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Projects

Group tickets by team or service: create a project, choose who is on it, keep it private, set its defaults and archive it.

Sidebar → Projects

A project is a group of tickets with its own team, defaults and settings, usually one per team, service or queue. Every ticket belongs to one project, and its key (SUP-42) starts with that project's key.

Create a project

Owners and Admins can create projects.

  1. Choose + beside Projects in the sidebar, or New project on the All projects page.
  2. Enter a Name (2 to 80 characters).
  3. Check the Key: 2 to 10 capital letters or digits, suggested from the name until you edit it. Keys are unique in the workspace and cannot be changed later.
  4. Pick a Kind: Software, Support, Internal or Customer success.
  5. Choose Visibility (see below), a Color and an optional Description.
  6. Choose Create project.

You become the project's lead and its first team member, and it gets the workspace's default workflow.

Public and private projects

  • Public: every member of the workspace can see the project and its tickets.
  • Private: only people on the project's team, plus Owners and Admins, can see it. Its tickets, comments and reports are hidden from everyone else, including in search.

Guests are different: they only ever see the projects they were added to, public or not. Visibility is chosen when the project is created.

Inside a project

A project's page has tabs for its Overview, its ticket list, Board, Insights, Team and Activity, plus Settings if you can change the project. The header also links to the project's Docs and lets you star it.

The project team

Open the Team tab. Owners, Admins and the project lead can add and remove people:

  1. Pick someone from Select member to invite…. Only existing, active workspace members are listed.
  2. Optionally give them a team role (such as a job on this project), then choose Add.
  3. Change a person's team role from the list, or remove them with the cross.

Team roles are labels describing someone's part on the project; the list is managed in Settings → Team roles. They do not change permissions: that is the workspace role.

The project lead cannot be removed from the team. Choose a different Project lead in the project's settings first. The team also decides who appears when you pick an assignee for the project's tickets.

Project settings

The Settings tab holds:

  • General: Project name, Description, Project lead and Color. The key is shown but cannot be edited.
  • Workflow: the Default workflow, a workflow per tracker (available on plans that include custom workflows), and the Default assignee and Default priority for new tickets.
  • Custom fields: which of the workspace's custom fields appear on this project's tickets.
  • The portal section: whether requesters may report incidents to this project through the public portal, with the link to share. See Customer portal.
  • The satisfaction section: whether requesters are emailed a short survey when their ticket is resolved. See Satisfaction surveys.
  • Source control: linking repositories. See Source control.
  • Danger zone: archiving.

Choose Save changes at the bottom to keep your edits.

Archive a project

  1. Open the project's Settings and scroll to Danger zone.
  2. Choose Archive, then Yes, archive.

The project leaves the sidebar and moves to Archived projects on the All projects page. Its tickets and history are kept. There is no button to unarchive a project today.

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