Will I still receive priority support if I open the ticket manually directly from the JetBrains YouTrack website?
From what I understand, Zendesk is used, and it can detect my account’s license and give me priority. However, YouTrack recommends using this link for support requests.
But if I open a ticket directly from here using the same account, do I still get the same priority as I would if I opened it from the official form provided?
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Hi Paolo,
I'm Dmitrii from the YouTrack Team. Thanks for the question!
The priority-based SLA applies only to tickets submitted through our main Zendesk support channel. When you use the official support form, your JetBrains account is checked, and your ticket is routed based on your license type.
Community forum posts and issues created directly in youtrack.jetbrains.com are not part of the Zendesk channel, so they don't carry an SLA or automatic priority detection.
To ensure your tickets receive the correct priority, please use the official support form. You can find the full response time breakdown in our SLA and support channels article.
Let me know if you have any more questions!