Track Email Feedback

To create a feedback project:

1. Click the Projects link in the header, then click the Create Project button.

2. Enter a name (Feedback), and a description for the project.

3. Select the project type that you want to use. Any type will work just fine, but if you select a Kanban project, YouTrack automatically creates an agile board that the marketing or public relations team can use to manage issues. This project template also uses fewer default custom fields, which makes it easier to configure.

4. Click the Create project button.

   • The project overview page for the new project opens.

5. In the Administration section of the sidebar, click the Team link.

6. Use the Add members action to add users and groups to the project team. Users and members of groups who are added to the project team are automatically added to the list of possible users for the Assignee field.

7. Select the Fields tab and configure the custom fields in the new project:

   • Configure the custom fields that you want to use in the project. For a feedback project, you can get by with Type, Priority, Assignee, and State. The project administrator can add more custom fields as needed.

     For Priority and Assignee, you can use the default fields and their sets of values. For the Type and State fields, consider customizing these fields to use the following values in the feedback project:

     Field	Values
     Type	Comment (positive), Comment (negative), Question, Feature Request, Spam
     State	Unanswered (default, unresolved), Answered (resolved)

   • Remove any unrelated default custom fields. When finished, the list of fields in the feedback project should look similar to the fields shown in the following images. These show the customized sets of values for the Type and State fields:

   

   

8. Select the Workflow tab.

9. Select and detach any unrelated workflows. For example, if you used the Kanban project template, you can detach the Kanban workflow. It's more appropriate for development teams, not marketing managers.

10. Click the Attach workflows button and select Notify Multiple Unregistered Users from the drop-down list.

    • The workflow is attached to the project.

    • The requires setup flag indicates that the workflow uses custom fields that are not used in the project.

11. Add the missing fields and field values to the project:

    • Expand the workflow and select the first workflow rule.

    • Click the Configure project button to add the required fields to the project.

    

    The following custom fields are added to the project:

    Custom Field	Description
    All related emails	Stores the email addresses for all the participants in the discussion. The workflow uses this list to send email messages to recipients who are not registered users in YouTrack.
    Last message related emails	Stores only the email addresses that were included in the most recent message that was processed by the mailbox integration. This field is updated when YouTrack processes an incoming email message. The workflow copies these email addresses to the All related emails field every time an issue is updated. This ensures that recipients who were not included in the most recent email message are not sent notifications.

12. When finished, switch back to the Fields tab in your feedback project. Check the list of custom fields in the project to verify that all the required fields are in place.

    

To configure the mailbox integration:

1. Open the Administration > Mailbox Integration page.

2. Set the Fetching interval. For details, see Set the Schedule for Fetching Email Messages.

3. Connect to the external mail service that you use to receive email messages. For details, see Connect to a Mail Service.

   

4. Click the Add Mailbox Rule button and configure the following settings:

   Setting	Description
   Mailbox	Select the mailbox that you connected to in step 3.
   Project	Select the project that you configured to process feedback.
   Maintainer	Select the name of the user who is responsible for monitoring the integration with this mailbox.

   

5. Click to expand the Filter section and enter values for the following settings:

   Setting	Description
   Folder	Select the folder from which you fetch email messages on the mail service.

   

6. Click to expand the Reporter section of the mailbox rule.

7. Select the Always set predefined user as reporter option and select the predefined user to set as the reporter for all issues that are created from incoming email messages. This option guarantees that YouTrack does not create a user account for each new customer who sends a support request.

   

8. Click to expand the Postprocessing section.

9. In the Apply command to new issues input field, enter a command to apply to issues that are processed by this rule. Consider using a command that sets the assignee of each issue. For example:

   for [user]

10. Click the Add Rule button.

1. Download the ZIP file from the custom workflow repository on GitHub.

2. Import the workflow into YouTrack. For instructions, see Import a Workflow.

3. Open the workflow rules in the built-in workflow editor and edit the rules to match your project configuration. For instructions, see Edit a Workflow.

4. Attach the workflow to your projects. For instructions, see Manage Workflows for Multiple Projects.