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Elastic Email Support Team

18 Jul, 2013 02:02 AM

Does Tender have support for:

1) escalating issues that do not get resolved or responded to after a period of time. E..G after 24 hours with no response an email is sent to a manager and 48 hours to the CEO...?

2) priority - so you can assign a priority to the issues so that our development team can look at the most urgent issues first without us having to manage that separately.

Thanks
Michael

1. 1 Posted by Elastic Email S... on 18 Jul, 2013 02:08 AM

   

   2 - i read your article about using queue's for this - we will give that a try.

   Still wondering about an escalation process though.

   thanks

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2. 2 Posted by Elastic Email S... on 18 Jul, 2013 03:31 AM

   

   Also, I seem to only be able to set up 2 discussion filters - is there a limit on our account?

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3. 3 Posted by Nicole on 18 Jul, 2013 04:01 PM

   

   Cully -

   In answer to question 1, you can use activity filters to bump discussions back to pending but this would be in the Web UI for workflow. Tender doesn't send reminder notifications on those type of discussions.

   And yes, you are on the Basic plan and that has 2 discussion filters.

   Let us know if you have more questions.

   Thanks,
   Nicole

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4. Nicole closed this discussion on 18 Jul, 2013 04:01 PM.

5. Elastic Email Support Team re-opened this discussion on 18 Jul, 2013 08:00 PM

6. 4 Posted by Elastic Email S... on 18 Jul, 2013 08:00 PM

   

   Hi Nicole, can you tell me what it would cost to upgrade so we can take advantage of more discussion filters and activity filters? I do not see the ability to use activity filters with our account.

   Michael

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7. 5 Posted by Nicole on 19 Jul, 2013 04:06 PM

   

   Cully -

   You are currently on the Basic plan with 4 extras. The Basic plan is a legacy plan. You could upgrade to Extra and get more discussion filters for $129 ($49 for plan, $20x4 support spots). Activity filters are an Ultimo plan feature, so to upgrade to Ultimo would be $179 ($99 for plan, $20x4 support spots).

   Let us know if you have any questions.

   Thanks,
   Nicole

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8. brandi closed this discussion on 22 Jul, 2013 02:52 PM.

9. Julien re-opened this discussion on 25 Jul, 2013 05:29 AM

10. 6 Posted by Julien on 25 Jul, 2013 05:29 AM

    

    Hi,

    We had some issues with email notifications over the weekend and its possible you missed some of our replies to this discussion. You can see the full discussion online by clicking the link 'view this discussion online' in the grey footer at the bottom.

    We apologize for the inconvenience.

    Let us know if there is anything else we can do for you.

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11. Elastic Email Support Team closed this discussion on 26 Jul, 2013 09:12 PM.