YouTrack Helpdesk Online Demo

In this livestream, we dive deep into YouTrack Helpdesk's capabilities for support teams and internal service desks. We’ve included an overview of the flow for several potential stakeholders: Your external customers – reporters who submit tickets and get replies. Support agents who can benefit from a number of useful instruments to streamline their work. Any other members of your team who may be involved in support processes and other associated projects, or who may be interested in specific reports or a general overview of your support ecosystem. In the second part, we’ve included a demo for administrators of helpdesk projects showing them how to set up and organize the flow of your support projects, create signatures and answer templates, manage service-level agreements (SLA), automate support workflows, and more. 0:00 – Intro: YouTrack for various types of teams 1:03 – YouTrack Helpdesk capabilities, licensing, and pricing Your reporters’ flow 3:01 – Online demo starts: How reporters submit tickets and get replies 6:30 – Browsing the public knowledge base (for reporters). 7:40 – Accessing YouTrack so your reporters can submit tickets and get updates Tools for support agents 10:26 – Working with tickets 12:50 – Managing service-level agreements (SLA) 13:56 – Searching for and filtering tickets 15:27 – Ticket management tools: reply templates and agent signatures, revising comments, ticket visibility, internal and external comments, adding recipients to a ticket, linking and creating connected tickets. Helpdesk project administration 26:00 – Helpdesk project creation 27:33 – Managing roles in helpdesk projects 29:35 – Setting up the fields and creating custom fields 30:12 – Setting up ways to collect tickets – emails and online forms 33:28 – SLA policy configuration 35:59 – Workflows for support processes 37:19 – Overview of the created helpdesk project