Triage issues before adding them to your project

Intake is a Plane-only feature that lets Guests create issues following which Admins and Members can move these issues inside a project. Intake can take bug reports, feature or service requests, or raise a ticket by stakeholders, customers, or clients. Issues created in Intake can then be accepted to move them to the Project’s workflow.

Turn on Intake

Intake functions at the project level and is toggled off by default. Project Admins can turn on the Intake feature for the project.

1. Click the three-dots icon next to your project name on the left pane and click Settings.

2. Select Features on the right pane.

3. Switch on the toggle button for the Intake feature to turn it on for the project.

   

Create Issue in Intake

Users with a Guest role can create issues in Intake. To create an issue:

1. Click on Intake under the project on the sidebar.

2. Click the Add Issue button at the top right corner.

3. Enter the required details and click the Create Issue button.

   

Properties

A Guest role can assign properties when creating an Intake issue. However, these properties can be overridden by the project Admin or Member later.

For an issue in the Intake, you can choose to assign the following properties:

Property	Description
State	If the issue in Intake is still being triaged, you can assign it to a state to help you identify the progress before moving it to your project.
Priority	Set the priority of the issue to align the expectations on how quickly the issue should be acted upon.
Assignees	Assign the team member who should triage or prioritize the issue.
Labels	Categorize issues using the labels available in the project.
Due date	Set when the issue needs to be prioritized or triaged by adding a due date.

Intake issue actions

When a Guest creates an issue in Intake, it is added to the Pending state. Admin and Member roles can accept, decline, snooze or mark the issue as a duplicate.

Accept issue

1. Open a pending issue in Intake.
2. Click the Accept button on the top right. This will open a modal where you can change the issue details before moving it to your project.
3. Click the Add to project button to move the issue from Intake to Issues under the project. The issue will be visible under the State selected when creating or accepting the Intake issue.

Decline issue

If the issue is not relevant to your project, you can choose to decline it. Click the Decline button present on any pending issue to decline it. Once the issue is declined, it ends up in the Cancelled state under your project.

Snooze issue

An issue can be snoozed to review it at a later time.

1. Open a pending issue in Intake.
2. Click on the three dots icon in the top right corner.
3. Select the Snooze option in the menu.
4. Select a date to review it later.

The issue is moved out of pending Intake issues and can be accessed in the Filters drop-down under Open issues. You can also un-snooze the issue from the three dots menu.

Mark issue as duplicate

In cases where a similar issue exists in your project, an Intake issue can be marked as duplicate.

1. Open a pending issue in Intake.

2. Click on the three dots icon in the top right corner.

3. Select the Mark as duplicate option in the menu.

4. Select an issue in the project that is a duplicate of the Intake issue.

   

The issue is now declined with a ‘Duplicate’ label on it. It will also appear in the Cancelled state under your project.

Delete issue

Only Admins have permission to delete Intake issues before it goes through the workflow. Deleted issues will not appear under any label in the Closed issues of Intake.

View Intake issues

You can view Open and Closed issues in Intake by clicking on the appropriate tabs.

Pending or Snoozed issues are considered open issues. Further action can take place on such issues. Whereas, Accepted, Declined, and Duplicate appear under closed issues. No further action is required on closed issues.

Sort and filter

Like issues in the project, sorting and filtering can create a focused view of issues in Intake. Filters and sorting can be applied to a list of issues simultaneously.

Filters can be assigned from the Filters dropdown available on the left-hand side of the Intake page. Issues can be filtered by Issue status, State, Priority, Assignee, Created by, Labels, Created date, and Last updated date.

Next to the Filters dropdown, you can use the sort drop-down to arrange Intake issues sequentially. Issues can be sorted by Date created, Date updated, and ID in ascending or descending order.

Additional features

• Intake issue description has a rich text editor that allows you to format text, attach pictures, links and files, or add tables and dividers.

  

• Intake has an activity and comments section to know the status and see feedback from users and customers. All the changes made to the issue can be tracked in real-time under the Activity section.

  

• The Add Comment box has a rich text editor where you can react with emojis and mention your teammates to communicate.

  

• You can review pending requests in Intake sequentially using 🔼 or 🔽 button.