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How to organize helpdesk?

One more question :)

I setup FogBugz so that it gets all the mail from our support@ and sales@ addresses. Now I want all the cases created from support email to be sent to one group of people (support engineers) and all the cases created from sales to be sent to sales persons.

Basically I want all support mail to be sent to everybody in support, so that it will be picked up by the first available person. AFAIU you cannot assign a case to several persons, so I created a fake user and his email is a mail list which includes all of my support people. This way I solved one problem: getting an mail to everybody in support. But now there is another problem. Somebody has to login under this fake user and close the issue which is frankly PIA. Another issue is that I waste a user this way and if I want the same setup for my sales email I will be wasting another user.

How do you guys solve it? Is there any tips on how to setup things for this case?

I hope my explanation was more or less clear.

Thanks a lot!
Dmitry Skavish Send private email
Monday, September 24, 2007
 
 
Yes we also noticed

"Unlimited free "virtual" users that you can use for things like "Up for grabs" or for assigning cases to teams."

In 6.0 features list. Can you provide more details on this please?
Alex
Tuesday, September 25, 2007
 
 
Dmitry,

Make this user a virtual user and you won't need a license.  Also, anyone can close the case since it is assigned to the virtual user.  You don't have to log in as the virtual user to close those cases.
Michael H. Pryor Send private email
Tuesday, September 25, 2007
 
 
Thanks Michael, seems to be exactly what we need.
Dmitry Skavish Send private email
Tuesday, September 25, 2007
 
 

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