Question

When using an autoreply with a FogBugz mailbox, what's the difference between including {ticket} and including {case}? I see that {ticket} will expand to the case number with some extra characters appended but how would that be used by a customer?

I'm thinking that {ticketurl}, rather than {ticket}, could be used if a FB website is public facing and {case} could be used for email or phone support -- is that correct?

Answer 1

You've got it basically right. The ticketurl is the best to send if you want the customer to track the status of their case on your FogBugz site. You might want to give them the ticket if you setup some other status page for them which uses the XML API to talk to FogBugz, or you want to make sure they have permission to view the case (the extra characters are a password so one can't simply guess a case number).