Setting up Yandex Tracker for a support team

Let's see how we can use Tracker to set up a workflow for the support team.

Tracker is a great tool for managing user requests because it lets the support team easily communicate with other departments that use Tracker. You can invite developers to comment on sophisticated questions, create links with issues that are critical for request resolution, and so on.

Let's create a dedicated Tracker queue for the support team to store issues created based on user requests. Add advanced functionality to this queue to handle requests more effectively:

• Accept requests from the users who have no access to Tracker.
• Communicate with users from the issue page.
• Grouping requests by topic.
• Tracking the time it takes to process a request.
• Collecting request statistics.
• Configuring integration with third-party platforms.