Working with tickets

A ticket is a single unit of work inside a project. This page covers creating one, everything you can do inside its detail panel, changing many tickets at once, and the editor they all share.

Creating a ticket

1. In a project, select New ticket.
2. Enter a title. Optionally set the type, priority, milestone, version, and an estimate (how long you expect it to take).
3. Add a description using the rich-text editor (see Writing with the editor).
4. Save.

Added in v0.204.0 If your admin requires one language for tickets and yours reads as another, the form tells you which language it recognised and which one the project expects. Choose Create anyway to keep your text, or Translate to German (or whichever language the project expects; shown when AI is set up) to replace it with a translation you check and then create. The same notice appears when you edit a ticket.

For quick capture, the List view offers an inline quick-add row - type a title and press Enter to create a ticket without opening the full form.

Working inside a ticket

Select any ticket card or row to open the ticket detail panel. This is where most day-to-day work happens.

Editing the basics

• Title and description - select to edit in place. The description uses the rich-text editor.
• Status - move the ticket to another status without going back to the board.
• Priority, type, milestone, version - set from the ticket's sidebar.
• Assignees - add one or more people responsible for the ticket. Tickets support multiple assignees.
• Start and due dates - set the schedule; these feed the Gantt view and deadline alerts.
• Estimate - record how long you think the ticket will take; this feeds capacity planning.
• Private - mark a ticket private so only people on its access list can see it. Added in v0.230.0 This also hides every sub-ticket below it; see Private tickets and sub-tickets.

Added in v0.230.0 A ticket's milestone and version must belong to the ticket's own project, and the milestone must be one you can see. A milestone or version of another project, or a private milestone you cannot see (you need milestone:view_private), is refused as not found - 404 with errors.milestones.not_found or errors.versions.not_found - when you create a ticket, edit it, or use the bulk set milestone and set version actions, and nothing is changed. Saving a ticket without changing its milestone or version is not affected.

RACI on a ticket

Beyond assignees, you can set the RACI roles (Responsible, Accountable, Consulted, Informed) directly on a ticket. These roll up into the project's RACI view.

Comments

Discuss the ticket in the comment thread at the bottom. Comments use the rich-text editor, so you can format text, paste images, and @mention teammates to notify them. You can edit or delete your own comments, and a comment's revision history lets you see earlier versions of an edited comment.

Checklists

Break a ticket into smaller steps with a checklist. Add a new checklist, then add items and tick them off as you go.

• A checklist item can be linked to another ticket. When it is, the item ticks and un-ticks automatically as that linked ticket's status changes - handy for tracking sub-work.
• Added in v0.212.5 You can link an item only to a ticket you can read; a ticket you cannot read answers as not found, and the link suggestions never offer one. When you can no longer read a ticket an item is linked to, the item still shows, but the linked ticket's key, title and status are hidden from you.
• Every item can carry its own assignee and due date. Hover an item and pick a project member from the avatar menu, or set a date with the calendar control. The assignee gets a notification when the item is assigned to them and a reminder the day before it is due, and the item shows up in their Upcoming deadlines dashboard widget next to their tickets. Overdue items turn red, items due today amber.
• If a checklist grows into real work items, you can convert it into proper sub-tickets in one step.

Sub-tickets and parents

A ticket can have a parent and children. Use this to break an epic into smaller tickets, or to nest a task under a story. The ticket panel shows the parent link and lists any children.

Added in v0.230.0 The parent you pick, when you create a ticket or change its parent, must be a ticket in the same project that you can read. A ticket you cannot read answers as not found (errors.tickets.parent_not_found).

Private tickets and sub-tickets

Added in v0.230.0 Privacy passes down the tree:

• A private ticket hides its whole subtree - its children, their children and so on - from everyone who has no access to it. You have access to a private ticket when you are on its access list, are assigned to it, or hold the ticket:view_private permission.
• A ticket in a private milestone hides its whole subtree from everyone without the milestone:view_private permission (in the project or globally).
• An access to a sub-ticket never opens its parent: being assigned to a child of a private ticket does not let you see the private parent, and you see the child only if you can also see every private ticket above it.

This holds on every surface: boards, lists, search, OQL queries, the Gantt view, analytics drill-downs, reports for customers, calendar feeds, notifications, live updates and chat notices. Guests and external users never see a sub-ticket of a private ticket. When you change a ticket's privacy, milestone or parent, people who lose access see the ticket and its sub-tickets disappear, and people who gain access see them appear, without reloading.

Assigning a sub-ticket below a private ticket needs an assignee who can already see that private ticket; an assignment grants access only to the ticket itself, never to the ancestors. Otherwise the assignment is refused (403), and a bulk assignment skips the ticket with the reason access_grant_required. Assigning a private ticket itself works the same way: the assignee must already have access, or you need the ticket:view_private or ticket:manage_acl permission.

