Helpdesk - roles - Reporter

Created November 20, 2025 12:59

Hello,

Our company is currently switching to YouTrack, where we plan to mainly use the Helpdesk feature to receive tickets from our clients.

However, during the configuration process, we encountered an issue regarding external users (Reporters) and ticket visibility. By default, a Reporter can only see their own tickets.

If I adjust the permissions to allow a Reporter to see all requests in a given project (Helpdesk)—so they can see requests created by their colleagues (other reporters in the same Helpdesk)—they simultaneously gain access to our company's internal private comments made by users with the "Agent" role.

If I uncheck the "Read Issue Private Fields" permission, it also disables the external user's ability to see requests created by their colleagues.

Currently, it seems the Reporter either sees everything (including private notes) or only their own issues, which is not ideal behavior for us.

We have managed to find a workaround using a workflow (script), but I would like to know if this is the intended behavior for Reporter permissions or if this is a bug?

Private comments within tickets are crucial for our internal communication, but right now, it seems impossible to use them without the Reporter seeing them as well if we want them to see their colleagues' tickets.

Thank you.

3 comments

Sergey Merzlov

Created November 25, 2025 16:03

Official comment

Hi there,

I'm Sergey from the YouTrack Team.

Currently, the only recommended approach to share tickets between reporters is via the CC field. You can add colleagues to specific tickets using this method: Add Users in CC.

We have related feature requests to improve this workflow:

Introduce client organizations for helpdesk - this would allow organizations to view all their tickets
Allow adding predefined CC to every helpdesk ticket - this would automate the CC process

Please feel free to vote for these issues. Your vote helps us measure feature demand and automatically subscribes you to updates. To do so, sign in to JetBrains YouTrack and click the thumbs-up icon.

As a side note, it's not recommended to update the Reporter role to avoid breaking any helpdesk processes. This role will also become immutable in one of the upcoming updates.

Let me know if you have any other questions!

Stanislav Opletal

Created March 05, 2026 09:26

I would like to ask whether the upcoming update will include an expansion of permissions for the Reporter role? Currently, these permissions are quite strict and limited.

Specifically, we are looking for the following capabilities:

Linking Tickets: The ability for a Reporter to link tickets that they have created themselves (restricted only to their own tickets).
Field Editable by Reporters: We would like to know if there are plans to allow Reporters to edit specific fields within the ticket (in the sidebar UI where priority, assignee, etc., are displayed). We are specifically referring to custom fields created for our internal processes. It would be very helpful if the client (Reporter) could modify certain values, such as the status of a helpdesk ticket or other custom parameters.

Thank you.

Sergey Merzlov

Created March 05, 2026 15:42

Hi Stanislav,

Thanks for reaching out!

Reporter-type users are free and unlimited in YouTrack, so their functionality will remain limited. However, we're planning to improve the helpdesk reporting flow for standard users in the 2026.1 release, including changes like:

Along with various other smaller improvements. If you need more customization and access options for your users, you can upgrade their user type to standard users while still maintaining the helpdesk experience. Standard users have a full range of customization options and can perform actions like linking tickets or updating fields depending on their permission setup. You can learn more about the differences between user types in our User Types documentation.

Let me know if you have any questions!

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