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If I want to annoy people at FogCreek, I can just send them emails with random case ids. e.g. I can reopen cases like 123 remotely by simply sending a mail to them using (Case FB123) in the subject line. I don't like this. It would be better to use the ticket, so that customers cannot forge the case id. Some of our customers already managed to accidentialy break the case number (including spaces, using 1 because it was their first case) in emails and when filling out a form for error reports. |
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I reported this to FogCreek a few months ago (case FC1856427) and their response was that (a) no customer had ever reported it as a problem before and (b) they decided not to fix it because there would be a loss of convenience by making the case number unreadable. My suggestion was to append a security token to the case number on outgoing emails, e.g. Case 732-ABCD, where ABCD is a randomly generated security token that is specific to each case. Incoming emails should then only be allowed to update existing cases if their subject contains the correct security token. Leaving the readable case number in the email subject means that customers can still refer to the case number, for example, when calling your support line to discuss a case. It would be great if there was an option to enable this behavior. |
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