CC not shown in Tender
I frequently receive support tickets that are CC'd to another individual. I usually need to know this in order to respond to the ticket (send an invoice to the billing department, continue a conversation, etc.).
However, Tender doesn't show me the addresses that an email was CC'd to and I don't see any way to view the raw email that was sent.
CC headers should be displayed somewhere so I can properly respond to the ticket. In addition, it would be nice if responses can be optionally sent to the individuals on the CC list also.
Thanks.
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1 Posted by topfunky on 02 Apr, 2009 12:46 AM
Actually, this could be solved if I can just see the raw email somehow.
Occasionally I'll get replies that have information that I need to see, but Tender seems to filter my own replies from the emails. While this is usually a good idea, it doesn't help if I really need to see the full content of the email.
So a link to "View Original, RAW email" would solve both problems.
2 Posted by rick on 02 Apr, 2009 01:19 PM
Allowing the raw email is doubtful due to the large multipart messages we receive. However, I'll see about returning more email headers from Astrotrain and storing them somewhere. We do have a private body area in issues that's reserved for tender cookie data, so that may work for this.
3 Posted by System on 02 Apr, 2009 01:20 PM
A Lighthouse ticket was created for this discussion
4 Posted by thomasknoll on 15 Jul, 2009 05:13 PM
Adding my "vote" to this.
This functionality is fundamentally necessary for us.
5 Posted by Will on 15 Jul, 2009 05:22 PM
Rick was working on CC's last week. I believe the functionality may just be around the corner. But I will check with him and get back to you.
6 Posted by thomas knoll on 15 Jul, 2009 05:31 PM
thank you so much!
7 Posted by rick on 15 Jul, 2009 05:35 PM
I wasn't working on this specific issue, actually. We are receiving headers since this ticket was created, but not displaying them in any meaningful format yet.
8 Posted by thomas knoll on 15 Jul, 2009 05:39 PM
Thank you for the update.
that will be extremely helpful.
anxious to flip the switch from zendesk
9 Posted by System on 16 Jul, 2009 04:08 PM
This discussion was assigned to ticket 453.
10 Posted by Curtis Penner on 17 Aug, 2009 02:41 PM
Just signed up for a trial. And without being able to see who was cc'd on an email sent to support and without the ability to add people to cc list, I'll have to hold off on becoming a member. Too bad. Everything else works so smoothly.
11 Posted by Natalie on 26 Oct, 2009 07:43 PM
Is this something that will be implemented? Our customers expect us to be able to reply to all email addresses they provide.
Natalie
12 Posted by rick on 26 Oct, 2009 07:52 PM
We convert email addresses in CC headers to discussion watchers now.
I just pushed a small tweak over the weekend to the edit comment form
that will show email headers actually.
We had a blog post in progress a week ago about the various email
backend changes we've pushed in the last couple months, but it's
obviously not posted yet. As soon as our current crisis has settled
down I'll make sure that gets out there.
13 Posted by Curtis Penner on 26 Oct, 2009 07:52 PM
-----Original Message-----
From: natalie [mailto:[email blocked]]
Sent: October 26, 2009 3:43 PM
To: Curtis Penner
Subject: Re: CC not shown in Tender [Suggestions]
14 Posted by technoweenie on 26 Oct, 2009 07:56 PM
Here are a few screenshots from the previous email I just sent from my entp
address.
We do recommend using the `# notify` command (
https://help.tenderapp.com/faqs/email-integration/commands) so that Tender
can manage the watcher lists. Tender actually skips sending CC addresses a
notification since the user already CC'd them. Replies from the CC'd user
need to reply-all to have their reply sent to the original sender AND
Tender. Whew!
15 Posted by rick on 26 Oct, 2009 07:59 PM
Ugh, helps if I attach the images.
16 Posted by Natalie on 26 Oct, 2009 11:44 PM
Sorry I'm not that technical. In Tender, where can I view the email headers from the second screenshot?
17 Posted by Will on 26 Oct, 2009 11:46 PM
Natalie,
On any discussion, just click the "edit" button on that and you can view the headers. It will say if its from web or email in the UI on the following page, the email ones will show the correct headers.
18 Posted by Natalie on 26 Oct, 2009 11:48 PM
Cool. Thanks Will.
Natalie
Support Staff 19 Posted by Courtenay on 20 Nov, 2009 06:55 PM
Hey everyone, it looks like this is resolved. If you have any more issues with CCing users and watching posts, please open another ticket!
Thanks!
Courtenay closed this discussion on 20 Nov, 2009 06:55 PM.