Support staff starting a thread
Hello,
We have situations where we need to contact a customer for one reason or another but we'd like the conversation to be tracked as a thread in Tender. Is there a way to do this?
Best,
George
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1 Posted by Amanda on 30 Jan, 2013 06:47 PM
George,
I would recommend making an email alias that forwards into Tender. When the user replies, their reply will automatically feed into Tender and then you can continue or track the conversation from within Tender.
Let me know if this won't work for you and we'll continue to brainstorm!
2 Posted by George on 30 Jan, 2013 06:52 PM
Thanks Amanda! We thought about doing that but the only problem is that our original message (we sent) won't be in the thread as a comment. Sure it might be in their reply as a quote, but that doesn't always happen. Thoughts?
Thanks!
3 Posted by Amanda on 30 Jan, 2013 07:46 PM
George,
I think I over engineered my original answer. You can just start a discussion from Tender as support staff and then just add the user as a watcher. This way all the correspondence will be tracked in Tender.
4 Posted by George on 30 Jan, 2013 08:04 PM
Hey Amanda,
I tried that. I created a test thread:
http://support.krrb.com/discussions/private/3086-this-is-a-test?unr...
I then added myself (with a personal email address) as a watcher. But I didn't get an email or notification or anything. If someone is added as a watcher, do they get notified?? If so, I'm not sure what I'm doing wrong ...
Best,
George
5 Posted by Amanda on 30 Jan, 2013 08:17 PM
George,
Did you add the watcher as you were creating the discussion? (before you hit the "comment" button?). If you add the watcher after the initial discussion creation, it won't send a notification until an additional comment is made.
6 Posted by George on 30 Jan, 2013 08:24 PM
I don't see an option to add a watcher until the discussion is created. I just double checked on the "start a new discussion" form and the "auto suggest" interstitial ... didn't see that option anywhere....
Support Staff 7 Posted by Courtenay on 30 Jan, 2013 08:52 PM
You need to start it from your support dashboard (top left, "Create a discussion".
(attached screenshot)
brandi closed this discussion on 31 Jan, 2013 12:36 AM.