When you are looking at an email from a customer, at the top of the case you'll see a list of all the other emails you've ever received from the exact same email address in the Correspondent section:
The See also section lists other cases sent to or from the same email address. Clicking on the link before the @ sign ("David" in this example) returns a full list of all email with this correspondent.
You can also search for other email from the same domain name by clicking on the link to the right of the @ sign in the email address ("jwn.com" in this fictitious example). This is helpful because sometimes multiple people will correspond with you from the same company and this link will find messages from all of these people.
You can also search for email from any email address or any fragment of an email address by customizing your filter:
- Choose Filters | Customize.
- Click the Reset button at the bottom to get a filter listing all open cases.
- Check "Closed Cases" for the Include field (at the top).
- Enter the full or partial email address to search for in the Correspondent field.
If you've never corresponded with the customer before, but you think the email address might be in an old case or a note from a colleague, then you can use full-text search of your FogBugz database.
- Click the Search box in the upper right-hand corner.
- Enter the email address, or the partial address with an asterisk, in the "Search for" box.
- Check the "Also search closed cases" box.
- Click Search.
