Mail

You can use Tracker to create issues from emails sent to the queue mailbox or communicate with external users from the issue page. This lets you register user requests sent to the support team.

To set up mail integration:

  1. Add an email address to the queue. You can add multiple addresses if you're creating issues of different types or with different components.
Restriction. Your organization must have a domain in Yandex.Connect if you want to set up an email address.

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

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.

    If you can't create such an address, this means your organization doesn't have its own domain. You need a domain to create mailboxes and newsletters. This includes creating queue addresses. You can use Yandex.Connect to add a domain for free.

  5. Enter the address to assign the queue in the Email field.

  6. Choose the signature type for emails sent from the issue page:

    • Standard: Displays the sender's full name.
    • Advanced: Lets you hide the sender's name and place one or several nicknames instead.
  7. 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.

Set up issue creation via email

Emails sent to the queue address can be used to create issues. You can configure issue creation parameters:

  1. Go to the Mailboxes tab in the queue settings.
  2. Hover the cursor over the mailbox and click the icon

  3. Set up the following parameters in the Create issues by email section:

    • Select the type for issues created from emails:
    • You can specify additional issue components in the Components field:
    • If you want to allow external users to create issues by email, choose Accept email from external addresses.
  4. Click Save.

Changing email settings

To change your queue email settings, follow these steps:

  1. Go to the Mailboxes tab in the queue settings.
  2. Hover the cursor over the mailbox and click the icon

  3. Make your changes and then click Save.

Nicknames

Nickname is a name used in place of an author's full name when sending email 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. Open your queue email settings or set up a new email address.

  2. In the Signature type section, select 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 Mailboxes tab in the queue settings.
  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.

Allowing sending email to external users

If you want to send email to external email addresses from the issue page, you can enable this feature in the queue settings:

  1. Open the queue page.

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

  3. Go to the General parameters tab and click Show advanced settings.
  4. Enable Allow sending external emails.