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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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.
Great, thanks very much!
Looking forward to try the EAP.
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.
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.