The new features in YouTrack 5.1 allows us to handle support requests without needing to create an individual account for each client.
Unfortunately, I have a use case that doesn’t seem to be covered by the new functionality introduced in YouTrack 5.1. I’ll try to describe it below.
Many of my clients use to send support requests via email, with carbon copies (CCs) to other members of their organizations (who must be able to follow the entire request lifecycle, from the moment it’s sent to the moment it’s solved).
AFAICS, when processing an issue YouTrack will allow me to interact with the original sender of the request (the one in the “From” field), but not with the ones that were in the CC list (who should also get notifications as the request is being processsed). Another way to put it: every email address on the CC list should be added as a watcher of the request.
Is there any workaround (or a special workflow) for this use case?