In Yandex Tracker, you can link an email address to a queue. When a message is received at this email address, an issue is automatically created in the queue. For such issues, comments can be delivered to the user's email address, and their email reply will be automatically added as a comment to the original issue. For example, this may be useful when registering user support requests.
For details on creating an issue from an email, see How to create an issue via email.
Algorithm for creating an issue or comment from an email message
Our algorithm analyzes emails and decides whether it should create a new issue or add a comment to an existing one. To determine if a received email is related to an existing issue, the algorithm uses data from the header and content of the email, such as an issue key, the unique Message-id identifier of an email, and other parameters.
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If no issue with the given parameters is found, a new issue is created.
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If an existing issue is found, the algorithm checks if this issue belongs to the same queue as the email address receiving the email:
- If the issue is in the same queue, a comment is created and added to this issue.
- If the issue is in another queue, a new issue is created in the queue that the email address receiving the message is related to:
You can connect multiple mailboxes to one queue. Use this option if the queue handles requests about different products or from different user groups. You can select issue types and components for different mailboxes, which helps you create filters for finding issues.
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Connecting a mailbox to a queue:
- Creating a mailbox on a Yandex 360 domain: If your organization has a connected domain and you need a new address for the queue.
- Connecting a shared Yandex 360 mailbox: If several employees use the same mailbox.
- Connecting a mailbox hosted by a third-party service: If the mailbox already exists or is hosted by another email service.
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Configuring additional options: