Customers organizations in Youtrack
Hello, As a software company, we are currently exploring YouTrack's Helpdesk functionalities for 1/ internal bug tracking and 2/ customers ticket submission via email.
All the bug tracking features are fine, but for customer ticket management, we need to manage customer organizations, similar to Jira. The requirements are as follows:
* Name and address, remote control information, software version, service level agreement, etc.
* Customer list with email address
When a new email ticket is associated with a customer and all customers can be notified of any changes. In addition, for each customer, we can view the ticket history.
I haven't seen how to do this with YouTrack. Is this possible, and how?
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Hi Phil! We're glad to know the bug tracking features in YouTrack work well for you.
Introducing customer organizations is a planned improvement for the helpdesk functionality in YouTrack: JT-75138. There is no ETA for its implementation and release, so you may want to give the feature your vote—this will highlight it in our tracker and also subscribe you to issue updates.
For now, you may consider using custom workarounds based on custom fields, custom workflows, and custom user attributes. As an example, you could store the name of the organization that a specific ticket reporter belongs to as a custom attribute in their user profile. A workflow could then infer the software version depending on the organization name to fill in the “Software version” ticket field that is visible to the internal team.
Other reporters can be added as the CC recipients in the ticket, making this ticket visible to them and subscribing them to public replies in that ticket. However, there is no reliable way to automate this yet, because the method is not exposed to workflows: JT-86745.
You could automate the assignment of a customer organization name value (for example, based on user attributes or email domain) to a special custom field that you can then use as a search attribute in the Helpdesk view. E.g.:
Customer: {Innovation Technology}.To check the reporting history of individual reporters, you can use the button that appears for their profile on hover: