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Support Tickets

  • Published on Oct 27, 2026
  • 1 minute(s) read
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The general ticketing flow is explained in Confluence. See: link

In this article we will explain the flow of a case study and provide some pointers for answering support tickets:

Tickets are assigned to operators during the daily stand-up meet, Issue assessment daily, or taken by the users themselves.
There are (for now) two services in which we receive tickets: Youtrack and Outlook. The goal is to have them replaced with one ticketing system. 

Youtrack

Youtrack (YT) will give you a Dashboard View of all tickets. This will be the view when selecting a NEW tickets in YT for assessment:
image.png

In below view you can scroll through the tickets using <Ctrl>+ < />:

image.png

Outlook

In Outlook you will see the following:

image.png

Check the inbox and categorize the mails, which are for you, to yourself. When checking, feel free to categorize the mails for others as well.

 In some cases you will have to create a Youtrack ticket from the data in the e-mail, so that we can have a record of the Client's request in Youtrack.

Creating a ticket in Youtrack

There will be situations in which you must create a Youtrack ticket. For example, when creating a Bug ticket, or creating a ticket from Outlook.
To create a Youtrack tickets:

  • Select New Issue. (1)
  • Then from the dropdown, select the area that the issue refers to ( i.e. IMS FeedBack). (2)

  •  In the Summary field, add a title of the issue, i.e., a short description of the issue. (1)
  • In the body provide a full description of the issue. Add examples, screenshots and GIFs of the found issue. Explain what you have tried, what you have found, and give as detailed description on what is happening. (2)
  • Add a tag. This is required for easier classification of the ticket. Select the most appropriate tags for the reported issue.(3)
  • Add a link, if the issue is linked to another ticket, or in case of a BUG ticket (if it is required for the original customer ticket). (4) 

Populating  the Ticket Administration

  • Priority: The priority of the ticket is setting the importance of the ticket and timeframe in which it should be resolved. Follow is the guideline for assigning priority.
  • Original Priority: Set by the Client, refers to the importance of the said ticket to the Client.