Implementations Overview

Implementations are Supportomation’s project management feature for tracking client deployment and onboarding work. Each implementation links a specific client to a set of tasks that need to be completed, giving your team a structured way to manage multi-step projects alongside day-to-day support.

Getting There

• Click Implementations in the sidebar to see the implementation list
• Click New Implementation (or navigate to /implementations/new) to start the create wizard
• Click any implementation in the list to open its detail page

What Is an Implementation?

An implementation represents a body of work for a specific client — for example, deploying a new module, onboarding a client onto a platform feature, or running a custom integration project. Each implementation contains:

• A linked client — the organization the work is for
• A set of tasks — individual work items that need to be completed
• Progress tracking — each task moves through To Do, In Progress, and Done
• Support ticket visibility — related support tickets appear alongside tasks

Implementations exist separately from the support ticket system but complement it. While tickets capture incoming client requests, implementations let you proactively plan and track outbound project work.

Creating a New Implementation

Navigate to Implementations and click New Implementation to open the creation wizard. You have two paths:

From a Template

1. Select Create from Template
2. Choose a template from the list (organized by category)
3. The wizard pre-populates the implementation with the template’s predefined tasks
4. Select the client this implementation is for
5. Adjust tasks as needed — add, remove, or edit any of the pre-populated tasks
6. Click Create to finalize

Templates save time when you repeat similar projects across clients. See Templates & Task Library for details on creating and managing templates.

From Blank

1. Select Create Blank
2. Enter the implementation name and description
3. Select the client this implementation is for
4. Add tasks manually
5. Click Create to finalize

The Implementation List

The main Implementations page (/implementations) shows all active implementations. Each card in the list displays:

Click any implementation to open its detail page with the full task breakdown.

Task Management

Each implementation contains tasks that represent individual work items. Tasks have a straightforward lifecycle:

Adding Tasks

From the implementation detail page, Admin and Lead users can:

• Add a task manually — enter a name, description, and any relevant details
• Add from the task library — quickly insert a shared library task (see Templates & Task Library)

Editing and Removing Tasks

Click on any task to edit its details. Tasks can be removed from an implementation without affecting the task library or any templates they may have originated from.

Draft Tasks

When you add tasks to an implementation, they can be created as drafts. Draft tasks behave like regular tasks with one important difference: they do not trigger notifications to team members.

This is useful when you are building out an implementation plan and do not want to alert the team until everything is finalized. When you are ready, enliven the draft tasks to activate them and send any applicable notifications.

Deleting an Implementation

Implementations use soft delete. When you delete an implementation:

• The implementation and its tasks are hidden from the list and all views
• The data is not permanently destroyed — it is marked with an isDeleted flag
• Soft-deleted implementations do not appear in search results or client summaries
• This approach protects against accidental deletion while keeping the interface clean

Only Admin users can delete implementations.

Support Ticket Integration

Implementations display related support tickets alongside their tasks. When a client has both an active implementation and incoming support tickets, you can see both in one place. This helps your team understand the full picture of a client engagement without switching between the ticket list and the implementation detail.

See Implementation Views for details on how support tickets appear in each view.

Tips & Troubleshooting

Next Steps

• Implementation Views — List, Timeline, and Kanban views for managing tasks
• Templates & Task Library — Create reusable templates and shared tasks
• Roles & Permissions — Who can manage implementations
• Ticket List — The support ticket side of client management