YouTrack per-user subscriptions include up to 3 support agents for free. You can start using YouTrack Helpdesk for free by creating a Helpdesk project with 3 support agents and unlimited reporters – customers who submit tickets. If or when you need 4 or more support agents, you can switch to a paid monthly or annual subscription or add agents to your current subscription if you already have one.
The YouTrack Cloud trial plan includes 50 support agents in addition to 100 users and 30 GB of disk space for 14 days. After the 14-day trial period expires, your YouTrack instance will go back to the free plan with 10 users and 3 support agents.
If you need 4 or more agents, the price is $5 per agent/month for monthly subscriptions and $4.50 per agent/month for an annual subscription for support teams of 4 support agents or more.
Each support agent also requires a user license. For example, if your team consists of 30 members and 25 of them are regular users and 5 are support agents, you will pay for 30 users and 5 support agents for your YouTrack subscription. Feel free to use our YouTrack Cloud price calculator to estimate your costs.
Changing the number of paid support agents in your subscription works the same way as changing the number of users.
If you use a legacy YouTrack Cloud subscription (with user packs) and you’d like to use Helpdesk, you will need to change to the new per-user subscription. We offer an extra 3 months free in the first year if you switch to a new per-user annual subscription.