Emails with the same subject get merged into the same discussion
Is it that if two different people send in a support email with the same email subject, that it gets merged into the same discussion in Tender? And then each customer gets sent emails from that discussion, so they would see each others' emails.
This really doesn't make any sense at all given how lazy customers are when it comes to email subjects. 90% of them just have the product name in the title which means in Tender 90% of incoming messages would be in a single discussion and emails would be replicated to 90% of customers asking for support.
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Support Staff 1 Posted by Courtenay on Jan 27, 2009 @ 05:40 PM
Hey Seth,
Is this a question, "Do emails get merged..?" Or have you observed this as a bug? Do you an example of this happening?
2 Posted by seth on Jan 27, 2009 @ 07:56 PM
It's a question if it's supposed to happen because I am seeing it
happen. It has happened to all of the "MySQL 4?" emails in my test
account called "Querious".
Support Staff 3 Posted by Courtenay on Jan 27, 2009 @ 08:30 PM
Are you sending emails to the discussion or to the category email address?
4 Posted by seth on Jan 27, 2009 @ 08:56 PM
Ohhh... I see. Forgive me. I didn't catch the difference between the
two email addresses.
I have two other questions if I may:
I noticed that if you put your reply above "// Add your reply above
here", Tender never sees an email at all. Some customers habitually
bottom post, or weave their replies into the message they received.
It'd be nice that if Tender sees an "empty" email because nothing is
above "// Add your reply above here" that it would go into a special
Inbox where it took a human eye to decipher the message, rather than
it just never showing up.
Also, emails sent from Tender only contain the latest message, and
no part of the message in which they're replying to. I'd really like
emails to at least have one level of previous replies so there's some
context. Otherwise you have to click to go online to see the context.
Sometimes customers respond to messages daaays later (or support
responding to customers) so the immediate context (without going to
the site) is helpful.
Thanks.
Support Staff 5 Posted by Courtenay on Jan 27, 2009 @ 09:10 PM
good point.
also good point.
6 Posted by System on Jan 27, 2009 @ 09:11 PM
A Lighthouse ticket was created for this discussion
7 Posted by System on Jan 27, 2009 @ 09:11 PM
A Lighthouse ticket was created for this discussion
8 Posted by aral on Aug 27, 2009 @ 05:04 PM
I was just going to start a thread on this very subject (the original one, of emails with the same subject line getting merged into the same discussion).
This is happening for me for emails forwarded to the category email address by my server. I've only tested with one originating email address (so the address that they're sent from is always the same; could this be causing it?)
So, for example, if I send:
Mail 1:
Subject: Hello, world!
From: [email blocked]
and Mail 2:
Subject: Hello, world!
From: [email blocked]
Mail 1 will originate a new thread and Mail 2 appears as a reply on that thread.
I'd appreciate it if you guys could take a look at this – thanks! :)
9 Posted by rick on Aug 28, 2009 @ 02:10 AM
This was done on purpose for clients that don't use the email headers properly. It's kind of a last step in the system to match replies with the proper discussion. I believe it checks the sender of the discussion though. I'll double check the rules and see if there's something that can be done to make it more accurate.
10 Posted by Aral Balkan on Aug 28, 2009 @ 06:59 AM
Thanks, Rick.
The problem is I'm sure that users will be lazy and either miss the
subject out of just use the same one. I'm using the mail composer
component in the iPhone SDK which doesn't let you run validation
before submit (so I can't check that they have entered a subject line,
for example). My nightmare is having one long (no subject) thread in a
category with everything in it.
Was there an issue with checking for Re: * for matching replies? (The
naive one I can think of i18n and not all mail clients supplying the
info perhaps.)
Aral
Sent from my iPhone
11 Posted by rick on Sep 04, 2009 @ 05:29 PM
I'm tweaking the email code so that it only adds the new email as a reply if the subject starts with Re: or Fwd:. Otherwise, Tender is going to assume that it's a brand new discussion.
As for the other two points...
I'll change this.
This is something we've discussed. Most of us with good email clients group these discussions into convenient threads. Though I suppose good email clients also collapse quoted reply regions in long email chains too.
I should have the first two things fixed and rolled out by Tuesday (though probably sooner).
12 Posted by Aral Balkan on Sep 04, 2009 @ 07:18 PM
> I'm tweaking the email code so that it only adds the new email as a reply if the subject starts with Re: or Fwd:. Otherwise, Tender is going to assume that it's a brand new discussion.
Thanks, Rick, that's going to really help! :)
Aral
13 Posted by rick on Sep 05, 2009 @ 12:40 AM
I had to push some other fixes with the widget, so the first part is up. Only matching subjects with RE/FWD prefixes are processed as replies.
14 Posted by rick on Sep 11, 2009 @ 06:07 AM
Well, Tuesday turned into Thursday (hit some QA issues on some other bug fixes), but it's live now. Email replies with nothing above the
====reply line will show the full body.Nicole closed this discussion on Dec 10, 2009 @ 09:38 PM.