Question

We use FogBugz to handle support requests that come in via e-mail. If a user replies to an e-mail in a case, e-mails automatically get tacked on to the same case, and the case is re-opened and assigned to our tech support queue.

This is great behavior... when our customers stay on topic. But it seems that often, our customers make new support requests by fishing out an old support e-mail from their inbox and replying to it. Or, in the middle of a conversation about one issue, they'll mention another completely unrelated issue.

Right now, we handle this by: 1. Creating a new case in a new window. 2. Copying over relevant bits of the e-mail message from the customer. 3. Making sure to mention the original Case # in a comment so that the cases get associated. 4. Manually sending a message to the customer that the issue has been moved to a new case number.

And when we investigate the new case and are ready to respond, we have to manually enter (well, copy and paste) the e-mail address of the customer for the first e-mail, because while the e-mail exists in the case description, it's not in an e-mail message, so we can't click a "Reply" button.

Is there an easier way to do this?

Answer 1

Here's a bookmarklet you can use:

javascript:a=function (){ open('http://[your_fogbugz_url]/default.asp?command=new&pg=pgEditBug&ixCategory=' + goBug.ixCategory + '&ixProject=' + goBug.ixProject + '&ixArea=' + goBug.ixArea + '&sCustomerEmail=' + goBug.sCustomerEmail + '&ixPersonAssignedTo=' + goBug.ixPersonAssignedTo + '&sTitle=' + escape(goBug.sTitle) + '&sTags=&sEvent=See Case ' + goBug.ixBug + escape('\r\n\r\n') +  escape(document.getSelection()) + '&b=c'); return;};a();

(Be sure to replace [your_fogbugz_url] with your actual URL.)

Simply create bookmark in your browser, and paste the above code into the URL field. I like to add my bookmarklets to my browser's bookmarks bar. You could also use BugMonkey to include it on each page -- then you'd have access to them from any machine.

While viewing the existing case, highlight the text you want to move over to a new case and click the bookmarklet. A new browser tab will open up with a new case that has a bunch of fields pre-populated.

Answer 2

There is. We use bookmarklets to do this. Sorry, my bookmarklet builder site is down currently, but I'll get it up and running soon.