6.5. Link Service Tickets to Project Tasks for Unified Tracking

1. When adding or editing a project task, locate the Associated Tickets section.
2. Click Link Ticket.
3. Search for an existing ticket by its title or number. You can filter by assignee, status, board, and priority. Non-admin users see only tickets they are assigned to in the search results; users with the project:read administrator permission see all tickets.
4. Select the relevant ticket from the search results.
5. Review the Bill this ticket's time as project time checkbox. It is pre-ticked by default, meaning time entries logged against this ticket will count toward the project for billing and reporting purposes. Uncheck it if the ticket's time should be billed separately rather than rolled into the project. See Billing attribution for linked tickets below.
6. Click Link Ticket. The chosen ticket will now be associated with this project task, allowing for unified tracking of related work.
   • Note: To link a ticket to a contact, you must add the contact from the ticket's detail page. Once added, the ticket will then appear in the "Tickets" tab of the contact's profile.

Billing attribution for linked tickets

When Bill this ticket's time as project time is enabled on a link (the default), every approved billable time entry on that ticket is attributed to the project rather than billed independently. This lets work that flows through a ticket — dispatched technician visits, troubleshooting threads, client-facing support sessions — count toward the project's budget cap, profitability report, and invoice, exactly as if the time had been logged directly on a project task.

How attribution is resolved:

• If a ticket is linked to exactly one project with billing attribution on, its time rolls into that project.
• If a ticket is linked to more than one project, attribution is suspended for all of its links and the time is treated as standalone. A warning appears in the billing engine for any affected tickets with uninvoiced approved time. Resolve the ambiguity by turning attribution off on all but one link before the next invoice run.
• Cross-client links (a ticket whose client differs from the linked project's client) are never attributed.

Changing the setting after linking:

Open the task's Associated Tickets section and use the toggle on the linked-ticket row to turn billing attribution on or off. The same control appears on the ticket's linked-task badge. Changes take effect for uninvoiced time in the next billing run; time already invoiced is not affected.

What the client sees:

On T&M projects, attributed ticket time appears in the project's Budget vs Actual panel alongside direct project time. On fixed-price projects, the time contributes to delivery cost and margin tracking but is never invoiced.

Linked tickets you are not assigned to

When a project task has a linked ticket that you are not assigned to, the ticket appears as a restricted placeholder instead of a clickable link. A lock icon is shown next to the ticket title to indicate restricted visibility. You can see that a linked ticket exists, but you cannot navigate to its detail page or view its contents.

Administrators or ticket assignees who open the same project task will see the full linked ticket details and the navigation link.