Manage User Types
With the Helpdesk solution in version 2023.1, YouTrack introduces user types. User types add another dimension to access management in helpdesk projects in YouTrack. Combined with roles and group memberships, user types give you more options to manage user access in YouTrack.
On the Users page, you can see the list of all users with their user types.
Use the buttons on the right to select or deselect particular user types. For example, this helps when you need to see only the agents or filter out the reporters.
User Type Overview
There are three user types in YouTrack: standard users, agents, and reporters.
Standard users are staff members who don't have the option to post any public comments in helpdesk projects. They can use YouTrack features according to their roles and group memberships.
Agents are staff members who can publicly reply to requests submitted by reporters in helpdesk projects. They can use YouTrack features according to their roles and group memberships.
Reporters are external users that submit requests to the helpdesk.
Starting with the new licensing model of 2023, the number of users of each type affects the subscription price. For more details about licensing, see https://www.jetbrains.com/youtrack/buy/#cloud.
Below you can find a table comparing three user types. For details, see the full descriptions of each user type below.
Feature | |||
|---|---|---|---|
Requires a user license | Yes | Yes | No |
Requires an agent license | No | Yes | No |
Can post public comments in helpdesk projects | No | Yes | Yes |
Has access to issues and standard YouTrack features | Yes | Yes | No |
Has access to public knowledge base articles | Yes | Yes | Yes |
Can have role assignments | Yes | Yes | No |
Can be added to the project team | Yes | Yes | No |
Standard Users
Here you can find information about standard users in YouTrack.
Feature | Description |
|---|---|
Access to standard YouTrack features | Standard users can work with all standard YouTrack features such as issues, articles, search, boards, dashboards, reports, and others. However, they have limited access to features in helpdesk projects. |
Helpdesk and non-helpdesk projects | Standard users may work on helpdesk as well as non-helpdesk projects. In helpdesk projects, standard users can view tickets and post internal comments according to their permission level. They can't post any public comments in tickets. In any project, standard users may be part of the project team and work on issues. |
Access management | Standard users can use YouTrack features according to the level of permission granted to them by the administrator. The system administrator can grant various roles to standard users and control their permissions. For more details about role management, see Roles. |
Licensing | Each unbanned standard user account takes up one user license. For details about the new licensing and pricing model introduced with version 2023.1, see https://www.jetbrains.com/youtrack/buy/#cloud. |
Agents
Here you can find information about agent users in YouTrack.
Feature | Description |
|---|---|
Access to standard YouTrack features | Agents have the same access to the standard YouTrack features as standard users. |
Helpdesk and non-helpdesk projects | In non-helpdesk projects, agents act like standard users. Agents can access YouTrack features according to their roles and group memberships. In a helpdesk project, the project administrator can add any user to agents in this particular project. This option is available if the number of free agent licenses allows it. Users that are added to agents in a helpdesk project can reply to tickets in this project and communicate with reporters via email. |
Access management | Like standard users, agents can use YouTrack features according to the level of permission granted to them by the administrator. The system administrator can grant various roles to agents and control their permissions. For more details about role management, see Roles. |
Licensing | Each unbanned agent user takes up one agent license. For details about the new licensing and pricing model introduced with version 2023.1, see https://www.jetbrains.com/youtrack/buy/#cloud. |
Reporters
Here you can find information about reporter users in YouTrack.
Feature | Description |
|---|---|
Access to YouTrack features | Reporters are customers or external users who submit tickets to helpdesk projects. Their access is limited to their tickets and public articles in helpdesk projects. Reporters can communicate with agents through email notifications or in the comments in their tickets in YouTrack. |
Helpdesk and non-helpdesk projects | In helpdesk projects, reporters can only view their tickets and public articles in the knowledge base. Reporters don't have access to non-helpdesk projects in YouTrack. |
Access management | You can't assign any roles to reporters or add them to any user groups. Every reporter user has a fixed set of permissions in the helpdesk projects they have access to:
For more details about these and other YouTrack permissions, see YouTrack Permissions. |
Licensing | The standard helpdesk license in YouTrack allows you to involve as many reporters as you need. Reporter users take up neither a standard user license nor an agent one. For details about the new licensing and pricing model introduced with version 2023.1, see https://www.jetbrains.com/youtrack/buy/#cloud. |
Change the Type of a User
As a system administrator, you can change the type of any user, provided that your current license allows for it.
You can change the type for a user either on the Users page or in the user profile.
To change the type of a user on the Users page:
From the Administration menu, select Users.
In the Users table, locate the target user and expand the dropdown in the User Type column.
Select the new type for the user.
If your current YouTrack license allows it, the type of the user is updated. YouTrack immediately expands or restricts the access of the target user to YouTrack features according to the new user type.
If you have reached your current limit of the users of a particular user type, you will see a warning popup informing you about the license limitations.
In this case, you have two options:
Reallocate existing agent or standard user licenses between other users. To do this, change user types for other user accounts. For more details, see Manage User Accounts for Agents.
Purchase more agent or standard licenses. For details, see License Details.
To change the type of a user in the user profile:
From the Administration menu, select Users.
In the Users table, click the name of the target user.
From the User type dropdown, select the new user type.
Click the Save button.
If your current YouTrack license allows it, the type of the user is updated. YouTrack immediately expands or restricts the access of the target user to YouTrack features according to the new user type.
If you have reached your current limit of the users of a particular user type, you will see a warning popup informing you about the license limitations.
In this case, you have two options:
Reallocate existing agent or standard user licenses between other users. To do this, change user types for other user accounts.
Purchase more agent or standard licenses. For details, see License Details.