we are already using PHPStorm and now we're evaluating YouTrack.
Our intended use case is following:
Customer sends email with bug/question. YouTrack automatically creates issue. When I comment the issue, customer receives email. Sometimes we are unable to solve the issue, we have to raise issue with our vendor. So I can create another issue, linked to the customers's one.
I have following questions:
- Regarding the customer's ticket: is it possible to have here internal comments which are not shared/sent to customer as well as comments which are sent to customer as emails directly from Youtrack?
- Regarding the vendor's ticket: Usually we are communicating with vendors via email. Is it possible to send email to vendor directly from YouTrack? Or at least to have it connected to the issue?
- I don't need the customers/vendors to access YouTrack web interface just to communicate with them via email. What kind of licences do I need for them? None or reporter (in cloud) or user (standalone).
Or is there better way for our use case?