Queue email address

Restriction. By default, only the queue owner can configure a queue.

With an email address you can create issues by email and send emails to anyone right from the issue page.

You can add multiple addresses if you're creating issues of different types or with different components.

Adding email addresses

To add an email address to your queue, follow these steps:

  1. Open the queue page.

  2. To the left of the queue name, select  → Configure.

  3. Go to the Mailboxes tab.

  4. Click Add email address.

  5. Fill in the fields:

    Field

    Description

    Email

    Enter the address to assign to the queue.

    Signature types

    Specify the type of signatures to be automatically placed in all emails sent from the issue page:

    • Standard — displays the sender's full name.
    • Advanced — enables you to hide the sender's name and place one or several nicknames instead.

    Issue type

    Choose the type of issues that can be created via email.

    Components

    List components for issues created via email.

    Accept email from external addresses

    With this option enabled, outside users can create issues for your queue as well as send comments from their email addresses.

  6. Click Save.

Note. The queue email is only used for creating issues, writing comments, and as a return address when sending emails to outside users. You can't log in to it as you would with a regular mailbox, as well as view or send regular emails.

Changing email settings

To change your queue email settings, follow these steps:

  1. Open the queue page.

  2. To the left of the queue name, select  → Configure.

  3. Go to the Mailboxes tab.

  4. Put the cursor on the mailbox you need and click its icon

  5. Make your changes and then click Save.

Nicknames

Nickname is a name used in place of an author's full name when sending emails to outside users. For instance, you can set your company name as your own nickname. That way, all correspondence with your clients is conducted on behalf of your company rather than individual employees.

Each email address can have multiple nicknames associated with it.

Adding nicknames
  1. Opne your queue email settings or set up a new email address.

  2. In the Signature Type section, choose Advanced.

  3. Click Add nickname and signature.

  4. Enter your nickname. You can use one or multiple words consisting of letters, numbers, and symbols.

  5. Click Save.

Adding multiple nicknames

You can add multiple nicknames and email addresses to use in different circumstances. If you don't want to mix up your nicknames when dealing with an outside user, do the following:

  1. Go to the Email addresses page.

  2. Enable Save nickname for this issue.

That way Tracker will display the nickname you've been using when talking to a particular user within a particular issue, unless you choose otherwise.