Using YouTrack to correspond with submitters via email

Hello,

In a company I work at, we're using FogBugz as an issue tracker, where a user submits their case via email, and we reply and correspond with the submitter via email. The bug system is internal, the user never has to register to the bug tracker.

I was told by Jura Gorohovsky on twitter that the new YouTrack Energy supports email, so I have a few questions:

  • Is the above use case available in YouTrack? Can YouTrack system be kept internal, and all correspondence done via email?
  • If more information is needed from the user, can I reply from within the ticket?
  • How do I specify the incoming mail address for YouTrack? Something like support@mydomain.com?

Thanks in advance!

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4 comments

Hello Igal,

That's right, issue from email is already implemented and will be included to the next EAP build. So you'll be able to explore it before Energy is released.

  • Yes. Your external users will be able to submit issues via email without accessing the system, but if want to keep the system internal, you can choose not to create the account for the reporter. In this case, the submitted won't be notified about the further changes made.
  • Yes. You can notify the submitter about the changes made and request more details within the issue created, if you configure to create an account for the reported. When the reporter sends the email with the same subject, the comment is added to the previously created issue.
  • Yes, you configure the incoming email address in the email integration settings.
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Great, thanks very much!

Looking forward to try the EAP.

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Using YouTrack to correspond with submitters via email – YouTrack Support | JetBrains

When a ticket is completed, for example, and I want to notify the reporter….  and the reporter does not have an account, then how can I send that email where the email is recorded on the ticket?

Fogbugz allowed emails directly from the ticket, with To, Cc fields  freeform send to anyone.  that was convenient.

 

thank you.

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Hi! 

Starting with version 2023.1, YouTrack comes with helpdesk projects. This special project type is designed for support activities, and individuals reporting their tickets via helpdesk channels will have a reporter account created for them. When there is a reply from the support agent, the notification for the ticket reporter will be sent to their email address. CCs are also supported in 2023.2.

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