Managing Projects

Managing projects

Projects are the primary way to segment support within a tenant. Each project represents a distinct product line or application and gets its own tickets, channels, tags, SLA policies, and customer portal. The Projects page lets you manage all of this from a single view.

Projects list

What projects scope

Resources that are project-scoped (isolated per project):

ResourceDescription
TicketsEvery ticket belongs to exactly one project.
ChannelsEmail, web, Slack, and other channels are configured per project.
TagsTicket classification tags are defined per project.
SLA policiesResponse and resolution targets are set per project.
Customer portalEach project can have its own white-labeled portal.

Resources that are tenant-scoped (shared across projects):

ResourceDescription
AgentsAll agents can work tickets in any project.
CustomersA customer record exists once and can submit tickets to any project.
DepartmentsOrganizational units span all projects.

Viewing projects

Navigate to Projects from the main sidebar. The page header shows the title “Projects” and an Add Project button on the right.

Projects are displayed in a grid layout with three columns. Each project card shows:

  • A folder icon and the project name with its slug underneath.
  • The project description, truncated to two lines.
  • A Status chip – Active (green) or Inactive (gray).
  • The Created date.
  • Edit and Delete buttons at the bottom of the card.

Creating a project

  1. Click the Add Project button. The Create Project dialog opens.
  2. Fill in the fields:
    • Project Name – the display name for the project. As you type, the slug field is auto-generated from the name.
    • Slug – a URL-safe identifier using lowercase letters, numbers, and hyphens. This is auto-populated but you can edit it manually. The slug must be unique within the tenant.
    • Description – a multiline text field describing the project’s purpose. Optional but recommended.
  3. Click Create to save.

The new project card appears in the grid immediately with an Active status.

Slug considerations
The slug is used in portal URLs and as a filter key throughout the platform. Choose something short and stable. Changing a slug later may break portal URLs and external integrations that reference it.

Editing a project

  1. Click the Edit button on a project card. The Edit Project dialog opens with the current values pre-filled.
  2. Update any of the following:
    • Project Name – change the display name.
    • Slug – update the URL-safe identifier.
    • Description – modify the project description.
    • Active toggle – flip this to activate or deactivate the project.
  3. Click Save to apply changes.

Activating and deactivating projects

Use the Active toggle in the Edit Project dialog to control a project’s status.

  • Active projects accept new tickets through their channels and display an Active chip on the project card.
  • Inactive projects stop accepting new tickets, but existing tickets remain accessible and can still be resolved. The project card displays an Inactive chip.

Deactivation is useful when sunsetting a product. You can keep the project around to resolve remaining tickets without new work flowing in.

Deleting a project

  1. Click the Delete button on a project card. A confirmation dialog appears with a warning message.
  2. Review the warning and click Delete to confirm, or Cancel to back out.
Open tickets block deletion
A project cannot be deleted if it still has open tickets. If you attempt to delete a project with open tickets, an error alert is displayed in the confirmation dialog. Resolve or close all tickets in the project before trying again.

Deleting a project permanently removes it along with all its scoped resources (channels, tags, SLA policies, portal configuration). This action cannot be undone.