To handle customer email through FogBugz, you set up Mailboxes.
Each FogBugz Mailbox corresponds to one incoming POP3 or IMAP mailbox where FogBugz receives mail. You can set up as many mailboxes as you want, for example, you could set up support@example.com as well as suggestions@example.com and bugs@example.com.
If you use FogBugz On Demand, hosted by Fog Creek Software, we've set up a single mailbox for you automatically on our own server. Incoming messages can be sent to cases@xxx.fogbugz.com, where xxx is your custom URL. You can also set up your own mailboxes.
To configure a mailbox, log on as a FogBugz administrator and choose Admin | Mailboxes.
Basically, you'll need to configure
The following options are configured when you set up a mailbox:
Email address
The full email address of the mailbox, for example, support@example.com. This is the "from address" when FogBugz sends outgoing email.
Full name
The full name that will appear in the "from address" when replying to email from this mailbox, for example, Customer Service.
When you are replying to incoming email, you get a choice of using this name if you wish to remain anonymous, or you can use your own full name.
The next four settings are required unless you are configuring the FogBugz On Demand default mailbox:
Account name
The log-in account on the POP3/IMAP mail server.
Password
The login password on the POP3/IMAP mail server. FogBugz will use the account name and this password to log in and retrieve the email, just as any other mail client.
Mail Server
The DNS name or IP address of the POP3/IMAP mail server.
Port
The TCP port for the POP3 or IMAP service. For POP3, this is almost always 110 unless you're using secure POP3, which is almost always 995. For IMAP, this is typically 143 or 993 for secure IMAP.
Aliases
A comma separated list of any other email addresses which forward to this mailbox. This allows FogBugz to recognize these addresses as pointing back into FogBugz, and thus not send extraneous email to them.
Protocol
Select the type of mailbox. FogBugz supports POP3 and IMAP. For IMAP, choose whether you would like messages deleted from the server after they are downloaded or only marked as read.
Reply Automatically
Allows you to decide if users should receive an immediate automatic reply when they send a request into this mailbox. FogBugz will not reply to follow-ups, or to messages categorized as spam. Learn about automatic replies. Note that this is the only email that FogBugz will ever send without explicit action from a FogBugz user. Some systems send emails automatically on resolution or closure of the case, but we find that these can often cause more confusion than they prevent.
Due
To insure that email is responded to promptly, FogBugz can set a due date for every mail message that comes in. Learn more about due dates.
Sort Messages
FogBugz can sort messages automatically, including spam removal. Learn more about FogBugz AutoSort.
Message Template
Set up a signature that will be automatically inserted at the bottom of every reply you send in this mailbox. In addition to the special variables provided by Automatic Replies, you can also include the current user's name with {username} and personal email with {useremail}.
Delete spam after
To avoid spam filling up your FogBugz database, any message which is either resolved as SPAM or moved into the Spam area will be permanently and irrevocably deleted after the number of days you set here (defaults to 7). If you don't want to delete spam leave this blank.
Deleting old spam is handled nightly by the FogBugz Maintenance Service.
Delete inquiries after
If you do not wish to keep a permanent record of incoming email, you can set up FogBugz to delete the complete case history of all closed inquiries after a certain number of days.
Deleting old inquiries is handled nightly by the FogBugz Maintenance Service.