Initiate Helpdesk ticket communication with a reporter?
There are many times that we initiate requests for information from our customers and vendors that we want tracked for support reasons. We also take calls from customers and create a ticket, but then would like to link that customer to the ticket for them to receive updates. I can't seem to find any way to create a ticket that is then associated with any specific reporter. Is this something that can be done via a workflow or something else? I'm evaluating YouTrack, so I'm new to (or completely unfamiliar with) some of the advanced features and what capabilities they may offer.
Thanks!
Ryan
Please sign in to leave a comment.
Hi!
I'm Sergey from the YouTrack team.
Currently, you can create a new ticket using the 'New ticket' button on the Helpdesk tab or by accessing the ticket from directly. In the form, you can provide an email address of the reporter, thus creating a ticket on their behalf.
The only thing here is that it doesn't let you select an existing reporter in the form. Thus, a new unverified reporter account with the provided email will be created for each such request. Yet, once the user opens the ticket and verifies their identity, their original account will become the reporter of the ticket.
I've also created a feature request to just let you preselect an existing reporter when creating a ticket: https://youtrack.jetbrains.com/issue/JT-74798/Helpdesk-option-to-create-tickets-on-behalf-of-a-reporter. If interested, please feel free to vote for this issue. This helps us gauge how much impact this feature will have on our customer base, and you’ll also get subscribed to the issue’s notifications. To do so, sign in to JetBrains YouTrack and hit the thumbs-up icon.