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.
The ability to define and enforce a service level agreement between you and your customers. For details, see SLA Policies.
Configuration options for managing multiple channels that support communication between your customers and helpdesk agents. For instructions, see Channels.
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.