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Ticket projects: when a ticket turns into a project.

Some service requests are settled with a single reply. Others grow over weeks, with several people involved and a budget of their own. teamspace turns a complex ticket into a project with structure, phases and planned-versus-actual, without anyone switching tools. Part of Service Desk in teamspace, with no module surcharge.

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teamspace ticket projects: three related tickets become a Warehouse Management Migration project with a main project, three sub-projects, planned-versus-actual and progress.

Structure

Related tickets grow into a project structure.

The complex ticket becomes the main project, related tickets become sub-projects or work packages beneath it. Each node carries its source ticket, and hours and progress roll up to the top.

Ticketprojekt Migration Warenwirtschaft
P-2026-118

Hauptprojekt

aus Ticket #4821

Plan / Ist

240 h / 156 h

62 %

Datenmigration

aus #4821
90 h Plan · 88 h Ist
abgeschlossen

Anwender-Schulung

aus #4832
60 h Plan · 34 h Ist
läuft

Go-Live & Abnahme

Arbeitspaket
90 h Plan · 34 h Ist
offen
Tab „Aktivitäten" Zeiten · Tickets · Kosten am Projekt

Jedes Ticket wird ein Knoten der Projektstruktur. Stunden und Fortschritt rollen automatisch nach oben.

Why at all

Three things that hold a ticket project together.

While a request stays small, a ticket is enough. As it grows, a pile of single tickets lacks what a project brings with it from the start.

Structure instead of loose tickets

  • One main project gathers the related tickets
  • Sub-projects and work packages instead of many single items
  • The source ticket stays visible at every node

Time and costs come together

  • Log hours per ticket, totalled per sub-project and project
  • The Activities tab keeps times, receipts and costs together
  • No second tool, no data transfer

Managed and billed like a project

  • Planned-versus-actual, contribution margin and forecast up to date daily
  • Fixed price, time and materials and recurring in one invoice
  • Receipt created straight from the ticket

Linking

Ticket and project stay firmly connected.

Turning a ticket into a project takes one click. Through the "Create ticket project" action, the service manager chooses whether a main project, a sub-project or a work package is created. For a sub-project or work package, teamspace asks which parent project it belongs under.

  • The full scope of a project. With the link, the request gains progress, a structure and its own times and finances. What was only a ticket before is now a manageable undertaking.
  • The history is preserved. Every item that was in the ticket before the conversion stays visible. No one has to piece the status back together.
  • Jump both ways. From the ticket you jump into the project and back. Both the ticket preview and the project preview show the connection.

This keeps the line between quick support and a genuine undertaking fluid. No one has to decide up front whether a request is a ticket or a project before it is clear how large it will become.

To the ticket system

Collection point

Times and costs come together on the project.

As soon as the ticket project exists, it has one place where everything comes together. A project's "Activities" tab bundles what belongs to the matter, without anyone switching between views.

  • Hours logged on the ticket, totalled on the project. Service hours land on the project straight from the ticket, automatically on a status change or on a reply if you wish.
  • Tickets, costs and receipts together. The same tab holds the linked tickets, the logged costs, the receipts created and the appointments for the project.
  • Budget per phase and project. The constraint accumulates the values automatically from the subordinate parts, or is set manually per level.

What used to be spread across a ticket system, a project tool and a spreadsheet now sits in one place. No one has to gather the figure that matters at month-end from three sources any more.

“We mostly work with the budget column.”

At brandwerk consulting group, the budget is front and centre. A ticket project makes exactly that visible: the service effort becomes an undertaking with a budget per phase that can be read against the logged hours.
brandwerk consulting group

Use cases

Six routes around the Service Desk.

The ticket project is the path from service to undertaking. These areas go deeper into the steps before and after, each on its own page.

Ticket system

Run requests as tickets with channels, status and responsibility.

Learn more

Ticketing software

Tickets from email, internal and external access, with workflows per channel.

Learn more

Ticket billing

Service effort from the ticket logged to project and invoice.

Learn more

SLA management

Response times per customer, with time remaining and a warning in the ticket.

Learn more

Customer portal

Customers open tickets themselves and see status and history.

Learn more

Outlook add-in

An email in the mailbox becomes a ticket, without leaving Outlook.

Learn more

Management

Managed like any other project.

A ticket project is a full project. It is managed with the same figures teamspace keeps for every project, rather than surfacing at the end of the period as uncosted effort.

  • Planned-versus-actual up to date daily. Planned and logged hours, labour costs, third-party costs and revenue sit side by side, refreshed every day.
  • Contribution margin on its own. From internal rates, logged times and costs, the system calculates the contribution margin continuously, visible in the Analysis tab.
  • Traffic light and forecast. Warning levels alert you as soon as a threshold is breached, as a fixed value or a percentage. The project remainder is projected from the current status.

That way service management sees early when an undertaking is going off track, and not only once the hours have long been logged.

