Project

A project is the collaboration boundary in a workspace, with its own key, members, billing client, collaborating clients, and billing mode.

Written for
user, admin, integration-developer
Roles
Requires
Feature
projects

A project is where tickets are worked and time is logged. It is the collaboration boundary: it has members, one billing client, and optionally collaborating clients. A workspace Member sees the tickets on the projects they belong to; a client user sees a project only when elevated on it or when their client bills through it. Every ticket that carries time must be in a project. A ticket without a project sits in the shared Inbox until it is routed.

How it relates to other concepts

  • The billing client is the client new tickets are billed to by default. "Internal work (no client)" means the project bills nobody.
  • Collaborating clients are other clients on the same project: their users can be elevated, and individual tickets can be billed to them.
  • Members hold a project role, Member or Project manager, with an optional consultant category override.
  • The billing mode, rate cards, and billing policies can be set per project.
  • Agent accounts are members of every project.

Rules

  • The key is 1–32 lowercase letters, digits, and hyphens, unique in the workspace, part of the project's address, and fixed after creation. The name is 1–120 characters; the description up to 2 000.
  • Only an Owner or Admin creates a project or changes its billing client and billing mode. A workspace-user Project manager may change the name, description, collaborating clients, and members.
  • Projects are archived, never deleted.
  • Moving a ticket into a project that would reset its billing client needs an Owner or Admin to confirm the reset.
  • Every workspace user can list all projects; ticket visibility still depends on membership.

Example

retail-shop bills Nordic Retail and lists Nordic Retail's logistics partner as a collaborating client. Most tickets bill Nordic Retail; a ticket about the partner's integration is billed to the partner instead, and the partner's elevated users see only tickets billed to them.

  • Create a project Create a project, choose its key and billing client, set the billing mode, and understand what a project decides for the tickets inside it.
  • Manage project members Add workspace users to a project, elevate client users, change project roles, override the consultant category, and remove members.
  • Collaborating clients Add a second client to a project so its users can be elevated and its tickets can be billed to it, and understand how visibility is scoped on multi-client projects.
  • Move a ticket Move a ticket to another project or route it out of the Inbox, and what happens to its billing client, viewers, conversation, links, and logged time.
  • Billing mode Billing mode says when a ticket's time becomes billable, per period as time and materials, or when the ticket closes as a deliverable; it is set on the project and can be overridden per ticket.