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Assume that our customer, UserA, sends a support request email to our FogBugz mailbox and CC's his colleague UserB on this email. I would like the auto-response email to be sent to UserA and CC'd to UserB so that both users may track the issue and respond via email. Is this possible?

Fog Creek Case FC1838002

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2 Answers

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This is not currently possible, but is a reasonable feature request.

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This is exactly what we need as well. Our problem is that somebody on staff will send a message to our FB in box, and CC her colleagues. The sender gets the auto-reply, to which she can reply if needed with more case information. Her reply gets appended to the case, which is great. But her colleagues frequently reply to her initial email with additional information, CCing everybody, including our FB in box address. Which means we have multiple cases opened, which is a mess. Staff training will only partially solve this. We need the auto-reply to CC to everybody. – andrewl Mar 4 2011 at 21:41
+1 for this feature request. – Bradley Grainger May 17 2011 at 22:02
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The previous comment exactly covers our situation as well.

When a case is submitted by a user approximately 12 people are copied. If they comment on the original email instead of waiting for the auto-reply to respond we have multiple cases to clean up.

This would be a great feature to make an optional setting for the FB customer.

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