Send 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. Their response to you will then be added as a comment to the corresponding issue. This lets you keep all correspondence right on the issue page, so you don't have to waste time with a dedicated email client.
To send emails from the issue page, do the following:
Step 1. Configure email integration in your queue
Go to the queue settings, the Mailboxes tab, and add a queue address.
If you want to send issues from the issue page, you need a shared queue address. Responses sent to the queue address will be added to issue comments.
If you can't create such an address, this means your organization doesn't have its own domain. You need a domain to create mailboxes and newsletters. This includes creating queue addresses. A domain is free to add in Yandex.Mail 360 for Business.
Set up sender names and signatures if needed.
If the users aren't your organization's employees, allow sending email from issue pages to external addresses.
Step 2. Send emails from the issue page
Open any issue in the support team queue.
Turn on the Email option above the comment box and specify the recipient's 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're using forms to process user requests, ask users to provide their email in the form and save their responses in the issue's
Fromfield. In this case, the To field will still be automatically filled in with the requester's email address.