Setting the FROM address field
I've searched through the archives and I notice this has been brought up before, but I'd like to give the idea a new forum.
One major strike against the seamlessness of Tender is how the From address gets set to users who are interacting with Tender via email. For instance
- User sends email to [email blocked] - gets
routed into tender.
- I answer user via web interface or email
- User recieves email from Jeff Mancuso
[email blocked]
- User replies to email and sees
On Tue, Jan 19, 2010 at 2:18 PM, Jeff Mancuso
[email blocked]
wrote:
// Add your reply above here
From: Jeff Mancuso Subject: another tender test
In my opinion, this is pretty gross and takes away from the polish of the integration.
I'd love a checkbox to be able to set the FROM portion of the envelop to be the same as the Reply-To. Even better would be to have the "pass-through" email option that ZenDesk has, where it sets these two fields based on what address originally received the message.
I see that being marked as Spam was an issue before, which I think is worth alterting users to. ZenDesk mitigates this by strongly suggesting that the user setup an SPF record [they link here in the config https://support.zendesk.com/forums/3199/entries/805]. It'd also be easy enough to run dig from the command line and parse the result to verify the user had, in fact, correctly setup the SPF record.
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1 Posted by rick on 19 Jan, 2010 08:28 PM
We're working on changing email providers, and that change will come
with the ability to setup sender addresses with SPF and DomainKey
settings for you to use.
2 Posted by jmancuso on 19 Jan, 2010 08:30 PM
That'd be great. Any idea if it falls into the weeks vs. months away from now timeline?
-Jeff
3 Posted by rick on 19 Jan, 2010 08:40 PM
Weeks. We'll probably try it out on our site for a week or so to make
sure it's solid.
4 Posted by jmancuso on 19 Jan, 2010 08:45 PM
Care I ask who you're thinking of switching to? We run postfix in-house but
it was fairly difficult to tweak into submission.
Thanks Rick, you're a champ - as usual.
-Jeff
5 Posted by rick on 19 Jan, 2010 08:48 PM
Postmarkapp.com. It's a new service that powers Newsberry.com. We're
interested in getting better Bounce/Spam tracking on emails we send
out. Right now, outgoing emails that are tracked as spam in our
customers basically go into a black hole :)
6 Posted by corey on 03 May, 2010 02:15 PM
What is the status on this issue?
We are getting a lot of customers saying we never replied to their emails and we suspect it is due to their spam filters catching the "from" address. Ideally, the customer shouldn't see the long from email address and it could be in the reply to: (as it is in other solutions - like Basecamp) or even hidden somewhere else.
7 Posted by Will on 07 May, 2010 10:31 PM
We'll probably be updating the email system when we migrate our hosting setup in the near future. As of right now, this isn't implemented in the current Tender release.
8 Posted by Garret Heaton on 18 May, 2010 03:05 AM
When you guys expect to make this update? We're using sendgrid.com for our outgoing mail now and have excellent deliverability. Very worried about making the switch to Tender and having our emails land in spam. It'd be cool if you let us enter custom outgoing SMTP settings.
9 Posted by corey on 02 Jun, 2010 04:05 PM
we find that about 5-10% of our responses never make it to our customers. We have found that they aren't in the customer's spam filters but rather are being filtered out by the ISP - web mail addresses seem to be worse than others - hotmail, yahoo, etc..
We are losing our good reputation for prompt support. We think the issue is the from address and it's loooong string of embedded codes. it would be great to have the code somewhere else in the email or in the reply to: .Anything to stop the email not reaching the user would be highly appreciated.
Is anyone else seeing this issue?
10 Posted by Will on 10 Jun, 2010 10:12 PM
Corey, we haven't been seeing this on our end except in 2 isolated cases, your account and another. If there are others experiencing it, I would like to know as well.
11 Posted by corey on 11 Jun, 2010 06:17 PM
Can you guys work with us to resolve this issue? We have easily reproducible cases of this. Sending replies to our own private .mac and gmail addresses. Maybe you could look at your email server record for an email and we can see where it went?
Our workaround is to send the reply through tender and if it is important and we haven't heard a response we then send a followup email from our server. Usually, the followup email gets a response and the customer or business partner mentions they never received the other response.
Support Staff 12 Posted by Courtenay on 11 Jun, 2010 06:28 PM
Hey Corey, can you open a new private discussion with links to some of
your specific discussions?
Will closed this discussion on 18 Aug, 2010 10:16 PM.