Triage work items before adding them to your project

Intake is a Plane-only feature that lets Guests create work items following which Admins and Members can move these work items inside a project. Intake can take bug reports, feature or service requests, or raise a ticket by stakeholders, customers, or clients. Work items 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 Work item in Intake

Users with a Guest role can create work items in Intake. To create a work item:

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

2. Click the Add Work item button at the top right corner.

3. Enter the required details and click the Create Work item button.

   

Properties

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

For a work item in the Intake, you can choose to assign the following properties:

Property	Description
State	If the work item 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 work item to align the expectations on how quickly the work item should be acted upon.
Assignees	Assign the team member who should triage or prioritize the work item.
Labels	Categorize work items using the labels available in the project.
Due date	Set when the work item needs to be prioritized or triaged by adding a due date.

Intake work item actions

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

Accept work item

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

Decline work item

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

Snooze work item

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

1. Open a pending work item 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 work item is moved out of pending Intake work items and can be accessed in the Filters drop-down under Open work items. You can also un-snooze the work item from the three dots menu.

Mark work item as duplicate

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

1. Open a pending work item 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 a work item in the project that is a duplicate of the Intake work item.

   

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

Delete work item

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

View Intake work items

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

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

Sort and filter

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

Filters can be assigned from the Filters dropdown available on the left-hand side of the Intake page. Work items can be filtered by Work item 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 work items sequentially. Work items can be sorted by Date created, Date updated, and ID in ascending or descending order.

Additional features

• Intake work item 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 work item 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.