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Email templates

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donald.kratt

25 Nov, 2013 06:03 PM

I was reading info on creating mail templates at
https://help.tenderapp.com/kb/email-integration/autoresponders

I am wondering if there is some defined keyword to allow me to test whether the email is being sent to support.

Here is my scenario. When we pass over a customer via SSO to our tender, we are adding some extra information to help us identify the source of their account. We are passing extra items: Account, Client, Instance.

We would then like to be able to modify the email template to allow us to say something like:
{% if goingtosupport %} (or whatever)

I see that {% if support %} used for resolution of the support staff name on the From. Don't think that tells me exactly what I need.

In addition, when it is going to support, we want to send this private custom information I identified. Not sure if I can just pass in the custom field names appended to user, like user.Account.

Any help would be appreciated.

1. 1 Posted by Julien on 25 Nov, 2013 06:14 PM

   

   Hi Donald,

   We do not provide the "extras" information to email templates and probably won't. If we do, what will eventually happen is that someone will reply and forget to remove that information, and someone will learn something they shouldn't. It is not as much a matter of if, as much as when.

   Additionally, while the template looks like it's being sent to support, it actually isn't: support staff always get the default template, not the custom one.

   I hope that answers your question. I know it's somewhat frustrating, but I don't think we'll change on that.

   Let me know if you have any question.

   Cheers!

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2. 2 Posted by donald.kratt on 25 Nov, 2013 06:14 PM

   

   By the way, item 1 here https://help.tenderapp.com/discussions/questions/10209-displaying-e... is very much what we need.
   In essence, having the person's name and email often does not tell us enough about the person opening the ticket. In some cases, people use generic gmail accounts for opening issues, although they have a corporate account with us, and the email/name does not tell us the level of support that they are on.

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3. 3 Posted by donald.kratt on 25 Nov, 2013 06:16 PM

   

   Nope, not very satisfying. Especially since I see I am not the first to mention the gap in info being passed along. We are forced to login to see that info, even though we have auto mechanisms for having the posts past along to us.

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4. 4 Posted by Julien on 25 Nov, 2013 06:25 PM

   

   Hi Donald,

   I gave Christophe the same reply: this is too much of a security risk. I understand the need, I really do. But including this information in the email is not the right way to do it. I'll discuss this with the rest of the team to see what we can come up with.

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5. Julien closed this discussion on 02 Dec, 2013 11:20 PM.