Tickets & projects
Every piece of work we do for you is logged as a ticket in your team space. Tickets are how you see what is in progress, what shipped, and what is waiting on your input.
How tickets work
Open Tickets from your hub navigation. Every ticket is written to be readable: a clear title, a plain-language summary, and the full history of status changes and comments.
- Each ticket carries a short reference number, for example PCD-104, so it is easy to point to in chat or email.
- Tickets have a priority (low to urgent) and a type, such as content edit, design, or bug.
- You only ever see your own team’s tickets.
Ticket statuses
- Submitted: a new request has come in and is waiting to be reviewed.
- Triaged: we have reviewed the request, set a priority, and scheduled it.
- In progress: our team is actively working on it.
- Awaiting client: we need something from you to continue, such as an approval, a file, or an answer.
- Done: the work is finished. The ticket stays in your history for reference.
Three ways to view the work
- Activity: a feed of what changed recently, so a quick scroll catches you up.
- Requests: the items you submitted, with their current status.
- Board: every open ticket in columns grouped by status, with search and filters for priority and type.
Actions: what needs you
The Actions page pulls out the tickets waiting on your side, so approvals and answers never get buried in the board. It also shows what our team is currently working on and what was completed recently, and it surfaces documents shared for your review.
Projects: work grouped by goal
Larger initiatives are grouped into project rooms. Each room collects the tickets that belong to one goal, together with related documents, so you can follow a whole workstream in one place instead of ticket by ticket.
Requesting new work
- 1
Open the request form
From the Tickets page, choose New request. You can also ask in chat and we will open the ticket for you.
- 2
Describe what you need
Give it a clear title and describe the goal. Clear requests move faster, so include links, files, and the outcome you want. You can set a priority and a due date if there is one.
- 3
Submit and track
Your request appears as a Submitted ticket right away. We review it, set a priority, and you can follow every step from the board.
- 4
Discuss in comments
Every ticket has a comment thread. Reply there to add context or answer a question, and the ticket picks right back up.
What happens when a ticket is waiting on me?
The ticket moves to Awaiting client and pauses until we hear from you. It appears in your attention list on the hub home and on the Actions page, and the mobile app sends a push notification. Reply in the ticket comments or in chat and we pick it back up.
How do I know when new work is finished?
Completed tickets move to Done, show up in the What is new feed on the hub home, and appear on the timeline. Status changes and new comments also notify you on web and in the apps.
Do tickets ever disappear?
No. Finished tickets stay in your history, so you always have a record of everything delivered.