When you configure a mailbox, you can configure FogBugz to reply automatically to incoming email.
You can configure a subject line and a message for the reply, or use the default.
If you are sending an automatic reply, you can include the following variables in the message which will be substituted when the message is sent:
| {case} | the case ID number |
|---|---|
| {sender} | the sender's email address |
| {subject} | the subject of the incoming message |
| {ticket} | the external customer reference number to this case; includes a random password |
| {ticketurl} | a link the customer can use to check the status of their case |
| {fullname} | the full name associated with this mailbox |
| {email} | the email address associated with this mailbox |
No matter what you do, the outgoing subject must include (Case {case}), because that will insure that if the customer replies to the autoreply, their reply will be appended to the same case instead of opening a new one.
FogBugz will not respond to follow-ups (messages that already have a case number in the subject) or to messages categorized as spam.
Also, to prevent mail loops, FogBugz will not automatically reply if any of the following is true:
FogBugz will not automatically reply to the same email address more than three times in one hour.