I am evaluating YouTrack as a replacement for another ticketing system. I am stuck on one thing, otherwise it looks great.
Our current ticketing system allows the user to email it directly and have a ticket created (or if the email contains the ticket number, a comment is appended). The email address directly maps to ticket queues (or projects). For example, firstname.lastname@example.org
etc. It is really simple.
I've been trying to replicate this in YouTrack but it seems the only way it is achievable is via Email Integration - is that right?
So, this is what I understand I would need to do:
1) Create my own mailbox which can be monitored periodically by YouTrack, for example, email@example.com
. I understand I can create multiple mailboxes but that incurs a cost.
2) Create rules in the mailbox which put support issues into 'queue' folders (for example, customer_a, customer_b folder etc). I understand this can be done in YouTrack via REG-EX but I think it is easier via mailbox rules.
3) In YouTrack, create a mailbox rule pointing to the above mailbox.
4) In YouTrack, create a rule for managing what happens when the mailbox is read. In this case I want to associate the folders (for example, customer_a, customer_b folder etc) with YouTrack projects so that each email is created in the associated project.
5) Set up a schedule for checking the mailbox.
I'm hoping someone can tell me there is an easier way...