Clarification on YouTrack Help Desk User Creation
Hi everyone,
I'm a bit confused about how YouTrack handles new users when submitting tickets via email. We are using YouTrack as our help desk system, and during the setup/integration of mailboxes, we assumed that every ticket submitted via email would automatically create a new user as the reporter (as stated here: YouTrack Help Desk License).
However, on the setup page (Mailbox Integration), it states:
"New users are allocated a license according to your subscription plan. If you have reached your per-user license limit, the users are flagged as banned. For more information, see Ban User Accounts."
Could someone clarify which of these is correct? Does every email-based ticket submission always result in a new user, or is it dependent on available licenses?
Thanks in advance!
Best regards,
Marc
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Hi Marc,
I'm Sergey from the YouTrack team.
You can connect a mailbox to fetch emails for both helpdesk and standard (non-helpdesk) projects. If the integration is set up for a helpdesk project, new users are created as Reporters. Reporters don’t require a license and are unlimited.
For standard projects, there’s an option to either create a new user or use a predefined user if the account doesn't exist. If you choose to create new users, they are created as Standard users and count toward the license limit.
For more details on user types, please check our documentation: Manage User Types.
If you have any questions, please let me know.
Hi Sergey,
Thanks for the clarification! We found the issue—our project was not initially set up as a helpdesk project, which is why every reporter was created as a user and counted toward our license limit. We recreated the project as a helpdesk project, and that resolved the issue.
Appreciate your help!
Best regards,
Marc
Hi Marc,
Thanks for the update. Happy to hear that you've resolved the issue!