Some ticketing systems send an email automatically when you resolve a case, but FogBugz doesn't seem to do this. Why?
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A lot of people ask us why FogBugz doesn't automatically tell the submitter when a case is closed or resolved. The short answer is that we only allow FogBugz to send email to non-FogBugz users when a FogBugz user explicitly tells it to do so. FogBugz users are part of the system and have elected to receive email notifications. The one exception to this is the confirmation email that you can choose to have automatically sent to your correspondents to verify that their email was received. We made this design decision because we found there were too many situations in which an automated email to a user outside FogBugz would only result in more confusion and more work for FogBugz users. If you want to send a form email to your users on closing their issue, you can do so by creating a snippet and sending that to the correspondent. As of FogBugz 7.3, you can reply to a list of cases all at once with Bulk Reply. Personally, my hosting company uses a ticketing system that sends me a "we're closing this ticket" email automatically after 24 hours of inactivity on a case. I hate it. I always take it as a subtle cue that they're just not putting any effort into taking care of me as a customer. If they're waiting for something from me, I'm perfectly happy to have my case not on their radar, and perfectly happy not to be bugged by their automated system to get back to them or face my ticket being closed. If I'm waiting on something from them and I get a message that my case is being closed, I'm absolutely infuriated by it. Automated emails like this might help just the tiniest bit to let people know where they are in the process, but you'd only want something like this if you're so overloaded that you don't have time to give adequate support to customers. And if you're overloaded, the last thing you want is something that can inadvertently infuriate your already peeved customers. For the record, my hosting company is otherwise great, and I have no reason whatsoever to expect a high level of service for my nine bucks a month... plus, I'm in the support business, so I know what it's like. But that doesn't stop me from getting mad at them. I'm only human. |
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As of FogBugz 8, this can be achieved by writing a plugin. |
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