Email

In 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.

You can also link multiple email addresses to a single queue. Use this feature if your queue handles requests on different products or from different user groups. For issues like that, you can select a type or add components. If you set up an individual component for each email address, you can create a filter to search for these issues.

You can set up additional integration options:

• Restrict employee access to issues created from an email.
• Accept requests from external users.
• Send emails from the issue page.
• Retain the request number in an email thread.

Setting up integration with email in Tracker

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

2. In the top right corner of the queue page, click  Queue settings.

   A queue can be set up by its owner and organization admins group, as well as by users with the Queue management permissions.

3. Go to Integration → Email.

4. If you want to send emails to external email addresses from the issue page, select Allow sending emails outside. You can learn more here.

5. If you want the issue key to appear in the email subject, select Add the issue number to the subject of the email. Learn more.

6. Click Configure email addresses and select the option to set up an email address for your queue:

   • On any email server. Use any suitable email service. We recommend creating a new email address and using it exclusively with Tracker: all received messages will be converted to issues in your queue.

   • On Yandex 360 domain if your organization has a domain connected. You can check if there's a domain in the organization account under General settings → Domains. You can only use this email address for creating issues, adding comments, and as a return address when sending messages to other users. Unlike a regular email account, you can't log in to this email account to read or send emails.

     The domain URL is most often the same as your organization's website URL. If you have a domain connected in Yandex 360, you can select any name you like for your queue's email address, such as support@example.com.

7. Fill in the details of your email address. The email address will be active within one hour of creation.

   On any email server

   On a domain in Yandex 360

   Setting up an email address for receiving messages

   Messages sent to the email address specified for receiving messages are converted to queue issues. If the queue email address is associated with a user account, issues are automatically assigned to that user.

   1. Under Email for receiving messages, in the Email field, specify the queue email address. For example: login@yandex.com. The Login field will be populated automatically.

   2. In the Password field, provide the password for the email account. If the chosen email server supports the use of application passwords to control access to the email account, provide the application password for email clients in this field. Learn more about application passwords in the Yandex ID documentation.

   3. Enter the IMAP server address and the email server Port: they are required for collecting messages. You can find these details in the email account settings.

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

   5. If you want to handle messages from both the organization's employees and external users, enable the Receive messages not only from company employees option.

      Additional parameters

      • Inbox folder: Create a folder for messages from Tracker in your email account and specify its name. Messages arriving in this folder are automatically converted to queue issues.
      • Archive folder: Create a folder for archiving messages from Tracker in your email account and specify its name.
      • Start date of email processing: Specify the date. Messages received prior to this date are not processed and are automatically moved to the Archive folder. If no date is specified, issues will be generated from messages received from the date of setup.

      Use separate folders to collect and archive incoming messages.

   6. Click Check connection.

      Error 422 occurred during setup

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

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

   Setting up an email address for sending messages

   Replies to users from the issue page will be sent from the email address that you specified as an email address for sending messages. You can use the same email address that you specified as an email address for receiving messages.

   1. Under Email for replying, click  Add email address.

   2. In the Login field, specify the email address for sending messages that you want to be converted to issue comments. For example: login@yandex.com. You can use the same email address as you set up for creating issues in the queue or use a different email address for sending replies.

   3. In the Password field, provide the password for the email account. If the chosen email server supports the use of application passwords to control access to the email account, provide the application password for email clients in this field. Learn more about application passwords in the Yandex ID documentation.

   4. Specify the SMTP server address and Port to enable sending messages. You can find these details in the email account settings.

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

   6. To change the signature used in outgoing messages by default, click  Add new signature. The email recipient will see the Alias field value as the sender name.

   7. Test that everything is up and running: click  Send a test email.

   If your organization doesn't have any domain set up, click Connect domain and register your domain in Yandex 360 for Business.

   To set up an email address for receiving and sending messages on your domain:

   1. In the Email field, specify the email address that will be used only for messages related to your queue. If an email address with the specified name does not exist, it will be created automatically.

   2. If you want to handle messages from both the organization's employees and external users, enable the Receive messages not only from company employees option.

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

   4. To change the signature used in outgoing messages by default, click  Add new signature. The email recipient will see the Alias field value as the sender name.

Changing the queue email addresses

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

2. In the top right corner of the queue page, click  Queue settings.

3. Go to Integration → Email.

4. Click Configure email addresses.

   • To add another email address to the queue, click  Add email address.

   • To change the email account settings, click and select  Edit.

   • To delete an email address, click and select  Delete.

Restricting access to issues

You can set up multiple email addresses for creating issues in a single queue. The queue can also contain other issues that the organization's employees created in the usual way.

To differentiate between various issues and manage access to them, use components. You can restrict access to issues where components are used. In this case, issues created from messages will only be accessible to specific employees:

1. Create components for different email addresses of the queue.

2. Specify the components when configuring a queue email under Issue parameters.

3. Set up user access to issues with components.

If an employee who is granted queue access permissions sends a message to the queue's email address, this employee becomes an issue's author with the respective permissions. If an issue is created by employees with no queue access permissions or external users, the Tracker robot is assigned as the issue's author.

Collecting requests from external users

Both your organization's employees and external users can send messages to the queue email. To convert messages from users who are not your staff members into issues, when setting up the queue email, select Receive messages not only from company employees.

Sending emails from the issue page

If you plan to communicate with external users from the issue page, select Allow sending emails outside and configure an email address for sending messages.

As a result, the Email tab appears in the Comments section on the issue page. You can send emails to the user who created the issue from it. Learn more about sending emails from the issue page.

Adding the issue number to the email subject

If you want the request number to be retained in a series of messages between you and the user, select Add the issue number to the subject of the email. As a result, when replying to the user from the issue page, its key will be added to the email subject.

You can edit the subject before sending your email if needed.

Learn more

• Accepting requests by email and via forms
• Sending emails from the issue page
• Sending comments to a user's email address