Internal Only email command
It would be nice to have an email command like #internal to create a message that's only visible to the staff.
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1 Posted by Will on 15 Sep, 2010 08:38 PM
Hey Mike. We've debated this a little, but the number of invalid email commands we've seen used and the risk of it coming back in through Tender as a public comment makes us a little uneasy. For now, we're just going to be sticking to internal comments in the web UI.
2 Posted by Mike Strutton on 28 Sep, 2010 02:55 PM
Would it be possible to list the watchers or participants who are on a thread, in the email messages sent to support staff?
Often we will see an email from the system from another employee asking a question. It's assumed the email was generated by someone in my company and we reply as such. Only later to realize the employee used an existing thread, so our replies are also shared with the customer via email.
Maybe some messaging like this:
This is a private discussion. Replies via email will be viewable by the following participants in discussion:
Name1 [email blocked]
Name2 [email blocked]
3 Posted by Will on 28 Sep, 2010 06:43 PM
It's not currently possible. We might be able to add the functionality to the mail templates so you can edit the template to display those, but those are public templates, supporter only emails are internal templates. I've marked the request so I can talk about it with the rest of the team when we get a chance.
For the most part, we want to keep the copy in email as lean as possible though. Adding extra fields and options confuses a lot of people. We're currently working to cut the amount of template information down.
4 Posted by Justin Hughes on 06 Oct, 2010 03:18 PM
Hi Will,
The usefulness of having this command would far outweigh any errors that may occur. Where would the world be if someone decided to not make the hammer because it might smash a few thumbs?
We use a two tiered system in our office. A public rep is a single point of contact for a ticket -- while we bring engineers on and off as needed. The engineers always talk privately to us. This is mostly so that we can provide them some level of anonymity, but also so that the requestor doesn't feel overwhelmed. If one of those comments leaked to the requestor, it wouldn't be a big deal. But having the email command available would mean that we can involve our engineers without ever having them log into the system.
5 Posted by Will on 06 Oct, 2010 10:59 PM
Thanks for the feedback. As it stands right now we are not going to add a internal command for email.
Nicole closed this discussion on 21 Dec, 2010 07:06 PM.