Tecology Workspace uses both support tickets and projects to manage work. Understanding when to use each helps ensure your request is handled efficiently and tracked correctly.

Use a support ticket when

A support ticket should be used for new requests, questions, or issues that have not yet been reviewed or agreed as project work.

• You are reporting a bug or technical issue
• You need help or guidance on how something works
• You are raising a security or incident-related concern
• You are requesting new work that needs review or scoping
• You are unsure whether something is in scope

Support tickets act as the entry point for work. They allow the Tecology team to assess, prioritise, and respond appropriately.

Use a project when

A project is used once work has been agreed, scoped, or is ongoing.

• The work has been approved or is part of an agreed scope
• Tasks have been created to deliver specific outcomes
• The work is part of a monthly retainer or MSP plan
• You are collaborating with the Tecology team over time
• You need visibility of progress across multiple tasks

Projects provide structure for delivery, allowing tasks, files, comments, and timelines to be managed in one place.

How tickets and projects work together

In many cases, work starts as a support ticket.

If the request requires ongoing effort, multiple steps, or formal tracking, it may be converted into a project or added to an existing one.

This approach ensures:

• Requests are reviewed before work begins
• Tasks are clearly defined and tracked
• Time and effort are recorded accurately
• Everyone has visibility of progress

Examples

Support ticket examples:

• “Our website is showing an error message”
• “Can you help us understand how this feature works?”
• “We think there may be a security issue”

Project examples:

• Website rebuild or redesign
• Ongoing monthly development work
• Managed IT services or MSP support
• Planned enhancements or feature development

When in doubt

If you are unsure whether something should be a support ticket or a project task, submit a support ticket.

The Tecology team will review it and guide it into the correct workflow.