❓ Frequently Asked Questions
📌 General Questions
What is Custom Ticket Views?
Custom Ticket Views is a YouTrack application that provides customizable ticket views for reporters. It allows administrators to configure which fields are visible and enables reporters to personalize their ticket viewing experience with search, sorting, and column customization.
Does this work with my YouTrack instance?
YouTrack Helpdesk Required
This application is designed specifically for YouTrack Helpdesk projects. It will not function properly without the Helpdesk module enabled in your YouTrack instance.
The application works with:
- YouTrack Cloud (with Helpdesk enabled)
- YouTrack Server (with Helpdesk enabled, version 2025.3.110568 or later)
Why is the minimum version 2025.3.110568?
This version requirement is due to technical limitations in the YouTrack API.
What about older YouTrack versions?
If you're running an older version of YouTrack:
- Upgrade Recommended: We strongly recommend upgrading to 2025.3.110568 or later
- Contact Support: If upgrading is not possible, contact support to discuss alternative solutions
- No Workarounds: We may not be able to provide workarounds for older versions due to API limitations
Can I test before purchasing?
Absolutely! We offer a 30-day free trial with full feature access. No credit card required.
How do I install the application?
- Install from the YouTrack Marketplace
- Navigate to Administration → Integrations → Custom Ticket Views Configuration
- Start your 30-day free trial
- Configure fields and access control
- Important: After installation in Apps, navigate to the Projects tab and select all Helpdesk projects to ensure the application works correctly
See the Admin Guide for detailed setup instructions.
What happens after my trial expires?
If your trial expires without an active subscription:
- Reporter View Disabled: Users can't access the custom ticket view
- Admin Access Maintained: Administrators can still access configuration
- Data Preserved: All your configuration is saved and restored when you subscribe
See Subscription & Pricing for more details.
What happens if I uninstall the application?
Data Loss Warning
When uninstalling the application, ALL configuration data (including both individual user settings and other configuration data) is permanently deleted by YouTrack. There is no way to restore this data after uninstallation.
This does not apply to plugin updates - your configuration is preserved during updates.
We strongly recommend using the uninstallation option wisely and only when necessary.
🌐 Internet Connection & Offline Access
What happens when there's no active internet connection?
Internet Connection Required
Subscription validation requires an active internet connection. The application cannot function without internet access in the current version.
Can I use this on-premises without internet?
Not in the current version. The application requires internet connection for subscription validation. For on-premises installations without internet access, please contact support to discuss possibilities of custom licensing options.
✨ Features & Functionality
Can reporters save their column preferences?
Not in the current version. Column visibility preferences are session-only and reset when the reporter closes the browser.
However, saved presets are planned for future release, which will allow reporters to:
- Save multiple custom views
- Switch between presets
Can I filter tickets by custom fields?
Not in the current version. The application supports full-text search.
However, advanced filtering is planned for future release, which will allow:
- Filter by State, Priority, Type, etc.
- Multiple filter criteria
- Saved filter presets
Help us prioritize features by submitting your feedback.
What field types are supported?
All YouTrack field types are supported. See the Admin Guide for a complete list with examples.
Why do I see tickets created by Agents in my Custom Ticket Views?
Agent License Behavior
Users with an Agent license who create tickets on behalf of other users will see those tickets in their Custom Ticket Views. This is expected behavior based on how YouTrack handles ticket ownership and visibility.
💬 Support & Contact
How do I get help?
- Documentation: Browse our comprehensive guides
- Email Support: support@appfero.com
- Support channel: appfero-support.youtrack.cloud
Can I request new features?
Yes! We welcome feature requests. Submit your ideas and help us build the features you need.