To project controlling

Process

How a ticket project comes about.

  1. 1

    Spot the connection between tickets

    The service manager sees it: several tickets belong to one overarching requirement, such as migrating an application or rolling out new hardware.

  2. 2

    Create the ticket project

    The complex ticket becomes a main project, related tickets are set up as a sub-project or work package beneath it. Phases and budget are defined.

  3. 3

    Work on the project

    The tickets stay visible in the Service Desk; the project gathers them. Hours are logged per ticket and totalled per sub-project and project.

  4. 4

    Manage with planned-versus-actual

    Planned-versus-actual up to date daily, contribution margin continuous, traffic-light warning levels at thresholds, project remainder projected through to completion.

  5. 5

    Billing and close-out

    Periodically or at project close-out, the receipt is created from recorded hours, flat rates and line items. The project stays linked to the source tickets.

Intro call

Let's take a look at your service undertaking.

We look at a concrete example: which tickets belong together, what budget is behind it, how it is billed in the end. After that you will know whether it fits your service operation.

Book a callView pricing

Billing

The ticket project becomes the invoice.

A ticket project is billed like the engagement behind it. Different components run in parallel, without anyone setting up a separate model for each phase.

  • Fixed price, time and materials and recurring. A migration phase at a flat rate, the training on a time-and-materials basis, the maintenance as a recurring line item, all on one invoice.
  • Receipt straight from the ticket. From the request a quote or order arises; the contact from the ticket is automatically on it.
  • Correct rates and premiums. Hourly rates by employee and customer, and premiums for night, weekend and public holiday, are taken into account by the system on its own.

Service intervals and time budgets control when and how billing happens. ZUGFeRD, XRechnung and the DATEV handover run through invoicing, with no CSV export.

To ticket billing

Comparison

Service and project in one logic.

Where the route via a ticket tool plus a separate project tool becomes more expensive than one end-to-end system.

Feature

Ticket tool + separate project tool

teamspace

Recommended
Ticket becomes main project, sub-project or work package
Ticket and project firmly linked, jump both ways
Hours from the ticket logged to the project
Activities tab bundles times, tickets, costs
Planned-versus-actual and contribution margin up to date daily
varies
Project remainder projected, traffic-light warning levels
varies
Fixed price, time and materials and recurring in one invoice
varies
Receipt straight from the ticket
One system instead of transfer between tools
Hosting in the ISO 27001 data centre in Frankfurt
varies

Scope of functions

Ticket projects across three areas.

What the ticket project makes of service operations divides into three areas of work. The actual billing logic belongs in invoicing and is triggered here, not claimed.

Structure

  • Convert a ticket into a main project, sub-project or work package
  • Phases, tasks and milestones as in a project
  • Budget per phase and project, accumulated or manual
  • Project roles per sub-project: owners and assignees
  • The link to the source tickets is preserved
  • Merge tickets about the same matter

Management

  • Planned-versus-actual up to date daily across times, costs and revenue
  • Contribution margin automatically from rates and postings
  • Project remainder projected through to completion
  • Traffic-light warning levels with a threshold as a value or percentage
  • Activities tab bundles times, tickets, costs, receipts
  • Work package transferable to a board, worked on in an agile way

Billing and connectivity

  • Fixed price, time and materials and recurring line items in parallel
  • Quote or order created straight from the ticket
  • Service intervals and time budgets control billing
  • Hourly rates by employee and customer, premiums automatic
  • ZUGFeRD, XRechnung and DATEV handover via invoicing
  • Hours from the ticket logged to the linked project

Glossary

Terms around ticket projects.

Commonly confused terms, placed precisely in the teamspace model.

Ticket project
A project created from a ticket for complex requests. Optionally a main project, sub-project or work package. Ticket and project stay firmly linked.
Main project
The top level of an undertaking. From the complex ticket the main project arises, under which related sub-projects and work packages are hung.
Sub-project and work package
The subordinate levels of the project structure. When creating from a ticket you choose which parent project the new element belongs under.
Parent project
The superordinate project into which a sub-project or work package is inserted. Chosen from a list when created from the ticket.
Activities
The tab on the project that bundles times, linked tickets, costs, receipts, postings and appointments in one place.
Contribution margin
Calculated continuously from internal hourly rates, logged times and costs. Visible in the project's Analysis tab.
Forecast
The projection of the project remainder from the current status. Shows where an undertaking is heading through to completion.
Constraint
The mode for budget and time target per project part: none, automatically accumulated from superordinate and subordinate parts, or set manually.
teamspace ticket card with channel, status In progress, responsibility with us, SLA time remaining in business hours, owner and assignee, plus the follow-up items time, receipt and project

At a glance

Ticket projects are part of the Service Desk.

The ticket project leads from service to undertaking. How teamspace orders the whole of service, from channels through SLA and escalation to billing from the ticket, is shown in the Service Desk Software overview.

