YouTrack Helpdesk Online Demo

Introduction

This tutorial provides a comprehensive guide on using YouTrack Helpdesk for support teams and internal service desks. It covers essential functionalities for various stakeholders, including external customers, support agents, and project administrators. By following these steps, you will learn how to effectively submit tickets, manage workflows, and set up helpdesk projects.

Step 1: Understanding YouTrack Helpdesk Capabilities

• Familiarize yourself with the key features of YouTrack Helpdesk:
  • Ticket submission and response flow for external customers.
  • Tools available for support agents to streamline their work.
  • Reports and overviews for team members involved in support processes.
• Review licensing options and pricing for YouTrack Helpdesk to determine what fits your needs.

Step 2: Submitting Tickets as a Reporter

• Access the YouTrack portal to submit tickets.
• Follow these steps to submit a ticket:
  1. Navigate to the ticket submission page.
  2. Fill in the required fields, including issue description and priority.
  3. Submit the ticket and await a response from support agents.
• Check the public knowledge base for solutions before submitting a ticket.

Step 3: Tools for Support Agents

• Learn how to manage tickets effectively:
  • Access the ticket list to see all submitted tickets.
  • Utilize search and filtering options to find specific tickets.
• Use the following ticket management tools:
  • Reply templates for consistent responses.
  • Agent signatures for personalizing replies.
  • Add internal and external comments for better communication.
  • Link and create connected tickets as needed.

Step 4: Managing Service-Level Agreements (SLA)

• Understand the importance of SLAs in your support process:
  • Define and configure SLA policies based on your team's requirements.
  • Monitor SLA compliance to ensure timely responses to tickets.

Step 5: Administering Helpdesk Projects

• Create a new helpdesk project:
  1. Go to the project settings in YouTrack.
  2. Select 'Create Project' and fill in the necessary details.
• Manage roles within helpdesk projects:
  • Assign roles to team members based on their responsibilities.
• Set up custom fields:
  • Determine which additional fields are needed for ticket tracking.
  • Create and configure these fields in the project settings.

Step 6: Collecting Tickets

• Set up channels to collect tickets:
  • Configure email forwarding to automatically create tickets from email requests.
  • Create online forms for users to submit tickets directly through your website.

Step 7: Automating Support Workflows

• Implement workflows to streamline support processes:
  • Identify repetitive tasks that can be automated.
  • Use YouTrack's workflow automation features to reduce manual workload.

Conclusion

In this tutorial, you learned how to navigate YouTrack Helpdesk, from ticket submission to project administration. By implementing these steps, you can enhance your support team's efficiency and improve overall user satisfaction. For further exploration, consider diving deeper into workflow automation features and SLA management settings to optimize your helpdesk operations.