A ticket points at a project or task

What moves

A ticket can store a reference to a project or a task, for example when a customer request turns into planned work. The reference is a pasted code and does not open the task.

Before you start

• Both modules in your plan
• The project or task exists

Step by step

1. Helpdesk agentHelpdesk & Ticketing

   Decides a customer request needs planned work.

   You see:The agent opens the ticket.

2. Helpdesk agentProject Management

   Creates a task in Project Management and copies its reference code.

   You see:The task exists with its own reference.

3. Helpdesk agentHelpdesk & Ticketing

   Pastes the reference into Linked records as a Project task.

   You see:The ticket's Linked records card shows the task link.

4. Helpdesk managerProject Management

   Looks at the task in Project Management when updating the customer.

   You see:The reply can state the plan.

Related

• Helpdesk & Ticketing
• Project Management
• A ticket points at the equipment it is about
• Copilot works your tickets for you
• CRM sends template requests to the vendor desk
• A missed deadline is flagged and picked up
• A new ticket is triaged, assigned and resolved
• Connections between modules