Dependencies

Record that one ticket blocks or is blocked by another. Dependencies drive the Gantt links, the Network view, and blocked-ticket warnings on your dashboard.

Added in v0.212.5 A dependency on a ticket in this project that you cannot read (a private ticket, for example) shows as Restricted ticket, in the dependency list and in the blocker badge on a ticket card. Its key, title and status stay hidden. You can still remove the dependency.

Links to tickets in other projects

A cross-project link relates two tickets that live in different projects, for example the same work in two repositories. The relation is counterpart, depends on, blocks or related. You create one from the ticket's cross-project links section and need membership in both projects and read access to both tickets; a ticket you cannot read answers as not found.

On a counterpart link you can switch on status sync: when one end moves to done, the other end moves with it. Added in v0.212.5 A synced status change needs the same rights as changing that status yourself:

• Switching sync on needs edit ticket and change status in both projects. Without them the option is not shown, and the API and MCP answer 403. Switching it off is always allowed.
• When someone closes a ticket, the other end follows only if that person holds edit ticket, change status and read access on the other ticket. Super-admins always do.
• When they do not, the other end stays open. The refusal is written to the audit log (ticket.status_sync_refused), and the person who closed the ticket gets a notification on their own ticket, Status sync of a linked ticket refused. It names the ticket they closed, not the other one, so nothing about a ticket in a project you cannot see is revealed. It is in-app by default and can be changed in notification settings.

Attachments

Attach files (images, documents, and so on) to a ticket. Attachments are stored securely and downloaded through the app - there are no public links.

Added in v0.230.0 Reading a ticket does not let you change its files. You can add an attachment - upload a file or reuse one of your earlier uploads - when you hold ticket:edit in the project or you created the ticket. You can remove one when you uploaded it yourself or hold ticket:edit. Without that right the attachments tab shows no drop zone, and the delete button appears only on files you may remove; the API answers 403 (errors.attachments.write_forbidden).

Sharing a ticket

The address bar is a shareable link, too Added in v0.176.0: while a ticket is open, the URL shows it (for example .../projects/ACME?ticket=ACME-42), so copying the URL from the browser, bookmarking it, or pasting it into chat always lands the reader on that exact ticket. Your browser's Back button closes the ticket, Forward reopens it.

The share menu on a ticket lets you:

• Copy the ticket key (for example ACME-42).
• Copy a link to the ticket.
• Copy as Markdown - a formatted snippet with the title, status, priority, assignees, and more, ready to paste into a document or chat.
• Email a summary of the ticket.

Activity and Git

• The Activity tab shows the ticket's history - what changed, when, and by whom.
• The Git tab shows linked commits and pull requests when your workspace connects a code repository (see Integrations). Mentioning a ticket key in a commit message links it here automatically.

AI actions on a ticket

If your workspace has AI features enabled, an AI menu on the ticket offers help such as:

• Summarize the ticket and its discussion.
• Suggest a better title, labels, or priority.
• Estimate how long the ticket will take, based on similar past tickets.
• Split a large ticket into suggested smaller ones.
• Ask a question about the ticket and get an answer grounded in its content.

Related and possible-duplicate tickets are also surfaced automatically while you work, so you do not open the same thing twice. The AI never changes anything without you confirming it. See AI assistant for the workspace-wide chat.

Bulk actions

Need to change many tickets at once? Turn on select mode, tick the tickets you want, and use the bulk actions bar that appears:

• Set status, set priority, set milestone, set version, or set due date for all selected tickets. Added in v0.230.0 A milestone or version of another project, or a private milestone you cannot see, is refused with 404 and no ticket changes; see Editing the basics.
• Add an assignee to all of them.
• Delete the selected tickets (with a confirmation).

Writing with the rich-text editor

Descriptions, comments, and doc pages all use the same editor. You can:

• Format text (bold, italic, headings, lists, quotes, code).
• Paste or drag in images.
• @mention teammates.
• Insert a smart link by typing [[ and picking a ticket, project, doc, or milestone - the link stays live and shows the current title.
• Switch to raw Markdown with the toolbar toggle if you prefer to type the markup yourself.

Troubleshooting

I can't move a ticket to a status I know exists. Some workflows restrict which status transitions are allowed (for example, you can't skip straight from To Do to Done). Move it through the intermediate status, or ask a project admin if the workflow needs adjusting.

A checklist item keeps un-ticking itself. It's linked to another ticket and mirrors that ticket's status - close (or reopen) the linked ticket instead of toggling the checklist item directly.

I deleted several tickets by mistake with bulk actions. Bulk delete asks for confirmation but has no undo. Check with a project admin whether a recent backup can restore them; going forward, filter down to exactly the set you mean to change before selecting all.

The AI menu doesn't appear on a ticket. AI features are enabled per workspace by an administrator - if it's missing everywhere, ask whether AI is configured; if it's missing on one ticket only, it may be private and the AI actions may not have access.