Look for "reply to" in forwards as well as "from" address?
Right now when you forward an email to tender, tender parses the
forwarded mail's "from" address to know who to send replies made in
tender to.
However a lot of emails that come to us are actually from our
own system and we set the "from" address to be a known user account
that exists on our smtp server (microsoft exchange has a filter for
messages that come from smtp servers that have a from address that
doesn't exist on that server), but we set the "reply to" address as
the address of the user who wanted to get us this email.
So I'm curious if tender should/could be parsing for a "reply to" in the forward:
Begin forwarded message:
From: [email blocked] Date: March 11, 2009 2:48:25 PM CDT To: [email blocked] Subject: Suggested something
Reply-To: [email blocked]
And if it finds a "reply-to" then it uses that, if it doesn't then it uses the "from:" address?
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1 Posted by rick on 12 Mar, 2009 01:59 AM
Not a bad idea. I'll try to slip this in sometime soon with a bunch of other upcoming tender tweaks.
2 Posted by System on 12 Mar, 2009 01:59 AM
A Lighthouse ticket was created for this discussion
3 Posted by nate on 13 Mar, 2009 04:36 PM
Cool, thanks Rick!
4 Posted by rick on 17 May, 2009 04:32 AM
Don't worry, I didn't forget about this (or rather, my ticket tracker didn't). The technical issue was that our email processor wasn't sending custom headers to Tender. I recently fixed this, so that's no longer a valid excuse. I've committed the code to look for a supporter email address in the Reply-To header. We'll probably commit it sometime next week.
5 Posted by john.fan on 02 Jun, 2009 01:07 PM
More generally, can we get more precise control over the list of emails on a discussion thread. In other words, sometimes Tender picks up the wrong address for the end-user. I would like to be able to manually enter the email address(es) of the people who should be involved in that particular discussion...
6 Posted by rick on 03 Jun, 2009 09:54 PM
What case does Tender pick the wrong address?
7 Posted by john.fan on 04 Jun, 2009 12:03 AM
Let's say I receive an email (in gmail) from a user.
Then I forward to [email blocked], which forwards into the tender
address for a category in fs.tenderapp.com
Often it will up there as reported by ME, rather than reported by the end
user.
Typically when I do this I will be sending it from [email blocked],
which is indeed the address registered with Tender.
But there are other cases where I might be forward in contact from another
address.
In any case, I would REALLLLLLLLLY like to be able to manually add/delete
(email) recipients to a discussion thread. It's not useful to us
otherwise...
8 Posted by rick on 04 Jun, 2009 12:06 AM
This sounds like a bug. We do have forwarding support... However,
different email clients have different formats for forwarded emails,
so there may be a very good reason why your email wasn't set
correctly. Can you give me a link to a specific discussion that this
happened? Feel free to just email it or start a private discussion
thread.
We'll be adding the ability to set recipients to Tender. It basically
turns it into some weird email groupware thing. We've definitely run
into cases where we've wanted to contact customers proactively on
issues and have it all recorded in Tender.
9 Posted by john.fan on 04 Jun, 2009 12:21 AM
It happens all the time...
Here's an example.
http://help.friendstock.org/discussions/suggestions/24-thoughts-xf
http://help.friendstock.org/discussions/problems/24-one-more-improvement-for-all-stock
In the first case, the support staff wrote something, and then cc: it to
[email blocked]. In the second case, I directly forwarded it in.
I think that I am EXACTLY looking for a "weird email groupware" thing.
Basically, the scenario is that I want to easily create an email discussion
(and freely pull in more support staff), but have the whole discussion
recorded in Tender. So for each discussion there would be a list of
recipients. Also, for each category, I would like to associate a preset
list of support staff who should be on the recipient list for anything put
into that category. That way, they will receive an email from Tender, and
can interact without going to the Tender page itself.
I would PAY EXTRA for this feature.
10 Posted by rick on 04 Jun, 2009 02:15 PM
Ahh, it is parsing the forwards correctly. Here's what's happening:
In the first link, you replied to a user via email and forwarded that email to Tender. Tender detected it was a forward and set the user to the From address in the forward. That's why it's from Xtreme Friendstock. If Cari had used her email address instead, she would have been listed as the discussion author. The common case with forwarding is when a customer emails you directly. You can forward this to Tender, and Tender will assign it to the support user that emailed you directly.
The second link looks like it was a reply of a forward? It's hard to tell what's going on there.
Try using a CC on the original email, instead of a forward. That will at least record the discussions in Tender without changing the discussion author.
11 Posted by john.fan on 04 Jun, 2009 02:23 PM
I tried using a cc: and that was quite bad... for each subsequent reply, it
ended up creating a NEW discussion thread...
It took a long time to clean up the result of one conversation that went on
for 10+ replies (with a cc: to tender on each one).
Also, the delete thread doesn't seem to be working, so I ended up
"resolving" each of them.
12 Posted by rick on 04 Jun, 2009 02:27 PM
It sounds like you're not even really using Tender. Once discussions
are in Tender, you should be using the special Tender reply addresses
so that replies get linked up properly. We haven't found any other
reliable way to handle this.
13 Posted by john.fan on 04 Jun, 2009 02:41 PM
Arghh... I don't think you're understanding me :)
The cc: case was a mistake.
I *AM* using Tender (correctly I think), and it's not satisfactory because I
can't edit the "recipient" email in the case where tender gets it wrong.
Also, Tender is a web app and is still less convenient to use than an email
inbox, so it would be best if we could specify certain support staff as
recipients of all discussions sent into certain categories.
Scenario:
User U sends email to [email blocked]
which is linked to a Tender email
this creates a discussion in Category C
Staff S is the admin for Category C and receives a Tender email with U's
original message
Staff S hits reply (using S's own email client) with a solution.
This goes to Tender and is recorded in the conversation thread, and then
sent to all recipients of the discussion (minus the sender). In this case
that would simply be User U.
So Staff S can use the system without ever visiting the Tender site.... but
all the content is archived there and searchable there.
That's what I am looking for....
14 Posted by rick on 04 Jun, 2009 02:45 PM
Go to "Modify Profile" at the top, and you can choose to have all
discussions for one or more categories emailed to you.
15 Posted by john.fan on 04 Jun, 2009 02:50 PM
Ok thanks!
But will you be adding the capability to edit/add "recipients" to a
discussion thread? Or does this not fit your conceptual model of how
discussion work?
It seems that you have a customer - staff one-to-one model... but for us,
it is much more often the case that it is an email conversation that starts
with 2 people but could grow to 4-5 people (e.g. relevant staff pulled in)
added to the cc: list. It would be great if we could do this inside of
Tender.
16 Posted by rick on 04 Jun, 2009 02:54 PM
Yes, you get added to this list of recipients when you reply to a
thread. I do want to add a UI component for this, and possibly add
recipients when their email addresses are in the CC header.
17 Posted by john.fan on 04 Jun, 2009 02:59 PM
It may not need to be so intelligent (initially) as to read the cc: list...
if you can just let the staff edit the list using the UI, that'll be good
enough for me.
The problem with cc: lists is that if someone replies to that message, and
tender gets sent the message again, it ends up creating ANOTHER discussion
thread.
Anyways, thank you for all your help!
Amanda closed this discussion on 11 Jun, 2012 07:23 PM.