Project Management

Plan larger work without losing the service context that created it.

What Project Management is for

Some work starts as a ticket or request, then becomes bigger than a quick resolution: onboarding a department, replacing equipment, rolling out a policy, preparing an office move, or coordinating a customer deliverable. Project Management gives that work a dedicated place with tasks, milestones, owners, dates, members, updates, and related service records.

The important part is context. A project can stay linked to the tickets, requests, changes, assets, contacts, and companies that explain why the work exists.

Plan availability

• Core Project Management is included on Pro and Business. This includes the Projects workspace, project creation, tasks, milestones, templates, members, updates, dependencies, and linked records.
• Every new workspace starts with a 30-day Pro trial. During that trial, you can try core Project Management. After the trial, Free workspaces can see that the feature exists, but creating and managing projects requires Pro or Business.
• Business adds portfolio controls and resource planning. Use Business when you need cross-project oversight, governance status, executive rollups, or capacity planning across project members.
• There is no separate Business trial by default. Business-only controls require the Business plan.

Turn Project Management on or off

Admins decide whether Projects appears in the workspace. This is useful because not every organization runs formal project work.

1. 1Go to Settings → Service Operations → Project Management.
2. 2Switch Enable Project Management on.
3. 3Choose which available controls your team can use.

When Project Management is off, Projects is hidden from the main navigation and new project creation is disabled. Existing project data is kept so you can turn the module back on later.

Create a project

You can start from the Projects workspace or from related service work.

• From Projects: create a project, set the owner, status, priority, dates, members, and description, then add tasks and milestones.
• From a request: use Convert to project when the request is really a delivery effort instead of a simple service request.
• From tickets, requests, or changes: link the record to an existing project when the work is related but should not become a project by itself.

What to track inside a project

• Tasks: the work items that need to be completed.
• Milestones: major checkpoints such as kickoff, approval, rollout, and closure.
• Members: the agents and collaborators responsible for the work.
• Dependencies: blockers or sequencing between tasks.
• Updates: status notes for the team. Updates can be marked customer-safe when your workflow needs customer-visible project communication.
• Linked records: the tickets, requests, changes, assets, contacts, and companies that give the project its service context.

Business controls

Business workspaces can add governance and planning signals on top of the core project workspace:

• Portfolio controls: track governance status, health, risk, and executive rollup signals across projects.
• Resource planning: review capacity and allocation across project members so work does not quietly overload the same people.

Best practices

• Convert only when the work needs planning. If it can be resolved in the normal queue, keep it as a ticket or request.
• Link the source record. Keep the original request, ticket, or change connected so the project has context later.
• Use milestones for decision points. They make long-running work easier to scan than a flat task list.
• Keep customer-safe updates clean. Write them as if a customer or requester may read them later.
• Turn the module off if your team does not use it. The setting keeps the workspace focused without deleting project data.

FAQ