Tickets can be used for a number of different purposes e.g. a request to work, to ask a question, report a problem and so on.
If you are more into product management than project management, they can even be used as a repository for ideas before they transition to concrete tasks. For instance, we use Tickets to screen ideas before we add them to the product backlog for qdPM Extended project.
But the question here is, can you use Tickets instead of Task? And before I answer, let me say there is no doubt answering Tickets can involve work. And often that is billable work. In that sense answering the ticket IS a task. But not a project task per se. So what do we recommend? We recommend ALL work where time needs to be recorded (and possibly billed for) be actioned as a Task.
You can easily spawn one or more Tasks from a Ticket. And we’ve made it easy to do so. You just use the Related Tasks function under the More Actions link. there you can select Add Task and copy the Ticket Name, Description and Attachments to the Task to minimize the effort. After that all you have to do is assign it to someone!
By actioning a Ticket as a Task, you then can manage it as a Task along with all other Project Tasks. Add dates, see it on the project schedule, include it in reports, record estimated and actual time.
Now what if you do want to record time against Tickets? It is quite easy to do using a Extra Field. Extra fields are great because you can actually control who can see them and if they see them if they can edit them. So you can have lots of extra Ticket fields that customers may or may not know about!
Still reading? Quick answer is we can’t stop you! But tickets are really requests for work aka work orders. Tasks are how the work actually gets done!