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.

Follow the steps below to set up a queue for sending emails from the issue page:

Step 1. Set up email integration in the queue

Set up the email address for the queue.

All messages received at the selected email address will be converted to issues in the queue. The support team members will be able to send emails to users from the issue page, while user responses sent to the queue's email address will be added as issue comments.

Step 2. Send emails from the issue page

1. Open any issue in the support queue.

2. Select the Email tab above the comment box and specify the recipient's email address.

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

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

3. Click Send.

Step 3. Enable automation

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

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