Administration Guide

This guide helps YouTrack administrators install Customer Satisfaction (CSAT), manage the subscription, monitor response usage, and configure usage alerts.

📦 Installation

1. Install the application from the YouTrack Marketplace
2. Navigate to Administration → Integrations → Customer Satisfaction (CSAT)
3. Review your subscription status and, if needed, purchase a paid plan
4. Enable CSAT for individual projects via Project Settings (see the Project Settings Guide)

Post-Installation Step Required

After installation in Apps, navigate to the Projects tab and select all projects that should use CSAT surveys. This step is essential for the app to trigger surveys when issues are resolved.

Uninstallation

Data Loss Warning

When uninstalling the application, ALL configuration and survey data (including collected responses and project settings) is permanently deleted by YouTrack. There is no way to restore this data after uninstallation unless you map responses to custom fields.

This does not apply to plugin updates — your configuration and data are preserved during updates.

We strongly recommend using the uninstallation option wisely and only when necessary.

💳 Subscription Management

The admin panel displays the Subscription Panel where you can monitor and manage your plan.

The panel shows:

• Status: Active, Trial, Expired, or Free
• Plan: Current plan name (Free, Starter, Pro, Enterprise)
• Instance Identifier: Base URL of the YouTrack instance
• Next Billing Date: When the subscription renews
• Manual Refresh: Button to force subscription re-validation
• Manage Subscription: Link to the Paddle customer portal (for paid plans)
• Buy Subscription / Change Plan: Button to purchase or upgrade your plan
• Offline Activation: Button to activate the subscription in offline mode

Upgrading Your Plan

1. Click "Buy now" or "Change plan" in the admin panel
2. You'll be redirected to secure checkout on appfero.com
3. Select your desired plan (Starter, Pro, or Enterprise)
4. Choose Monthly or Annual billing
5. Complete payment and return to YouTrack
6. Click "Refresh" in the admin panel — your new plan activates immediately

Upgrade from Within the App

All subscription purchases and upgrades are done directly from within the YouTrack application.

Offline Activation (Custom)

For air-gapped or restricted-network environments, Custom plans support offline licensing:

1. Contact Support: Reach out to discuss your requirements
2. Receive Token: We will provide a signed offline license token
3. Activate: Paste the token into the Offline Activation dialog in the admin panel

Internet Connection Required

Standard subscription validation (Free, Starter, Pro, Enterprise Standard) requires an active internet connection. For air-gapped installations, use the Custom plan with offline licensing.

📊 Responses Usage Monitoring

The Responses Usage card in the admin panel provides real-time visibility into your monthly response consumption.

Displayed information:

Field	Description
Used	Number of CSAT responses collected this month
Limit	Monthly response limit for your current plan (or "Unlimited" for Enterprise)
Usage Level	Visual progress bar with percentage
Status Tag	Active, Near Limit (>80%), or Limit Reached

When the monthly limit is reached:

• New survey sending and response collection are paused
• Existing configuration, historical data, and dashboards remain accessible
• Usage resets at the beginning of the next calendar month

Responses Usage is also shown on Project Settings

The same usage card appears in the Project Settings widget, so project owners can track consumption without accessing the global admin panel.

🔔 Usage Alert Settings

Administrators can configure automatic email alerts when response usage approaches the plan limit.

Configuring Alerts

1. Locate the Usage Alert Settings card in the admin panel
2. Toggle Enable Usage Alerts on
3. Select a Recipient — the YouTrack user who will receive the alert email
4. Click Save

When usage reaches 80% of the monthly limit, the selected recipient receives an email notification. The alert is sent once per billing month.

🆕 What's New Feature

Administrators can view release announcements and feature highlights directly in the admin panel.

Accessing Release Announcements

1. Click the More Options menu (⋮) in the top-right corner of the admin panel
2. Select "What's New" to view recent release announcements
3. Review the changelog and dismiss when done
4. If a newer app version is available, an "Update available" option appears in the menu — click to go to the Manage Apps page

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🔧 Troubleshooting

Surveys Not Being Sent

• Check Project Settings: Ensure CSAT is enabled for the project (see Project Settings Guide)
• Verify Mail Notification: Confirm that mail notifications are toggled on in YouTrack Mail settings
• Check Limit: If the monthly response limit is reached, survey delivery is paused until the next month or plan upgrade
• Check Projects Tab: Ensure the project is selected in the app's Projects tab under Administration → Apps

Subscription Not Activating

• Refresh Manually: Click the Refresh button in the Subscription Panel
• Check Internet: Standard plans require an active internet connection for subscription validation
• Clear Cache: Try refreshing the browser page

Responses Not Counted

• Check Survey Channels: Ensure at least one feedback channel (external email or panel voting) is enabled for the project
• Verify Survey Frequency: If set to "Once per issue," a response is only collected on the first resolution

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Need More Help? Contact support@appfero.com or visit our FAQ page.