Projects

From ticket to project: moving requests to a board and getting approval

Updated

From ticket to project

Some tickets aren't a quick answer. They're work with steps: set up a new store, build a report, change a process. Move those to a project board, where the work can be planned and tracked, while the customer's ticket stays linked.

Moving a ticket to a board

  1. Open the ticket. At the bottom of the right-hand panel, under Project board, click Move to board.
  2. Choose the project, and check the card title (it starts as the ticket subject).
  3. Optionally set the priority, members, tags, and the stage and status the card starts in.
  4. Click Move to board.

What happens next:

  • A card is created on the board. Its description holds the source ticket, the requester and the customer's message.
  • The ticket is set to Pending, and the customer gets an automatic reply saying the request has been picked up. The ticket then waits on the project, with its SLA clock paused.
  • The ticket shows a note with the card number, and Project board links to the card (View on board). The card shows Linked ticket and links back.

Asking the customer to approve the work

When the card has a customer (cards from tickets always do), Send approval request appears in the card's actions. It emails the customer a link, and the card's status becomes Awaiting Approval.

The customer opens the link (no login needed), sees the work to approve, and clicks Approve or Reject. The link expires after 7 days.

  • Approved: the card moves to Ready, or your To Do stage's first status. The linked ticket shows a note.
  • Rejected: the card moves to your Done stage. The linked ticket shows a note.

Either way, the card's creator and members are notified. Customers also see their pending approvals when they sign in to the customer portal.

Notify on complete (on the card) emails the customer when the card is finished.

Change requests from the portal

A customer can raise project work themselves from the customer portal, with Submit a change request. To let a contact do this, open the contact and turn on Allow change-request submissions. Contacts who belong to a project's segments can submit them too. Change requests arrive as cards on the project board.