Sending emails from the issue page

If you want to respond to a user request, you can send them an email right from the issue page in Tracker. If the user responds to the email, their response is added as a comment to the issue. This way you can store the entire history of your communications with the user inside the issue without wasting your time on sending emails from an email client.

To send emails from the issue page:

Step 1. Set up email integration in the queueStep 1. Set up email integration in the queue

1. Go to Mailboxes in the queue settings and add queue address.

   If you want to send issues from the issue page, you need a shared queue address. The user responses sent to the queue address will be added as issue comments.

   If you cannot add an address for the queue, it means that your organization does not have a domain. You need a domain to create mailboxes and newsletters, for example, to add an email address for your queue. You can freely add a domain in Yandex 360 for Business.

2. Set up sender names and signatures if needed.

3. If the users are not your company's employees, allow sending emails from issue pages to external addresses.

Step 2. Send emails from the issue pageStep 2. Send emails from the issue page

1. Open any issue in the support queue.

2. Enable the Email option above the comment box and specify the recipient's address.

   If the issue was generated from a user email, the requester's email address will be automatically added to the Email To field.

   If you use forms to process user requests, ask users to provide their email address in the form and save their responses in the Email From field of the issue. In this case, the Email To field will still be automatically filled in with the requester's email address.

3. Click Send.

Step 3. Enable automationStep 3. Enable automation

• If you want to quickly send preset messages from the issue page, configure macros.

• Use triggers to automatically notify users when certain events occur.