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Workflow

Ticket types (issue types)

How to think about ticket types in Timelint: keep types minimal, tie them to triage, and avoid type sprawl.

Ticket types exist to make triage faster, not to create taxonomy.

Editing ticket types (what it looks like)

Ticket types editor
Enable/disable types, pick a default, and keep type sprawl under control.

A minimal set for agencies

Start with:

  • Bug
  • Change
  • Question
  • Access

If you need more, add them only when the team can explain the difference in one sentence.

Ticket detail
Types help when they reduce ambiguity and routing time.

How types should affect workflow

Types should change:

  • routing/ownership (who should handle it)
  • expectations (ETA, client comms)

Types should not change your entire workflow unless you truly run different work.

Portal intake mapping

If clients submit requests, give them a small set of choices (and a clear “Other” escape hatch).

Use: Support intake form template.

Want a calmer workflow?

Timelint is ticket-first project management for agencies.

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