You can configure FogBugz to reply automatically to incoming email in the mailbox screen. You can configure a subject line and message for the reply or use the default.
If you are sending an automatic reply, you can include the following special phrases in the message which will be replaced by FogBugz:
{case} for the case ID number
{sender} for the sender's email address
{subject} for the subject of the message
{ticket} for the external customer reference number to this case. This reference number includes a few random letters used as a password so that customers can't see other customers' email by trying different case numbers.
{ticketurl} for a link the customer can use to check the status of their case (e.g. http://fogbugz.example.com/default.asp?{ticket})
{fullname} for the full name associated with this mailbox
{email} for the email associated with this mailbox
{username} for the name of the user logged on to FogBugz
{useremail} for the email of the user logged on to FogBugzNo matter what you do, please make sure the outgoing subject includes (Case {case}), because that will insure that if the customer replies to the autoreply, their reply will go into the same case number instead of opening a new case.
FogBugz will not respond to follow-ups (messages that already have a case number in the subject) or to messages categorized as spam.
Also, to prevent mail loops, FogBugz will not automatically reply if any of the following is true:
- The From or Reply-to field contains postmaster, daemon, owner-, bounced, or auto
- The Subject field contains auto, thank, or vacation
- The Precedence field is junk, bulk, list
Also, FogBugz will not automatically reply to the same email address more than three times in one hour.
