Putting new helpdesk tickets into current sprint automatically

Hi Anton,

I'm Sergey from the YouTrack Team. Thanks for reaching out!

Helpdesk projects in YouTrack are designed around a support-focused lifecycle (Open → In progress → Waiting for reply → Solved) rather than sprint planning, so they work a bit differently from your dev projects. The standard approach for bridging the two is to keep them separate and escalate to the dev project when needed.

YouTrack's built-in Helpdesk workflow includes a Copy to Issue Tracker action for exactly this purpose. When an agent determines that a ticket requires dev work, they can trigger this action to create a linked copy of the ticket as an issue in a target dev project. The helpdesk ticket and the new dev issue are automatically linked to each other, keeping the connection visible in both places. You can read more about this in our documentation: Helpdesk Workflows – Copy to Issue Tracker.

If you'd still like new helpdesk tickets to be added to a sprint automatically, here are two options:

• Native board setting: In your agile board settings, under Board Behavior, enable Automatically Add New Issues to Sprint or Link Sprints to Values for Custom Field. New issues in the board's projects will be added to the current sprint on creation. See Sprint Options for details.

• Workflow rule: You can create a rule that fires when a new issue is created and uses an Apply a Command action to assign it to the current sprint — either using the visual Workflow Constructor or by writing a JavaScript-based rule. The sprint assignment command looks like this:

    add Board <Your Board Name> Current sprint

  If you're new to workflows, our Workflow Guide is a good starting point.

Let me know if you have any more questions!