Forwarding emails from customers to Tender

Sometimes your users will send you emails directly instead of emailing your support address, or posting a discussion on the web. If you would like to take advantage of Tender's features, you'll want to get this email into the system.

This is actually pretty simple: just forward the mail to the relevant email address. This might be your site's public address ( or the private email address we give you ( It's up to you. The new issue will show up as if the user emailed it directly.

You need to make sure the email is readable by tender, so ensure you adhere to the following rules:

  • Forward from an email address registered to a support user. Only supporters can forward emails to Tender.

  • Don't add anything to the email. You shouldn't add your own reply, because the email is supposed to be coming from the user, not you.

  • Use a standard format in your mail client. Tender is looking for a fairly specific format in forwarded mails. There isn't really a standard way for mail to indicate it's forwarded, but do have a few good indicators to suggest a forward.

    • The message subject starts with Fwd:
    • The body contains Begin forwarded message:
    • In some cases, the message subject looks like [ a subject] and the body matches Forwarded message from

    If your mail client does something slightly different (e.g. you're danish) we'd like to hear from you so we can help parse forwarded emails better.

If you have any question, or if an email you forwarded to Tender was not parsed correctly as a forward, let us know.