When Tender emails your customers, the message comes from a Tender address. For a reply in a discussion, the sender's name is the person who wrote it and the address is the discussion's own address (something like tender+d1a2b3c4d5@tenderapp.com), so a reply goes straight back into that discussion. You can't change the From address, but you can choose the Reply-To address: the one your customers see when they hit Reply.
Set a Reply-To address
- In your dashboard, go to Account & Settings › Email Setup (Sending & Receiving in the sidebar).
- Under Email Delivery Settings, fill in Custom email sender with your support address, for example
Juniper Support <support@yourcompany.com>. - Click Save delivery settings.
Every email Tender sends from your site then carries that address as its Reply-To. Leave the field empty to go back to the default.
The address must forward to Tender
When a customer replies, their email goes to the Reply-To address, so it has to find its way back to Tender. Use one of the support addresses you've set up to forward to a category (see Setting up email). Tender recognises replies to its own emails and adds them to the right discussion, even though they come in through the category's address.
If you choose an address that doesn't forward to Tender, customers' replies land in that mailbox instead, and never reach the discussion.