To Service Desk Software

When it pays off

When a ticket project pays off.

A ticket project is a project that arises from one or more service requests and stays firmly linked to them. It pays off as soon as a request becomes too big for a ticket: when several people work on it, when it runs over weeks, when there is a budget behind it.

Typical cases from day-to-day systems-house work: migrating a business application with tickets for data migration, training and go-live; rolling out new hardware across several sites with one ticket per site; introducing a cloud solution with tickets for concept, implementation and handover. In each case the complex ticket becomes a main project, and the related tickets become sub-projects or work packages beneath it.

The gain is not the conversion itself, but what becomes possible afterwards: log hours per ticket and total them per phase, read a budget against the actual status, see a margin before the undertaking is finished. Anyone running service and project in separate tools rebuilds this view by hand from two sources every time. In teamspace it stays in one place, from the first ticket to the final invoice.

Security

Project and ticket data stay in Germany.

A ticket project holds what makes up a customer undertaking: terms, efforts, internal notes, conflicts. teamspace addresses that on several levels, without management having to worry about the infrastructure.

  • Hosting in two geo-redundant, ISO 27001-certified data centres in Frankfurt am Main, with processing exclusively in the EU.
  • GDPR-compliant by design, with a data processing agreement as standard.
  • Encryption: TLS in transit, storage volumes in the data centre with AES-256.
  • GoBD mode can be enabled, for audit-proof retention of the billing-relevant receipts.
  • Made in Germany: development, support and operation by 5 POINT AG, based in Darmstadt, since 1999.

The contracting party is 5 POINT AG, a German public limited company under German law. teamspace itself does not hold ISO 27001 certification; it is the data centre that is certified.

Related modules

Three modules hang off the ticket project.

Anyone turning service requests into projects almost always deals with the contact, project management and the hour. Here are the shortest routes there.

CRM software

The ticket hangs off the contact; the ticket project inherits it as the client of the undertaking.

  • Contact from the ticket
  • Customer record linked
  • Client of the project
Read more

Project management

The ticket project is a full project with structure, planned-versus-actual, forecast and roles.

  • Main project, sub-project, work package
  • Planned-versus-actual and contribution margin
  • Phases, budget, forecast
Read more

Online time tracking

Service hours logged from the ticket to the project and the basis for billing.

  • Logged from the ticket
  • Total per phase and project
  • Basis for invoicing
Read more

Intro call

Bring along a service undertaking.

Half an hour is enough for an honest look: which tickets belong together, how the undertaking gains structure and budget, and how it is billed in the end. After that you will know whether teamspace fits your service operation.

Book a call

What ticket projects do in service operations

Ticket projects arise when one or more service requests turn into a larger requirement that has to be planned and billed in a structured way. The complex ticket becomes a project in one click, optionally as a main project, sub-project or work package. Ticket and project then stay firmly linked.

teamspace runs ticket and project operations in one system. Instead of a ticket system for service, a project tool for the undertaking and a spreadsheet for the connection, there is one structure. The tickets remain individually manageable and are at the same time aggregated within the ticket project.

Frequently asked questions about ticket projects

When does a ticket project pay off instead of single tickets?
As soon as a request becomes too big for a ticket: several people involved, a history over weeks, a budget of its own. Examples are migrating a business application, rolling out new hardware across several sites, or introducing a cloud solution. For management over several weeks, a single ticket is not enough.
How does a ticket become a project?
Through the action to create a ticket project in the ticket. You choose whether a main project, a sub-project or a work package is created. For a sub-project or work package, teamspace asks for the parent project it belongs under. After that, ticket and project are firmly linked, and the request has progress, a structure as well as its own times and finances.
Can several tickets belong to one project?
Yes. The complex starting ticket becomes the main project, related tickets are set up as a sub-project or work package beneath it. This turns several tickets into a project structure. Tickets about the same matter can also be merged into one.
How does a ticket project differ from a classic project?
A ticket project arises from service operations, with a link to specific requests. A classic project arises from the order or from planning. In teamspace both use the same data model; the transition between service and project is seamless.
How is a ticket project managed?
Like any other project. Planned-versus-actual is up to date daily across times, costs and revenue; the contribution margin is calculated continuously from internal rates and logged times; traffic-light warning levels alert you when a threshold is breached as a value or percentage; the project remainder is projected from the status through to completion. More on this at project controlling.
How does billing of ticket projects work?
Like an engagement. Fixed-price, time-and-materials and recurring line items run in parallel on one invoice. Hours are logged per ticket and totalled per phase and project; service intervals and time budgets control when billing happens. The receipt is created straight from the ticket. More at ticket billing.
Can several people work on one ticket project?
Yes. Project roles can be assigned per sub-project, owners and assignees. External staff are brought in with their own hourly rate, which feeds into the contribution margin calculation.