This workflow contains four rules covering the following processes: So far this process is implemented using Mailbox integration only. But to make our life even easier, we’ve designed a workflow to manage the life-cycle of created feedback issues. So most of the time, we keep the conversation within an issue, via comments. When a team member adds a reply to the user’s question as a comment to the issue, the original email sender receives an email notification containing that reply.Our team receives notifications when an issue is created: a notification is sent to the project lead, while other team members are notified via ‘Unanswered feedback’ shared saved search.Issue is unassigned and its state is ‘Unanswered’.All the email attachments are attached to the new issue.Issue summary and issue description generated from email’s subject and email’s body, respectively.New issues are created with the following parameters: Once one or more new emails are discovered, YouTrack fetches them and creates new issues in a dedicated project, one issue per unique email.YouTrack periodically checks the mailbox for new emails.Without digging into the details of the settings, the tracking of emailed feedback now looks as follows: Generally, there are two things you need to do in YouTrack in order to automate the process: a) set up integration with mailbox and b) create custom workflow. We’d like to share our experience with you, so you can apply it to your projects as well. So we decided to manage feedback using our own YouTrack – and we’re very happy with the results. In JetBrains, we practice the ‘eat-your-own-dogfood’ principle. If you get feedback emails on a regularly basis, like we do, and your support team or a member of your development team processes them, you’ve probably faced the tiny inconvenience of keeping track of the status of an email and the person responsible for it.įaced with this challenge, we wanted to find the best way to track all of these things, so no precious question would be left unanswered. You post questions in our forum, create issues in our bug tracker, and, of course, you send us emails. Thanks to our users, we receive lots of feedback every day.

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