YouTrack 2023.1

YouTrack Helpdesk allows you to support your external customers or maintain a service desk for internal users.
April 27, 2023
New Version

Features

  • Helpdesk projects - Added a new type of project in YouTrack. Your support agents now get the essentials to organize your support or service desk processes. Whether it's your external or internal customers, YouTrack Helpdesk supports unlimited reporters. To send requests, your customers can now use email or a customizable form that can be a part of any web page or portal. Your team members save the time and effort of switching between contexts as the support tickets are easily managed alongside other projects in your organization.
  • Knowledge Base improvements - Improved searching in the Knowledge Base. You can now use filters or queries to find precisely what you want. Additionally, tags are now available, not only for tasks, but also for articles in the Knowledge Base. You can filter articles by tags and share the search result with your colleagues via a direct link. For article authors, YouTrack now suggests similar articles already available in the Knowledge Base, so you can see what information is already documented on that subject and organize similar articles together.
  • Zendesk integration update - The integration between Zendesk and YouTrack helps keep customer communication synced between both tools. When a new ticket appears in Zendesk, the integration creates a new ticket in YouTrack. The ticket in YouTrack has a link to the corresponding ticket in Zendesk. Ticket updates are now synced both ways, changes from YouTrack are synced to Zendesk and vice versa.
  • Miro boards and Google Drive video support - You can now embed Miro boards or videos stored on Google Drive in both your tasks and articles in Knowledge Base, and work with the embedded content without ever leaving YouTrack.
  • Other enhancements
    • Design update - Improved the look and feel and experience for all YouTrack users.
    • Mailbox integration improvement - Improved both performance and reliability when working with emails to make sure your mailbox integrations and communication with your customers in Helpdesk projects work effectively. For YouTrack administrators, a view to check the status of the mailbox integration and control the flow of processed emails has been added.
YouTrack 2023.1
YouTrack Helpdesk

YouTrack

Powerful project management for all your teams.

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