FogBugz automates the task of handling a public email address. Our AutoSort feature automatically discards spam and sorts emails into the correct project area. Anyone on the team can see the entire history of an email conversation with a customer, so they can send a well-informed reply.
When a customer reports a bug, it can be assigned straight to a developer for a fix and will be tracked just like any other case.
FogBugz AutoSort automatically sorts incoming email into the correct project area. This means you can separate sales questions from tech support questions and make sure incoming email is routed directly to the right person.
FogBugz AutoSort uses Bayesian Filtering, a powerful anti-spam technique, to sort messages. Initially, incoming messages are put in an “Undecided” area, and it's up to you to train FogBugz by moving messages into the correct area. FogBugz will learn from your decisions, and eventually sort messages on its own. When it makes a mistake, you can correct it (and further train FogBugz) by simply moving the message.
To learn more about the algorithm behind FogBugz AutoSort, read Bayesian Filtering: Beyond Binary Classification (PDF).
Snippets allow you to reply instantly to common questions. A snippet can be anything from a short phrase (“Sincerely yours”) to a complete form letter. When you are replying to an email, you simply type the name of the snippet followed by a backquote (`) key, and the snippet will be inserted for you automatically.
Snippets save a lot of time and let you provide better customer service by answering questions with carefully crafted, polite replies.