Evaluating YouTrack - mail issues with external vendors

Hi,

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?

Thanks,

Kuba
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Hi Jakub,

Regarding the customer's ticket: is it possible to have here internal comments which are not shared/sent to customer

Sure, you have to just close the 'internal' comment by some visibility group, e.g. group of projects assignees.

as well as comments which are sent to customer as emails directly from Youtrack?

Ordinary YouTrack notification about restricted comment won't be send to user those don't see restricted comment.

If you mean notification about new issue/comment creation generated by mailbox integration it depends on settings. If you select 'Set email sender as reporter' the commenter will give the notification, but if you choose 'Always set root (root) as a reporter' the customer won't know about created issue. Please look at documentation for details - http://confluence.jetbrains.com/display/YTD4/Mailbox+Integration.

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?

YouTtrack sends standard notification of changes in issue to issue watchers. You can write customizable workflow which can send custom notification to registered user (not arbitrary user).

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).

All notifications are sent to YouTrack users only ('sterling' users and 'reporters').
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