YouTrack
Powerful project management for all your teams
The YouTrack App Now Supports Helpdesk Projects
The YouTrack Helpdesk functionality has arrived in the YouTrack app! This means you can manage your customer support services on the go. Your agents and other team members can now work with support requests from their phones and tablets, and your reporters can submit and review tickets and public Knowledge Base articles in the app too.
A new YouTrack app version is already available for iOS or Android. If you’ve already started a helpdesk project in YouTrack, all existing and newly submitted tickets will automatically appear in the app.
How support agents and other team members work with tickets in the app
Navigate to all tickets via a new Helpdesk tab
A separate Helpdesk tab appears for support agents and other team members who can access helpdesk projects. It allows you to view a list of all tickets and navigate to separate support requests via search queries or filters. You can view tickets in various preview options – from a small view to a large one with an expanded ticket description.
The current Issues tab has also been updated with support tickets. When needed, your tickets will appear here among other issues in non-helpdesk projects.
If some of your team members who have access to helpdesk projects don’t need to see the Helpdesk tab in the app, they can turn it off in the app settings.
Work with tickets on the go
The app allows you to work with support tickets. You can assign agents to tickets, view the SLA goals, update statuses, and apply other updates to tickets. For example, the CC field is easily updatable from the YouTrack Mobile app, so you can add additional team members from the customer side in the loop immediately. This can be useful when dealing with a mix of online and offline communication, or when you get updates during a call or a customer meeting.
You can publish answers and participate in ticket discussions in the app the same way you would on the desktop version. Agents can post replies that are sent to the customers, and both agents and other team members can discuss tickets privately by making their ticket comments visible to other team members only. The app and email notifications will update you and your reporters about new ticket activity.
Your reporters’ experience in the app
Access existing tickets and create new ones
In most popular scenarios, external customers – reporters – receive emails about updates to their ticket statuses. In some cases, your customers may need access to their tickets or articles in the public Knowledge Base in YouTrack. Every once in a while, your reporters might need quick access to the submitted requests and public documentation. For that purpose, they can now also use the YouTrack app.
You can share your YouTrack URL with your reporters, and they can install and log in to the YouTrack app to view all of their submitted tickets and create new ones – straight from their ticket list page.
The app can help when you’re using a tablet or smartphone to collect feedback or tickets from your reporters. For example, having the device set up in a public place on company premises, or even equipping employees with mobile devices. In these cases, a mobile app is much more convenient than a web version as a way to handle feedback.
Engage with Knowledge Base articles
The app supports the Knowledge Base for your reporters as well. They can view public articles published in your helpdesk projects. With the app, it’s possible to read, browse, and comment on articles on the go.
YouTrack Helpdesk is available for YouTrack Cloud and Server customers. If you don’t have an active YouTrack subscription, you can use YouTrack for free with 10 users.
If you are already using YouTrack but have not started a helpdesk project, please feel free to check out YouTrack Helpdesk for your support team needs and create a helpdesk project in your YouTrack. You can start and use a helpdesk project with 3 support agents and unlimited reporters for free and scale up when you need it for a larger support team.
We always appreciate your feedback – please share it in the comments below, and don’t hesitate to contact our Support team if you have any questions. We’re always here to help!
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