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Accepting requests by email and via forms

Written by
Updated at October 29, 2024

User requests are converted to Tracker issues before they are processed. Most users prefer sending messages by email or through a website. In addition to this, the users outside your company do not have access to Tracker.

This is why we recommend setting up your request processing pipeline in a way that allows you to receive requests via email or forms created in Yandex Forms.

Accepting requests by email

  • A mailbox on any email server, suitable for Yandex Cloud and Yandex 360 for Business organizations. An email address must be newly created and used specifically for the queue issues.
  • A mailbox in the Yandex 360 for Business domain, only suitable for Yandex 360 for Businessorganizations. An email address should only be used for creating issues, writing comments, and as a return address when sending emails to external users. You cannot log into it as in a regular mailbox in order to view or send emails.

  1. Create a mailbox for your queue on any mail server. All messages that arrive to this address will be converted to issues in the queue.

  2. In the left panel, click Queues and select a queue.

  3. In the top-right corner, click Queue settings.

  4. Select Mailboxes.

  5. Click Configure mail.

  6. Set up the mailbox for receiving messages:

    1. Under Mail for receiving emails, in the Email field, specify the email address you created in Step 1, including the domain, e.g., login@yandex.com. The Login field will be populated automatically.

    2. In the Password field, provide the password for your email address. If the selected email server allows you to control access to the mailbox by an application password, enter the application's password for email clients in this field.

      If the setup failed with a 404 error

      Check if the POP3 or IMAP support is enabled for your mailbox in Yandex Mail: https://mail.yandex.ru//#setup/client.
      Select the protocol you are going to use and save the changes.

      Learn more about application passwords in the Yandex ID documentation.

    3. Enter the IMAP server address and the email server Port: you need them to collect emails. You can find this data in your email account settings.

    4. To enable SSL encryption, select Secure connection (SSL).

    5. If you need to process emails not only from the organization's employees but from external users as well, enable the Accept letters not only from employees of the organization setting.

      Additional parameters
      • Inbox folder: Create a folder for emails from Tracker and specify its name. Any emails sent to this folder will automatically be converted to queue issues.
      • Archive folder: Create a folder for archiving emails from Tracker and specify its name.
      • Start date of email processing: Set the date. Emails received prior to this date are not processed and are automatically moved to the Archive folder.

      Alert

      Use separate folders to collect and archive incoming emails.

    6. Test the created connection.

  7. Specify the parameters to create issues from your email with: the issue type and components.

  8. If you want the issue comments to be also sent as emails, set up a mailbox for sending messages:

    1. Under Email for sending responses, click Add an email.
    2. In the Login field, specify the email address to send emails as issue comments from, e.g., login@yandex.com.
    3. In the Password field, provide the password for your email address.
    4. Specify the SMTP server address and Port to enable sending emails. You can find this data in your email account settings.
    5. To enable SSL encryption, select Secure connection (SSL).
    6. Set up Signatures for emails to send. Make sure to specify the Alias, as you will need it to distinguish signatures in the common list. Your email recipients will see the nickname instead of the sender name.
    7. Test that everything is up and running: click Send a test email.

  9. Click Save. The queue's email address will get running within an hour after creation.

  10. Enable sending issue comments as emails:

    1. In the queue settings, select Basic settings.
    2. Click Show advanced settings and select Allow emails to be sent externally under Sending mails.

Tip

To enable your employees to create issues by email, set queue access rights for them.

  1. In the left panel, click Queues and select a queue.

  2. In the top-right corner, click Queue settings.

  3. Select Mailboxes.

  4. Check whether your organization has an email domain in Yandex 360 for Business. Otherwise, click Connect a domain to open Yandex 360 for Business and create a domain. If you already have a email domain set up in another service, you can create a subdomain for it and connect it to Yandex 360 for Business.

  5. Click Configure mail.

  6. Set up a mailbox for receiving and sending messages.

    1. In the Email field, specify a new email address to be used only for the queue.
    2. If you need to process emails not only from the organization's employees but from external users as well, enable the Accept letters not only from employees of the organization setting.

  7. Specify the parameters with which the issues should be created in the queue: the issue type and components.

  8. Set up signatures for the sent emails. Make sure to specify the Alias, as you will need it to distinguish signatures in the common list. Your email recipients will see the nickname instead of the sender name. Check that everything is up and running by sending a test email.

  9. Click Create. The queue's email address will get running within an hour after creation.

Tip

To enable your employees to create issues by email, set queue access rights for them.

Accepting requests via forms

It is convenient to use forms to collect requests, if you expect certain data from the user. Your forms may include a list of required and optional questions, and the answers may be saved in the issue parameters in Tracker.

  1. Go to Yandex Forms and create a new form.

  2. Add questions that allow users to provide relevant information that is required to register their request.

  3. Set up integration with Tracker for the form.

    1. Specify the queue and other issue parameters.

    2. Use the Issue description field to add answers to the questions included in your form.

    3. If you want to save a specific answer in your issue parameters, add an issue field, click Variables → Answer, and choose the corresponding question.

    4. Save your integration settings.

  4. Publish your form: embed it in a website or provide a link.

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