Project Types
Every project has a type, chosen at creation and fixed thereafter. The type drives the project's hierarchy, ticket workflow, priority set, default roles, and which features (SLA, time tracking, rollups) are available.
There are four types:
| Type | For | Hierarchy | Priorities | SLA | Time tracking |
|---|---|---|---|---|---|
| Support | Support desks / helpdesk | Subject → Ticket → Sub-task | Low/Med/High/Critical/Custom | ✅ | ❌ |
| Consulting | Client engagements | Subject → Task → Sub-task | P1 / P2 / P3 | ❌ | ✅ |
| Dev | Development work | Subject → Task → Sub-task | P1 / P2 / P3 | ❌ | ❌ |
| Epic | High-level initiatives | Epic (no folders/sub-tasks) | P1 / P2 / P3 | ❌ | ❌ |
What differs by type
Naming & hierarchy
The item under a Subject is a Ticket (Support) or a Task (Consulting/Dev). Epic projects have no Subject folders and no sub-tasks — their items ("Epics") attach to a hidden default folder. See Subjects & Epics.
Workflow (statuses)
Each type has its own ticket workflow:
- Support — Open → Assigned → In Progress → On Hold / Deferred → Fixed → Review → Closed (↔ Reopened)
- Consulting / Dev — Open → In Progress → On Hold / Deferred → Fixed → Review → Closed (↔ Reopened) (no Assigned step)
- Epic — Active (Open) ↔ On Hold / Deferred → Closed ↔ Reopened (simplified; no In Progress/Fixed/Review)
Status display names and colors are still customizable per tenant — see Statuses.
Priorities
Support uses Low / Medium / High / Critical (plus a Custom option). Consulting, Dev, and Epic use P1 / P2 / P3.
Default roles
Each type seeds its own default roles:
| Type | Roles |
|---|---|
| Support | Creator · Member · Viewer |
| Consulting | Lead · Member · Viewer (can log time) |
| Dev | Lead · Member · Viewer |
| Epic | Lead · Viewer (no Member tier) |
Features
- SLA — Support only.
- Time tracking — Consulting only.
- Epic rollup / milestone rollup — Consulting and Epic can roll work up to Epics.
Which type should a new project use?
| If the work is… | Use |
|---|---|
| Reactive, due-date-driven requests from customers | Support |
| Planned, effort-based work that needs per-person time logging | Consulting |
| Planned, effort-based work that doesn't need time logging | Dev |
| The rollup item other projects link back to — not day-to-day work | Epic |
Consulting and Dev are otherwise close relatives: both use the P1–P3 priority set, planned dates, and the four hour fields. Time tracking is the deciding difference.
Only Support projects can receive email-to-ticket.
Creating a project
When an admin creates a project they set its type, name, ticket prefix (up to 3 uppercase letters, e.g. SUP), members and their roles, and — for billable engagements — billing fields (customer, billable, billedBy). See Projects & Members.
Changing a project's type
A project's type is fixed after creation. If it is changed (rare, and admin-only), existing members' roles are re-mapped to the closest-seniority role of the new type so no one is stranded — see Roles & Permissions.