What Is a Project?
Projects are used to track multi-step work — client deliverables, internal initiatives, or linked groups of tickets. A project has tasks, milestones, team members, and can be linked to a customer and multiple helpdesk tickets.
Creating a Project
- Go to Projects in the left navigation.
- Click + New Project.
- Fill in:
- Title (required) — e.g. "Acme Corp — Network Refresh Q3".
- Description — scope, goals, and any relevant context.
- Status — Planning, Active, On Hold, Completed, or Cancelled.
- Customer — link to a CRM customer.
- Contact — the primary contact at the customer.
- Start Date / Target End Date — timeline for planning.
- Team Members — add the agents and managers involved.
- Click Create Project.
Auto-Created Projects
If a ticket type has Auto-Create Project enabled, creating a ticket of that type without a linked project automatically creates a companion project and links them together. The project title defaults to the ticket title; you can edit it afterwards.
Project Statuses
| Status | Meaning |
|---|---|
| Planning | Project scoped but work not started. |
| Active | Work is in progress. |
| On Hold | Paused, awaiting external input. |
| Completed | All tasks done, deliverables signed off. |
| Cancelled | Project abandoned. |
Linking Tickets to a Project
On the ticket detail page, find the Project field in the right-hand panel and select the project. The ticket then appears on the project's Linked Tickets panel, and the project badge appears on the ticket.
Alternatively, on the project page, click + Link Ticket to search for and attach an existing ticket.
Archiving Projects
Completed or cancelled projects can be archived to keep the active projects list clean. Archived projects remain searchable. Open a project and click Actions → Archive.