We fairly recently began using FogBugz for support emails from our clients and have run into an issue since many of them are used to using our personal email addresses.
The problem is that someone will send an email to one or more of our personal emails and also cc our fogbugz email. This will create a new case and sometimes one of us doesn't notice and sends a response, which creates another case.
I know one solution involving no fogbugz changes would be to convince our clients to use the email properly and make sure everyone is diligent about not hitting reply-all when our fogbugz email is included. Is there a way to help force this with the system though? One idea was not creating a new case if the fogbugz email is in the cc field. Then we can respond or open a new case for it ourselves.