Project management is where your team organizes work that isn't a customer booking: feature requests, bug fixes, internal tasks, marketing campaigns, anything else. Each project has its own ticket list, ticket types, and team. The projects list page is the central hub for creating, editing, and archiving projects.
Getting started
Navigate to Project management > Projects from the sidebar.
How it works
A project is a container for tickets. Each project has:
- A Name customers and staff see
- A short Key (max 10 characters) that prefixes every ticket key (e.g.,
MKT-12,OPS-104) - A Description explaining the project's purpose
- A Type: either Default (any project you create) or Bookings (a system-managed project type used by the platform internally; you can't edit or archive Bookings projects)
Tickets inside a project use the project's key as their prefix and have their own customizable types, statuses, priorities, assignees, due dates, watchers, comments, attachments, subtasks, and time tracking. See Project tickets for the full ticket experience.
Step-by-step guide
Create a project
Open Project management > Projects and click Create project at the top right (requires the Update projects permission). The Create project panel slides in from the right with these fields:
| Field | Required | Notes |
|---|---|---|
| Name | Yes | The project's display name |
| Key | Yes | A short prefix used on every ticket (max 10 characters). The popover hint explains the limit |
| Description | No | A textarea for the project's purpose |
Click Create. The new project appears in the list. Press Escape, click Cancel, or click the close icon to dismiss the panel without saving.
Edit a project
- On the project list, open the three-dot menu on the row
- Click Edit project (only shown for Default projects when you have the Update projects permission)
- The Edit project panel opens with the same fields as Create
- Update any field
- Click Save
The Bookings project type is system-managed; the Edit action is hidden for it.
Archive a project
- On the project list, open the three-dot menu on the row
- Click Archive project (only shown for Default projects with the Delete projects permission)
- Confirm the prompt
- The project disappears from the active list. Tickets inside it are preserved
Open a project
- Click Go to project in the row's three-dot menu
- The project's detail page opens with the ticket list
See Project tickets for what to do once you're inside a project.
Filter the projects list
The filter bar sits under the page tabs. Click a chip to set it:
| Filter | Input type |
|---|---|
| Project name | Free-text search (contains) |
| Key | Free-text search (contains) |
| Type | Dropdown: Default or Bookings |
Views saves a filter combination for later, and saved views for this page also appear under Projects in the saved views drawer. Clear filters removes every chip. The result count on the right of the bar updates as you filter. When no project matches, the list reads No projects match your filters.
Change rows per page
- Use the per-page dropdown at the right end of the filter bar
- Pick 5, 10, 25, or 50
- The current page resets and the table re-queries
Reference
Project list page
| Element | Description |
|---|---|
| Page tab | A single Projects tab with Create project on its right |
| Create project | Opens the Create project panel. Permission gated by Update projects |
| Filter bar | Views, the Project name, Key, and Type chips, Clear filters, the result count, and the per-page dropdown |
| Project list table | One row per project with the columns below |
| Pagination | Page controls at the bottom |
| Per page | 5, 10, 25, or 50 |
Project list columns
| Column | What it shows |
|---|---|
| Project name | Name plus the description preview |
| Key | The project's short identifier used as the ticket-key prefix |
| Type | Badge: Default for projects you create, Bookings for system-managed projects |
| Created by | Name of the team member who created the project |
| Last updated | Relative-time stamp of the last change |
| Actions | Three-dot menu (see below) |
Per-row three-dot menu
| Action | Visible when |
|---|---|
| Go to project | Always |
| Edit project | The project is Default and you have the Update projects permission |
| Archive project | The project is Default and you have the Delete projects permission |
The Edit and Archive actions are hidden on Bookings projects because that type is managed by the platform.
Create / Edit project panel
| Element | Description |
|---|---|
| Title | "Create project" or "Edit project" |
| Details section | Holds the three fields below |
| Name | Required text input |
| Key | Required text input. Max 10 characters. Has a popover info icon explaining the limit |
| Description | Optional textarea |
| Cancel | Closes the panel without saving (Escape and the close icon do the same) |
| Create / Save | Submits the form |
Empty state
| State | Copy / action |
|---|---|
| No projects in the list | Heading: No projects yet. Subtitle: "Projects help you organize and track work items." Button: Create your first project |
| No projects match the filters | Heading: No projects match your filters. Subtitle: "Try clearing a filter." |
Mobile layout
On a small screen the table collapses to a single column showing the project name plus the type badge. The three-dot menu still appears on each row.
Good to know
- The Key is permanent on every ticket once it's created. Pick something short and meaningful (e.g.,
OPS,MKT,ENG) so ticket keys read well in conversation and notifications. - The 10-character limit on the Key is enforced by the form. Anything longer is rejected on save.
- Bookings is a system-managed project type used internally by the platform. You'll see it in the type column but can't edit or archive it; it represents bookings as work items in some flows.
- Archive a project to remove it from the active list without deleting any tickets. Tickets inside an archived project are preserved for history and reporting but no new tickets can be created.
- The list updates the Last updated column whenever any project field or any ticket inside the project changes. Use it to find recently active projects.
- The Update projects and Delete projects permissions are independent. A role can have view + create but not delete, or any other combination. Configure roles in Settings > User management.
- Tickets within a project don't share types or statuses across projects. Each project has its own set, configured from the project detail page (see Ticket types).
FAQ
Q: Can I delete a project permanently?
A: No. Projects can only be archived. The archive removes them from the active list but preserves every ticket and history record. This protects reporting integrity.
Q: What's the difference between "Default" and "Bookings" project types?
A: Default is what you create and manage manually. Bookings is a system-managed type the platform uses internally to track booking-related work; you can't create, edit, or archive Bookings projects.
Q: Can two projects have the same key?
A: Keys are unique per group. Trying to use a key that's already in use returns a validation error on save.
Q: How do tickets inherit the key?
A: Every ticket created in a project is automatically assigned a key in the format [PROJECT_KEY]-[NUMBER], e.g., a project keyed OPS gets tickets like OPS-1, OPS-2, OPS-3. The number increments by 1 per project, so each project has its own counter.
Q: I archived a project by accident. Can I restore it?
A: There's no in-app restore for archived projects today. Contact support if you need a project moved back to the active list.
Q: Why is Edit project missing on one of my projects?
A: Either the project is a Bookings project (system-managed and not editable), or your role lacks the Update projects permission. Check the type badge on the row and your role in Settings > User management.
Q: How do I assign team members to a project?
A: Project-level team membership isn't currently configured from the project itself. Tickets inside a project are assigned to individual users via the Assignee field on each ticket. Anyone with the relevant ticket permissions can be assigned.