Reply created new ticket
We have set up a support email address which is forwarded to the tender supplied email, which we are using this as our reply to email. Most of the time this is working as expected and posting the reply's as comments in the correct discussion. We have found though that occasionally the replies are creating new discussions. . . Any thoughts?
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1 Posted by Amanda on 04 Oct, 2011 05:27 PM
Jessica,
Can you confirm that the user replied from two different email addresses? We are working on a way to merge the discussions, but right now when the user replies to a discussion from a different address, the system has no way of knowing they are the same user and thus creates a new discussion (in discussions that are private).
2 Posted by Jessica on 04 Oct, 2011 05:53 PM
The user received an email notification from tender because they were a 'watcher' for the discussion. They then replied to that email notification (same email address as the watcher address) and the system created a new discussion. Oddly, the user's email software seems to have edited the email subject line from 'Re: discussion title [Problems]' to 'RE: discussion title [Problems] [Problems]' and the new discussion was then named 'RE: discussion title [Problems]'
3 Posted by Amanda on 04 Oct, 2011 06:08 PM
Can you link to both the original discussion and the reply?
4 Posted by Jessica on 04 Oct, 2011 06:22 PM
Original discussion:
https://igodigital-3.tenderapp.com/discussions/problems/38-new-coll...
New Discussion:
https://igodigital-3.tenderapp.com/discussions/problems/54-re-new-c...
5 Posted by Nicole on 04 Oct, 2011 07:09 PM
Jessica -
It looks like this users email client put the entire email, header and all, in the response and the user responded above that to your support email directly and not the tender+ email address that would have directed the reply back to the discussion.
Thanks,
Nicole
6 Posted by Jessica on 04 Oct, 2011 07:55 PM
Okay. We have the support email forwarding to the tender+ address, and most of the time if someone responds to the support email address from the tender notification ticket it gets posted as a comment in the correct discussion. Is this something that may just have to do with the particular email client they are using? Is there anything we can change in our set up to keep this from happening in the future?
7 Posted by Nicole on 04 Oct, 2011 10:04 PM
I think this is an edge case problem with the way some mail clients do reply-to. In most cases they do it correctly and send to tender+. In odd cases they somehow autocomplete or find the original [email blocked] email that forwards into Tender and this ends up creating a brand new discussion.
If you see more of these, where the user has the same email but somehow a new discussion is created unexpectedly let us know.
Thanks,
Nicole
Nicole closed this discussion on 04 Oct, 2011 10:04 PM.