When forwarding a Tier 2 email to Tender, I want to Tier 2 person's email in Tender as well as the original sender's

David Morgen's Avatar

David Morgen

27 Apr, 2018 03:37 PM

We get many emails to different Tier 2 support people and want to funnel support through Tier 1. If Tier 1 determines that it should escalate to Tier 2, they may want to know who the requester asked for so this would be helpful. Right now, it only shows the original requester's email and not who they sent it to. Is there a way to get both the original "Sender" email address as well as the address of the "Send To"?

  1. Support Staff 1 Posted by Courtenay on 11 Jun, 2018 11:29 PM

    Courtenay's Avatar

    Hi, my apologies for missing this email - do you have multiple 'tier 2' addresses that people are sending mail to?

  2. 2 Posted by David Morgen on 13 Jun, 2018 03:55 PM

    David Morgen's Avatar

    Hi Courtenay:

    It has been a little while, so the question may be a little different now.
    We sometimes assign to one of several specific people as well as a tier. It
    is actually our Tier 3 that we are having problems with. When we assign to
    a Tier 3, Tender shows it as Tier 2 (see below). These were all assigned to
    Tier 3 - Analysts and a specific analyst, but the queue is showing as Tier
    2 - Other, which is not one of our queues. I do see that the URL shows
    tier-2-other, and I wonder if it was originally named that when it was set
    up and then had a description change. If we do that, do we need to set up
    an entirely new Tier to avoid confusion and if we set up the new tier, then
    need to move everything from the old tier? That sounds like a potentially
    significant amount of work to me.

  3. Support Staff 3 Posted by Courtenay on 14 Jun, 2018 01:11 AM

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    Hm, that particular discussion may be in more than one queue?

  4. 4 Posted by David Morgen on 14 Jun, 2018 01:54 AM

    David Morgen's Avatar

    Yes. It is in the Tier 3 Queue and the Queue for the specific analyst
    (assigned). Also, when they assign to Queue 3 and then remove from Queue 1.

  5. Support Staff 5 Posted by Courtenay on 19 Jun, 2018 11:00 AM

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    It looks like you renamed "tier 2 - other" to "tier 3" at some point - I've triggered all those to get updated. I've also renamed the permalink for the queue too so the URL is up-to-date.

  6. Courtenay closed this discussion on 19 Jun, 2018 11:00 AM.

  7. David Morgen re-opened this discussion on 19 Jun, 2018 11:19 AM

  8. 6 Posted by David Morgen on 19 Jun, 2018 11:19 AM

    David Morgen's Avatar

    Thanks! For future reference, can you point me to how I would trigger them
    to get updated and rename the permalink if I need to in the future?

  9. Support Staff 7 Posted by Courtenay on 25 Jun, 2018 09:12 AM

    Courtenay's Avatar

    I did this directly in the database - we never really figured people would rename their queues, just make new ones and start using them.

  10. Courtenay closed this discussion on 25 Jun, 2018 09:12 AM.

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