Accepting requests by email and via forms

User requests are converted to Tracker issues before they can be handled. 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

To accept user requests by email, configure a queue email to automatically generate issues from user requests. All messages sent to this email address will automatically be converted to Tracker issues.

If an issue is created from an email, you can respond to the user from the issue page, e.g., to request additional information or report that the issue has been resolved. The user responses sent to the queue address will be added as issue comments.

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 to the page so that users can provide the information required to register a 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 into your website or provide a link to it.

For instructions on how to set up a trigger that sends an email to the user with information about request registration after creating an issue via the form, see Sending a notification when an issue is created based on a form.