Docs · topic 5 of 12 · agent

Projects

Group bigger work into a project, hand out tasks, watch progress, get told when things finish.

What a project is

A project is a container for a piece of work that's bigger than one ticket — a Wi-Fi refresh, a store opening, a quarter's preventive maintenance. Its tasks are ordinary tickets with the project attached, which means every task sits on the wall, shows on the dispatch board, and can be replied to by email like anything else. There's no second system to keep in sync.

Creating one

Projects → + New project. Give it a name, what it's for, a project manager (defaults to you), a department, and a target date. Tasks inherit the department and the target date unless they get their own.

Adding tasks

On the project page:

Add a task — title, assignee, size, priority, type, due date. One at a time.
Add several at once — paste a list, one task per line. Shortcuts on any line:
@name assigns it (first name, full name, or the start of their email)
!high / !critical / !low sets priority
#3 sets size (1–5)
^2026-10-01 sets a due date

Example:

  Order the access points
  Mount APs in the warehouse @adrian #3
  Cut over the SSID !high ^2026-09-30

Tasks can also be created from + New ticket by picking the project, and any existing ticket can be moved into a project from its edit panel.

Who can do what

	Project manager	Admin / dispatcher	Other agents
Edit name, description, dates, status	✓	✓
Assign tasks to anyone	✓	✓	only to themselves
Change the project manager		✓
See every task in the project	✓ (regardless of "Can see")	✓	only their own

Watching it

The project page shows a progress bar (done / total), the number of overdue tasks, a task table sorted open-first by due date, and Load by person — task sizes summed per assignee, the same points the dispatch board uses. Use it before assigning the next task.

Notifications

The project manager is notified (bell in the top bar, and email when outgoing mail is on):

when a task in their project is marked done by someone else, with how many remain;
when the last task is done, prompting them to mark the project finished;
when a project is handed to them.

Anyone assigned a task is notified too.

Finishing

Mark project done on the project page. Its tasks stay where they are (done tasks are already off the wall). Put a project on hold to keep it out of the active list without closing it.

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