Hey Andrew.

• Yes, the cookies stored when you login on Tender keep you logged in. Those expiration dates stored in the cookie are set far in the future.
• No, we do not have SalesForce integration yet. It's high on our list though.
• No, there are not different interfaces for different departments. Tenders supporter dashboard is a single unified view for the whole team. Discussions can be assigned to queues and you can set specific users to be notified of each queue.
• Yes, Tender is fully integrated with it's email system. You can receive, respond, and take action on discussions (close, assign to queue, add a watcher) straight from email.
• Yes, we have a full API. https://help.tenderapp.com/faqs/api and we offer http://lighthouseapp.com integration out of the box.
• No, we do not have a chat system.
• No, we're currently working on our reporting features still.
• Yes, Tender is split in two parts, there is a supporter dashboard and then the users see a more forum view where they can submit discussions in categories.
• No, our Knowledge base system does not currently support groups or private functions. It's a single KB section with autosuggest functionality that can activate when users submit a new discussion. We hope to offer private KB's in the future but it's not currently on our priority list.

If you have any further questions or need any clarification on items, just let me know. I'm more than happy to help.

Thanks.

Hi Will!

Thanks for much for the reply! I guess, if I've got you here, maybe I could ask a few more questions? If there are any that don't make sense or you're just not sure on, feel free to ask me to clarify.

• Ability (from a management perspective) to tell if a discussion has been picked up by someone on the support team?
• Ability to turn off email alerts?
• Ability to edit the text within an email alert?
• Automatic email reminders that can be set up to staff that a certain discussion is past due/not been picked up for awhile?
• Ability for email responses to appear to be from our domain, @integrativenutrition.com?
• Ability to assign discussions to different support staff?
• Staff can submit tickets on behalf of clients/customers?
• Ability for managers to see the full queue, as well as only discussions for specific support staff?
• Ability to work with our domain, help.integrativenutrition.com, either by hosting the subdomain or through other means, or whatever domain we want to be serving our help desk from?
• I know there are two sides/separate portals for support staff and clients/customers, but are each side, specifically the client/customer side, customizable in their look and feel?
• Creation of custom fields within discussions, to help separate and categorize discussions?
• Portals customizable with CSS?
• A way to escalate important/emergency discussions?
• A way to give feedback/ratings?
• Ability to give autoresponses to clients/customers?

Thank you so much again!

• Yes and No, it's not a direct option. Our queues system is commonly used for this, so you can add a discussion to a queue, and they can be for whatever, a specific support, developer, high priority, etc.
• I'm not sure what you mean by email alerts. You can manage your subscription settings in your user profile though.
• Some email notifications are customizable. The autoresponder is really all I can think of that applies to this though, as the other emails are discussion content.
• No. We don't have automatic reminders yet. It's something we plan on adding in the future.
• Yes / No, it doesn't alter the original reply-to field. The email will look like it's from you all, but the actual line in the reply-to option is the unique email assigned to your Tender category of the discussion.
• Yes, with queues, but that's dependent on your workflow.
• Yes, with queues, but that's dependent on your workflow.
• Yes, we offer custom domains.
• No, only the user side is customizable. Tenders admin dashboard does not have custom styling across the whole UI.
• No, we do not allow for custom fields. You can pass additional data through into a discussion from your product if you are using Single Sign On from your site or service, but adding additional text inputs is not something we do.
• The user side includes custom CSS options on Mid level or higher plans. http://hoth.entp.com/2009/8/4/custom-tender-gallery are some example customized sites we posted to out blog a while back as examples.
• This would be done with queues, as Tender doesn't have a specific priority system.
• There is not a feedback/rating system. The user would just have to submit a normal discussion.
• There is an autoresponse email when a discussion is submitted that you can customize. It can suggest FAQ articles to the user as well, in addition to the autosuggested FAQs in the web UI.

All Tender signups come with a 30 day free trial before we require any form of commitment. It only takes a few seconds to signup, so if you want, go ahead and check things out under the hood as far as setup and configuration goes. If you have any specifics based on that, just let me know.

Again, if you need any clarification based on my answers to you questions, jet let me know.

Hi,

We are using Tender with our Customer Hub application.

Is there a way we can create a new discussion category for our Tender App and allow a different permissions based on our Customer Hub / Infusion application?

We want people in permission A to access forum category A and those in permission B to view forum category B, for example.

Thanks,
Derek

Hey Derek. We do not have a permissions system that will accommodate for that scenario.

OK.

Are there plans for having that in the future? We'd really like this feature so we can have different forums available to different users based on their permissions, etc.

At the moment we don't have anything concrete in the lineup for specialized permissions. If it happens, it will be in the fairly distant future.