Helpdesk Features for Standard Users
Standard users are registered users who have access to standard YouTrack features according to their roles and group memberships. In helpdesk projects, they can also submit tickets and take part in tickets they are allowed to view.
For many helpdesk scenarios, a reporter account gives requesters everything they need. Reporters can submit tickets, review their own requests, reply to agents, and view tickets that are shared with their customer groups. When a requester needs more control over their work in YouTrack, you can change the account to Standard user.
This can be useful for customer managers, department leads, partner coordinators, or other trusted requesters who need to follow several tickets, manage their own notifications, save searches, export ticket lists, or work in other YouTrack projects. Changing a reporter to a standard user doesn't make them a helpdesk agent.
For instructions on changing the user type, see Change the User Type.
Standard User Accounts
Standard user accounts are created by administrators, by invitation, or by changing the user type for an existing reporter account.
Unlike reporters, standard users require a standard user license. Each unbanned standard user account is counted toward the standard user limit in your YouTrack license. For details about user types and license limits, see Manage User Types and Helpdesk License.
Standard users can be assigned roles, added to regular user groups, and added to project teams. These assignments determine which projects they can access and which actions they can perform.
Standard User Access
In a helpdesk project, a standard user can submit tickets and view tickets where they are the reporter. They can also view tickets where they are added as a CC recipient or where one of their customer groups is added to the ticket.
Standard users can work with the tickets they have access to in the regular YouTrack interface. This means they can use the Issues list, table layout, visible fields, tags, saved searches, and full search syntax for helpdesk tickets. They can also export ticket lists to XLSX or CSV.
Access to fields, internal comments, reports, dashboards, and other project data is still controlled by permissions. A standard user only sees and updates the information that is available through their roles, group memberships, project team membership, and field visibility settings.
By default, a standard user can update fields in tickets they created themselves, but not in tickets that are only shared with them. Project administrators can adjust access to fields using project roles and private field permissions. For details, see Roles, Permissions, and Private and Public Issue Fields.
Tools for Standard Users
Standard users have access to the same helpdesk tickets as reporters in the same situation, plus the tools that are available to registered YouTrack users.
Feature | Description |
|---|---|
Notification settings | Standard users can manage their own notification settings in their YouTrack profile. Reporters follow the predefined helpdesk notification flow. For more information, see Notifications. |
Customer group notifications | Standard users receive email notifications for tickets shared with their customer groups by default and can opt out in their profile settings. Reporter accounts don't receive notifications for customer group tickets by default. |
Saved searches and subscriptions | Standard users can save searches for tickets they can read and subscribe to updates for matching tickets. For more information, see Saved Searches. |
Issue list and search | Standard users can use the regular issue list, table layout, visible fields, tags, sorting, and full YouTrack search syntax for accessible tickets. For more information, see The Issues List and Search. |
Export | Standard users can export the current list of accessible tickets to XLSX or CSV. For more information, see Export Issue Data. |
Reports and dashboards | When they have the required permissions, standard users can build reports and dashboards from the helpdesk tickets they can read. For more information, see Reports and Dashboards. |
Ticket history | Standard users can view the change history for tickets they can read. |
Mentions, reactions, AI Assistant, and workflows | Standard users can use these features when they are available in the project and their permissions allow it. |
Customer Groups and Regular Groups
Customer groups and regular groups serve different purposes in YouTrack.
Customer groups are helpdesk-specific groups. They let agents share tickets with reporters, standard users, and agents from the same company, department, or team. Customer groups don't grant roles or permissions.
Regular groups are used for role assignments, permissions, and project access. Reporter accounts can't be added to regular groups, but standard users can.
When a reporter is changed to a standard user, you can add the account to regular groups and project teams. You can also grant access to non-helpdesk projects when the user needs to participate in related development, operations, or planning work.
Standard Users and Agents
A standard user can take part in a helpdesk project as a requester or as a project contributor.
As a requester, the standard user submits tickets, follows their own tickets, and works with tickets shared with their customer groups. This is similar to reporter access, but with the additional tools available to registered users.
As a project contributor, the standard user can help investigate tickets according to the permissions granted in the project. Contributors collaborate through internal comments and ticket updates. Public, customer-facing replies remain the responsibility of helpdesk agents.
Standard users can't reply publicly as support staff, manage CC recipients or customer groups on tickets, create tickets on behalf of another user, or use agent-only tools like comment templates and default agent signatures. To grant these capabilities, add the user to agents in the helpdesk project. For details, see Helpdesk Agents.