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Multiple Domains/Company Support

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Elastic Email Support Team

06 Aug, 2013 04:46 PM

Hello,

we use Tender for elasticemail.com. We are launching a new product that is essentially another version of Elastic Email from a different domain. We want to provide support for both and wondering the best way to accomplish this.

We could open another tender account, but we really have one team supporting both, so we do not want to have to monitor and go to two different systems if at all possible.

Are there some ideas for using one account for this? We have forums turned off, so all discussions are private but we need to know which system they are launching a discussion about. We also need templates that refer to one company vs the other for auto responders.

Finally, the KB articles... that would be an area we probably couldn't share right?

Any help would be appreciated.

Thanks
Michael

1. 1 Posted by Julien on 06 Aug, 2013 05:05 PM

   

   Hi Michael,

   On the support side, this is fairly easy: just use different categories with different incoming emails for each product. Autoresponders and email templates can be customized per category, so that would work as well.

   The only problem is the KB, for which the only solution would be to open another Tender account. That being said, if you are keeping support on your current site, the secondary Tender just for KB could simply use a core plan, with one supporter, so just $9.

   Let me know if you have any question.

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2. 2 Posted by Elastic Email S... on 07 Aug, 2013 02:13 PM

   

   Thanks Julien,

   is it possible to have custom template for a category so that the emails that go back and forth do not have any references to the web url? Basically so the user only thinks they are getting email support, but we can check it on the web and reply?

   Michael

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3. 3 Posted by Julien on 07 Aug, 2013 05:26 PM

   

   Hey Michael,

   You have control over what you put in the template, so it's really up to you. The only thing you can't remove is a line at the bottom that says:

   To unsubscribe and stop receiving emails from SITE, visit URL

   That's for users who have an account. Anonymous users will get:

   Reply with #ignore to stop receiving notifications for this discussion.

   We have to keep those to be good email citizens and not be considered spammers.

   Let me know if you have any question.

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4. 4 Posted by Elastic Email S... on 07 Aug, 2013 05:58 PM

   

   Thanks Julien,

   on our new site we are not linking to tender just providing this email address. From my testing it seems to work pretty good for what we want. When I reply from tender it puts Michael Findlater <[email blocked]> as the From Email.

   I created an Auto Response however for this category and it is being sent from

   Elastic Email <[email blocked]>

   Is there a way to configure that? Where is Elastic Email coming from? Is our only option to not send an automated reply?

   Thanks
   Michael

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5. 5 Posted by Elastic Email S... on 07 Aug, 2013 06:02 PM

   

   Hi Julien, I see that comes from the Site Name... I changed it to Email Support to be generalized for both, so that should work.

   Michael

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6. 6 Posted by Julien on 07 Aug, 2013 06:09 PM

   

   Oh, you were faster than me. Glad you found a workaround.

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7. Julien closed this discussion on 14 Aug, 2013 06:12 PM.