In a couple of cases, we have had FogBugz users that has been surprised by how the Correspondent field works when you hit the Reply button on a case.
The problem is that when someone sends an email that gets picked up by FogBugz, the sender of the email gets registered as the sCustomerEmail, and when hitting Reply the sCustomerEmail is used for the to header.
If the Correspondent field is changed in the mean time, our users expect that hitting reply will reply to the Correspondent. But this is clearly not the case.
Could you perhaps explain the rational for this behavior? Do you have any plans for changing this? Or do you have a workaround?
I have found this KB question, that brings us some of the way: http://fogbugz.stackexchange.com/questions/4994/clicking-reply-on-a-case-doesnt-email-every-correspondent-from-the-cases-histor