# private tag not respected
I tried responding to a discussion, and put "# private" in the first line, expecting the response to only be visible to support staff. I was surprised to see a mail going out to the user (my private email). The response is also visible to the user.
See https://recordedfuture.tenderapp.com/discussions/problems/102-suppo...
This is a bit dangerous.. :-)
Regards,
Lars Albertsson
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Support Staff 1 Posted by Courtenay on Aug 05, 2010 @ 08:46 PM
Hey Lars,
Can you point to where we mention that a #private tag exists?
2 Posted by lalle on Aug 10, 2010 @ 12:11 PM
https://help.tenderapp.com/faqs/email-integration/commands
https://help.tenderapp.com/discussions/suggestions/319-add-email-command-for-making-reply-private
Regards,
Lars Albertsson
3 Posted by Will on Aug 10, 2010 @ 09:03 PM
Sorry about that. I was incorrect adding that to the documentation. I thought it had been added and must have dreamed up that the code was present.
The tag was to toggle between public and private. Chances of us adding a way to do internal supporter comments are slim to none because of the risk of them being exposed to the public due to a type or human error.
4 Posted by lalle on Aug 11, 2010 @ 10:58 AM
Ok, I see.
I am not sure that I understand the reasons for not adding the tag,
however. Is the risk of error larger with an email tag than with the
checkbox in the web UI? I would say that the risk is the same.
IMHO, a tag would be a great addition and enable us to use your
application more efficiently, since writing email is quicker than
going through the web interface.
/Lalle
Support Staff 5 Posted by Courtenay on Aug 11, 2010 @ 08:24 PM
We'll add it.
6 Posted by lalle on Aug 12, 2010 @ 06:53 AM
Sounds great, thanks in advance!
BTW, if you are concerned about public replies by mistake (which have
happened at our company, I have to admit :-), you could place a
warning next to "Please reply above this line".
Thanks for a great product, it works well for us.
Regards,
Lars Albertsson
7 Posted by Mark on Dec 17, 2010 @ 12:39 AM
Is this something that's going to implemented soon? Our support staff has mistaken the # private tag in email as a way to post support staff only replies to a thread numerous times now.
Thankfully we don't badmouth customers so it hasn't been too embarrassing.
Still it's confusing as to how the # private tag works. It appears as though it converts the entire thread from public to private. I can see how that'd be useful for a thread that starts as open and needs to become private, but all our threads start as private.
8 Posted by Will on Dec 17, 2010 @ 11:47 AM
private is indeed a toggle between public and private discussions. We have not implemented such a feature as of yet.
brandi closed this discussion on Dec 23, 2010 @ 06:37 PM.