# Helpdesk Projects

YouTrack's helpdesk solution is supported using a dedicated type of project. Helpdesk projects have access to a range of special features that are not available in standard projects for issue tracking, including:

* A dedicated set of notification templates that support two-way communication with external users. For more information, see [Helpdesk Notification Templates](helpdesk-notification-templates.html).

* The ability to define and enforce a service level agreement between you and your customers. For details, see [SLA Policies](service-level-agreements.html).

* Configuration options for managing multiple channels that support communication between your customers and helpdesk agents. For instructions, see [Channels](helpdesk-channels.html).

* Customer groups for sharing tickets with multiple reporters from the same company, department, or team. For details, see [Helpdesk Customer Groups](helpdesk-customer-groups.html).

Settings that are specific to issue tracking in software development teams like VCS and build server integrations are hidden.

Helpdesk projects are also supported by a preconfigured project template. This template includes a default set of custom fields with values that are relevant to customer support along with a set of workflows that automate specific interactions between helpdesk agents and external users. To learn more, see [The Helpdesk Project Template](helpdesk-project-template.html).