Tender has been a huge time saver for me, but there are a couple scenarios that I've come across frequently that I'd like to be able to handle better. I think that having queues that functioned similar to Mac OS X's "Smart" folders would be very helpful in addressing these scenarios. I'd like to create queues with dynamic content based on:

• Status of the discussion
• How long the discussion has gone without activity
• Category
• Number of posts in the discussion
• Queues that the discussion has been added to (excluding smart queues to avoid recursion)

I think all of this functionality can be achieved with an external app via the APIs. I'm considering writing an app for this, but I thought this functionality would be really useful for others as well inside the Tender admin. My usage scenarios that call for this functionality are described in more detail below.

Thanks,
Mike

Imagine a user "Joe" has reported that he is having trouble doing "XYZ" with my product. I respond, "You should try this, that, or the other thing." The ticket then sits for two-three weeks with no activity. Eventually I mass-close any tickets that haven't seen activity in two weeks. There are two common explanations for the lack of response:

1) My advice resolves the problem and the user didn't feel compelled to let me know that I gave awesome advice.

If my advice is in response to their initial request, it seems arrogant to use the "Comment and Close" button. I don't want the user to come back to the discussion and see that I've closed the case, it suggests that I deem the matter closed and I'm not interested in any followup. That's definitely not the case. For this scenario, I can imagine a couple solutions:

• I could mark a discussion for auto-closure after a certain amount of time
• If the admin interface would allow me to see all discussions that are [open && older than two weeks && do not belong to a queue], I could then select all the filtered discussions and close them quite easily.

2) The user starts to evaluate other solutions because troubleshooting with my solution was deemed too much work.

Fair enough, but in this case, I don't want to simply lose these customers, I want to re-engage with them. This is especially relevant to pre-sales questions. There are plenty of things that I can do manually in these cases, but it would be nice if I could:

• Add the discussion to a "Pre sales" queue with automated functionality. The queue holds on to any tickets that aren't marked "Closed". After a pre-defined amount of time (e.g. two days) of inactivity, the user gets an automated email based on a template, e.g. "Did my advice help you resolve the problem?" or "Were you able to make things work?".