How to Use Projects

Projects contain many of the business rules that you wish to be followed when dealing with a client.

 

Within each project you can assign the following rules or settings. These will be automatically passed on to each ticket you log (under that project/client).

 

• Auto Assign – Tickets will be automatically assigned to a person or people/group
• Alerts – Configure who gets an email alert and on what occasion
• SLA – Custom SLA rules will determine when each ticket needs to be responded to and resolved
• Escalation – Each ticket can be auto-reassigned at certain points on the ticket timeline
• Surveys – Each project can link to a feedback survey that is sent with all closed ticket email alerts
• Billable Rate – If you sell your time, you can build the hourly billable rate into the project

 

A project is unique to an individual client and although you may treat all or many of your clients the same as each other – you will still create individual projects for each client. To assist with this you can define project particulars as a template and then apply it to many clients at once.

 

The power here is that you can easily have different rules for different clients if needed.

 

When considering how to use projects ask yourself this - Do you provide more than one kind of support to your end users?

 

If you do – does each kind of support have different SLA’s, and email alerting rules, and ticket assignment rules, and billable rates for an individual client?