FogBugz handles my incoming support email, but I would like to also check that mail from a mail client, having the messages go both to a person and FogBugz.
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In general, this is a bad idea. FogBugz is designed to have complete control over the mailbox(es) it's checking. When it downloads a message from the mail server, it's deleted. If you go to check mail from another client, the message will not be there. FogBugz should have its own dedicated email address(es). |
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You could always setup a different email address for you support emails and have that email address forward all emails to fogbugz. That way, you can keep a copy of every incoming email and not affect FogBugz. |
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It often happens that when support starts, it goes to joe@example.com who handles it well until things ramp up and Joe gets grumpy until you get FogBugz. But then the problem is all the people who are used to emailing Joe directly (though he seems a little gruff and overworked recently) have a hard time remembering to email support@example.com. And anyway, Joe usually gets back to them anyway. We do have an open feature request to allow Joe to just forward those emails into FogBugz and have it:
For now, though, it's best to have Joe use Thunderbird and the Thunderbird redirect add-on to "bounce" emails into FogBugz without changing the From address, so that FogBugz sees the emails as having come from the original customer. It usually works well while people are being retrained on who to email. |
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We use Google Apps for our domain which means our mailbox is basically like a gmail account. When you check email via POP on a gmail account, it doesn't get deleted. It just gets archived in our case. This is especially handy for going in and downloading large attachments (which is easy in gmail and a pain in FogBugz...if there are a lot of them on one case) |
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