Handling BigGantt vs BigPicture Clarification Requests
This internal guide helps support agents answer recurring customer questions about the difference between BigGantt and BigPicture, especially when customers ask whether the Resources module is available in BigGantt or becomes available after moving from trial to paid.
Use this guide when: a customer is evaluating BigGantt, comparing it with BigPicture, or reporting confusion caused by Marketplace wording, AI answers, or product terminology around Resources module versus Resources panel.
What this case is about
Customers may assume that BigGantt includes a full Resources capability, or that the feature is hidden only because they are on a free or trial plan. In similar cases, the main point to clarify is that BigGantt does not include the Resources module. BigGantt is a lighter product variant focused on selected functionality, while broader module access belongs to BigPicture.
A second source of confusion is terminology. Customers may see or hear about a Resources panel inside the Gantt context and interpret that as the full Resources module. These are not the same thing, and the distinction should be explained clearly.
Core support position
Approved clarification: The Resources module is not available in BigGantt. Purchasing or converting a BigGantt trial into a paid subscription does not unlock the Resources module. Customers who need Resources as a module should be directed to BigPicture. The Resources panel may still be referenced in Gantt-related documentation and should be explained as a different capability from the full module.
Recommended response framework
When replying, keep the explanation short, direct, and structured in this order:
Acknowledge the confusion.
State clearly that BigGantt does not include the Resources module.
Clarify that paid BigGantt does not unlock that module.
Explain the difference between the Resources module and the Resources panel, if relevant.
Point the customer to BigPicture if they need broader resource planning functionality.
Share the relevant documentation links.
What to say in common scenarios
Customer situation | Recommended guidance |
|---|---|
A customer on BigGantt trial cannot find the Resources module. | Explain that the module is not part of BigGantt, so it is not missing because of trial limitations. |
A customer asks whether paying for BigGantt will unlock Resources. | Clarify that upgrading from trial to paid BigGantt does not add the Resources module. |
A customer compares BigGantt with BigPicture and expects the same module set. | Explain that BigGantt is a lighter offering and does not provide the same module coverage as BigPicture. |
A customer mentions the Resources panel and assumes it equals the Resources module. | Clarify the terminology and explain that the panel is not the same as the full Resources module. |
Agent checklist
Important nuance: module vs panel
Use the following internal rule:
Resources module = not part of BigGantt.
Resources panel = may be available in the Gantt context and can be documented separately.
If a customer shares screenshots or quotes prior AI output, do not argue with them. Instead, acknowledge the confusion and restate the correct product behaviour.
Best practices for tone
Be confident and specific.
Avoid vague phrases like “should be available” or “might unlock on paid.”
Acknowledge confusion when documentation, product naming, or prior AI output may have misled the customer
Offer the next step: BigPicture information, upgrade documentation, or an implementation call if appropriate.