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YouTrack Help Desk

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Samuel Knowlton edited this page Oct 28, 2026 · 3 revisions

Most leagues handle questions through a shared inbox — an address like info@yourleague.org, or simply the personal email the registrar. It works, until it doesn't: messages get buried, it is never quite clear who has replied to whom, and when a volunteer steps down, the history too often goes with them.

inLeague offers its leagues a free service to fix that: we will set up a support help desk for your league, built on YouTrack — the same software that runs inLeague's own support — and connect it to your league's email and/or the "Help" button in your inLeague app. This page explains how YouTrack works, what the setup involves, and what is included at no cost.

How YouTrack Works

  • Every request becomes a ticket. When someone emails your league's support address, YouTrack saves the message as a numbered ticket — the question, the sender, any attachments, and the entire conversation so far, all in one place.
  • Your team replies from one shared queue. The volunteers who handle questions each get an account. They open a ticket, write a reply, and the reply goes back to the sender as an ordinary email from your league's address. The person asking never needs to sign in or learn a new system.
  • Nothing gets lost, and nothing is personal. Tickets can be assigned to a specific volunteer and given a status (New, In Progress, Resolved) and a category (Registration, Referees, Fields, and so on). Everything stays searchable for years to come, no matter which volunteer handled it.
  • It works anywhere. Agents use the help desk in a web browser or with the free YouTrack mobile app for iPhones, iPads, and Android devices.

Option 1: Email Support (Up to Three Agents)

The most common setup connects your help desk to a league email address. The free plan includes up to three support agents — the volunteers who answer requests — and unlimited reporters: the parents, coaches, and players who write in. Reporters never need accounts; they just send email.

The process looks like this:

  1. We create your help desk. inLeague registers a private YouTrack workspace for your league. It runs on YouTrack's free plan, at no cost.
  2. We connect your email. You choose the address your league will use — keep an existing one such as info@yourleague.org, or up a new one. Messages sent to that address are routed into the help desk, and replies go back out from the same address in the same email conversation, so for the parent it looks like ordinary email.
  3. We set up your agents. You provide the names and email addresses of up to three volunteers. We create their accounts and walk them through the basics.
  4. We test it with you. We send a test request, watch it become a ticket, reply to it, and confirm the reply arrives as email.

After that, your league has one shared queue instead of several inboxes — and if a volunteer moves on, the tickets and their history stay with the league.

Option 2: The "Help" Button in Your inLeague App

The inLeague app already gives users a fast way into support: the Help and Feedback button (the question-mark icon in the app header) opens a short request form rather than asking people to compose an email from scratch. By default, it goes to inLeague support, but many of the requests we get are about team placement or registration -- items for your league rather than the software developers.

inLeague can add a tab on that page, in your league's app, pointing at your help desk:

  • Anything submitted through the button becomes a ticket in your league's YouTrack — right alongside your email requests. You can use email only, the button only, or both.
  • The form arrives pre-filled with the sender's name and their logged-in email address.

Features and Customization Included with the Free Plan

The free plan is not a stripped-down version: JetBrains provides the same feature set as its paid plans, under two limits — up to 10 user accounts (including up to 3 help desk agents), and no custom logo. For a league's support desk, that includes:

  • Email and web form channels — the two ways for requests to reach you, described above.
  • Up to 3 support agents, unlimited reporters.
  • Custom fields and statuses — add your league's own categories (e.g., Registration, Referees, Fields) and statuses (e.g., New, Waiting on Parent, Resolved).
  • Automation — for example, an automatic "we received your message" reply, rules that route tickets to the right volunteer, or reminders about tickets that have gone unanswered.
  • A knowledge base — write once-answer-many articles for common questions, and optionally publish them for your families.
  • Search, saved filters, reports, and dashboards — find any past request in seconds and see at a glance how many tickets are open and how quickly your team is responding.
  • Mobile apps for iPhone, iPad, and Android, plus integrations with other tools (for example, Slack).
  • 30 GB of file storage for email and attachments.

Your league's workspace is independent and private, and you decide which volunteers have access. Most leagues will never outgrow the free plan (you'd need more than three people answering help requests!)

Getting Your Help Desk Set Up

To get started — or just to ask questions — contact inLeague Support at support@inleague.org and mention that you are interested in the YouTrack help desk. We will:

  • create the workspace and connect your email address,
  • set up accounts for up to three support agents,
  • and walk your team through the first few requests so everyone is comfortable.

If you would like the Help button in your app connected as well, let us know — we will arrange it as part of the same setup.

Common Questions

  • Do parents, coaches, or referees need to sign up for anything? No. They send email (or use the Help button) as they always would; no accounts are needed to ask a question or reply.
  • What does it cost? Nothing. The workspace runs on YouTrack's free plan, and inLeague's setup service is included in our platform fees.
  • Can we keep our current email address? Yes. Most leagues keep the address their members already use, and replies will come from that same address.
  • Who can see our tickets? Only the volunteers you invite can read and answer tickets — access to your league's help desk is yours to control.

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