act on the discussion without opening Tender: resolve it, make your reply an internal note, put it in a queue, and so on. Add a command on a line of its own, starting with #:

Thanks, that's fixed in today's release.

#resolve

Tender removes command lines before posting your reply, so your customers never see them. If your email contains only commands, Tender carries them out and posts nothing, which is handy for answering a "thanks!" with just #resolve.

Commands for support staff

These work for your support staff (and the site owner) only. Anyone else's command lines are left in their message as ordinary text.

Command What it does
#resolve Resolves the discussion.
#internal Posts your reply as an internal note, which only staff can see.
#ack or #acknowledge Marks the discussion as read, so it leaves Pending.
#unack or #pending Puts the discussion back in Pending.
#queue NAME Adds the discussion to the queue called NAME. The start of the name is enough if only one queue begins with it (#queue bill for "Billing").
#mine Assigns the discussion to you.
#assign NAME Assigns the discussion to the supporter called NAME (or whose name starts with it).
#notify EMAIL Adds someone as a watcher, so they get emails about the discussion from now on.
#private Makes the discussion private.
#public Makes the discussion public.
#spam Marks the discussion as spam.
#delete or #trash Moves the discussion to the trash.

Commands for everyone

Anyone who gets Tender's emails, customers included, can use these:

Command What it does
#ignore Stops emails about this discussion.
#unsubscribe Stops emails about every discussion in the category that you follow (for people with an account).

Notification emails list the commands at the bottom, so your staff and customers don't need to remember them.

Writing commands

  • Put each command on its own line. #resolve works; This is fixed, #resolve doesn't.
  • A space after the # is fine (# resolve), and capitals don't matter.
  • Put the queue, supporter or address on the same line as its command: #queue Billing.
  • You can use several commands in one email, one per line.
  • Commands are read only in your new text, not in the quoted message below it.

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