Is it possible to manually add email addresses to receive queue notifications? This would be super helpful as we try to drive towards more community driven support. I envision a queue for lite issues, that notifies selected community members who we've appointed to have help with support, but not necessarily support staff. Does this make sense? This may be a feature request, but I'm hoping I missed the option. This would eliminate the immediate need to create any complicated tiered admin system for moderators, but would enable Support teams to assign discussions to a queue that notifies users who volunteer to help, via email. What do you think?
Is there a way to add external email addresses to queue notifications?
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#1 Posted by Will on 25 Jan, 2011 07:02 PM
You can add specific users to queue notifications, but there is no way to just add a single address that isn't a user profile. You could create a bot user for a department and email to that, or manually select users that apply.
#2 Posted by Jake Cacciapagl... on 25 Jan, 2011 07:43 PM
I'm probably missing something that's right in front of my face, but I've not been able to figure out how to add users (non-support staff) to queues? Any chance you can explain the steps to add users to queues?
#3 Posted by Will on 25 Jan, 2011 09:47 PM
If you go to the manage queues area from the left sidebar (under the queue listing), then select a queue to edit, there is a list of support staff who you can set to be notified when an item is added to a queue.
#4 Posted by Jake Cacciapagl... on 25 Jan, 2011 10:00 PM
Sorry if I was unclear in my original post, but I was hoping for a way to
add and notify users who volunteer to help, non-support staff. Your
previous message made me think this was a possibility for users with support
accounts. I would like to add normal users to queues and notify them if
something is added to a "Community Support" queue.
So your last message makes it seem as though there is no way to add
non-support staff to queues, is that right? If so, is this something you
would be willing to implement? It would be super helpful for encouraging
volunteer users to get involved with support, especially when there are high
volumes like we have. We have a very active community and it would be great
to activate them in an organized to help scale our support efforts.
Let me know if you have any questions. I would be happy to provide
additional details about how we are thinking about community driven support
and how Tender can help us get there.
On Tue, Jan 25, 2011 at 4:47 PM, Will <
[email blocked]<tender%[email blocked]>
> wrote:
#5 Posted by Will on 25 Jan, 2011 11:24 PM
Yeah, right now that's not an option, but it's certainly something I need to talk with the team about as far as integrating better community features.
The queue UI is only available to staff, so it's not something a regular user would be able to see, they would just get a notice that a discussion had been added to the queue.
#6 Posted by jake.cacciapagl... on 26 Jan, 2011 04:17 AM
Will, would be great to see this feature incoporated, even if normal users would just receive an email notification, that would be a great starting point.
Sent from my iPhone
Will closed this discussion on 17 Mar, 2011 10:55 PM.