YouTrack Helpdesk

Support your external customers or maintain a service desk for internal users with helpdesk projects

Unlimited reporters and 3 agents for free.
Cloud or server – YouTrack your way!

Get a 25% discount on your YouTrack Helpdesk when you migrate from another helpdesk tool

Let YouTrack Helpdesk streamline your customer support service

Get the essentials to organize your support or service desk processes in YouTrack and save your team the time and effort of switching context – support tickets are easily managed next to other projects in your organization.

Support agents
team

Collect all requests from various channels – emails, websites, and external or internal portals. Customize an online form to get the information you need from your customers and embed it on your site.

Manage your tickets easily with special views for agents, answers and signature templates, internal comments and external answers, SLA controls, and workflow automations.

Your external and internal customers

There is no limit to the number of customers supported for free. Your reporters (customers) get updates on their requests via email or in a convenient overview of the tickets in YouTrack.

Publish a knowledge base for your customers. Create FAQs and be sure your customers will find answers with powerful search options, participate in discussions, and much more.

Other team members and managers

Using internal comments, collaborate with other team members. Other users can help with your tickets without losing time by switching context or tools. Helpdesk projects are kept right next to other projects in YouTrack.

Your colleagues can get an overview of your support projects with reports and customizable dashboards.

All the customer support features you need in one place

Maintain your email support channels
Collect tickets via online forms
Manage support tickets efficiently
Discuss tickets with your team and easily publish answers
Set up templates for answers and more
Communicate with customers
Invite your customers to YouTrack
Help customers find answers in the Knowledge Base
Automate support with workflows
Set up service-level agreements
  • Maintain your email support channels

    Handle tickets sent to dedicated mailboxes by selecting the support email address, and get all emails as tickets in YouTrack.

  • Collect tickets via online forms

    Customize the online form to define what information you need to collect from your customers and embed it on your web page or portal.

  • Manage support tickets efficiently

    Support an unlimited number of customers with streamlined features in a dedicated helpdesk project view for support agents.

  • Discuss tickets with your team and easily publish answers

    Discuss tickets with your team in internal comments and when you’re ready, publish the answers for your customers. Don’t worry, you have 60 seconds to undo publishing in case of a mistake.

  • Set up templates for answers and more

    Automatically add agent signatures, set up team templates for answers by support agents, and filter spam.

  • Communicate with customers

    Answer the tickets in YouTrack — your customers will always get a reply for their requests via email in addition to a ticket update in YouTrack.

  • Invite your customers to YouTrack

    Your customers will get an overview of all of their tickets in YouTrack and can collaborate directly with your team.

  • Help customers find answers in the Knowledge Base

    Publish FAQs and documentation for your customers in the external Knowledge Base. Embed all types of content, including video, graphics, and more. Using full-text search or filter, your reporters can quickly find any public article.

  • Automate support with workflows

    Route requests to the appropriate team or agent based on the type of request using YouTrack workflows. You can create workflows in the visual editor or program them in JavaScript, and make YouTrack Helpdesk follow your process – for example, automatically remind agents about upcoming deadlines, update ticket fields, and more.

  • Set up service-level agreements

    Define goals for handling customer requests in a timely fashion with service-level agreements. In YouTrack, SLA policies define the time goals for replies from agents and request resolution.

Check out our live demo detailing reporters’ and support agents’ experiences with YouTrack Helpdesk and tips for administrators on setting up helpdesk projects.

Start with YouTrack Helpdesk now for free

1-3 Support Agents

Unlimited Reporters

1-10 Users

Cloud
Free AI Assistant

Free ticket-based helpdesk solution for small teams

Free
 

4+ Support Agents

Unlimited Reporters

11+ Users

Cloud
Free AI Assistant

Expand your service by adding more agents to your subscription at any time

$4.40
or less
user/month
$5.00
agent/month

1-3 Support Agents

Unlimited Reporters

1-10 Users

Server
Free AI Assistant

Free ticket-based helpdesk solution for small teams

Free
 

4+ Support Agents

Unlimited Reporters

11+ Users

Server
Free AI Assistant

Expand your service by adding more agents to your subscription at any time

$5.00
agent/month

What our customers say

Tom Kirstein

Tom Kirstein

Managing Partner, Mind Over Data

YouTrack by JetBrains is amazing. Moved to it from Confluence and its sister programs 3 years ago.

Michael Hedgpeth

Michael Hedgpeth

NCR

YouTrack puts users first, makes common workflows easy, and is a pleasure to use. If you want to simply get things done, go with YouTrack.

@rosshawkins

@rosshawkins

 

Really enjoying using @youtrack from JetBrains, <3 all the inline editing and the command dialog is so handy.

Marvin Burman

Marvin Burman

testhub.com

YouTrack is a very stable and consistent product. We value its rich functionality, speed and efficiency.