Ticketing

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Overview

The Ticketing module provides seamless integration with Professional Services Automation (PSA) platforms like ConnectWise and Halo PSA. View, manage, and create tickets directly from MSPortal.ai while maintaining synchronization with your PSA system.

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Key Features

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Supported PSA Platforms

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ConnectWise Manage

Full integration features:

• Ticket synchronization
• Status updates
• Time entry sync
• Board management
• Company mapping

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Halo PSA

Complete integration with:

• Ticket creation and updates
• Agent assignment
• Priority management
• Category mapping
• SLA tracking

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Ticket Management

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Viewing Tickets

The main tickets page displays:

• Ticket number and summary
• Status and priority
• Assigned technician
• Company association
• Last updated time
• SLA status

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Ticket Filtering

Filter tickets by:

• Status (Open, In Progress, Closed)
• Priority (Critical, High, Medium, Low)
• Company
• Assigned technician
• Date range
• Board/Queue

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Creating Tickets

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Manual Creation

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AI-Powered Creation

Use AI to generate tickets:

1. Click “New AI Ticket”
2. Describe the issue in natural language
3. AI generates structured ticket
4. Review and adjust details
5. Submit to PSA system

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Ticket Templates

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Using Templates

Speed up ticket creation with templates:

• Select from template library
• Auto-populate fields
• Customize as needed
• Save time on common issues

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Template Types

• Incident Templates: Common break/fix scenarios
• Request Templates: Standard service requests
• Project Templates: Project task tickets
• Maintenance Templates: Routine maintenance tasks

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Creating Templates

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PSA Synchronization

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Sync Configuration

Configure in Settings > Integrations:

• Sync frequency (real-time or scheduled)
• Field mappings
• Status mappings
• Priority mappings
• Board/queue selection

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Data Synchronization

What syncs between systems:

• Ticket creation and updates
• Status changes
• Priority updates
• Assignment changes
• Time entries
• Notes and communications

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Conflict Resolution

When conflicts occur:

• PSA system is source of truth
• Local changes queue for retry
• Conflict notifications sent
• Manual resolution options

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Ticket Categories

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Category Management

Organize tickets by:

• Service type
• Issue category
• Department
• Technology area
• Custom categories

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Subcategories

Further classification with:

• Specific issue types
• Component identification
• Service level
• Resolution category

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Settings

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Ticket Settings

Configure ticket behavior:

• Default values
• Required fields
• Auto-assignment rules
• Escalation triggers
• SLA configurations

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PSA Settings

Integration-specific settings:

• API credentials
• Endpoint configuration
• Sync preferences
• Field mappings
• Board selection

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Automation

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Auto-Assignment

Rules for automatic assignment:

• By category
• By company
• By priority
• Round-robin
• Skill-based routing

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Escalation Rules

Automatic escalation based on:

• Time thresholds
• SLA breaches
• Priority changes
• Customer responses

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Reporting

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Ticket Metrics

Track key performance indicators:

• Ticket volume
• Resolution times
• SLA compliance
• First response times
• Customer satisfaction

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Reports Available

• Open ticket summary
• Technician performance
• Category analysis
• Trend reports
• SLA reports

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Best Practices

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Troubleshooting

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Common Issues

• Sync Failures: Check API credentials and connectivity
• Missing Tickets: Verify board/queue filters
• Status Mismatches: Review status mapping configuration
• Assignment Issues: Check technician mapping

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Permissions

Ticketing permissions:

• read_tickets - View tickets
• create_tickets - Create new tickets
• edit_tickets - Modify tickets
• delete_tickets - Remove tickets
• manage_ticket_settings - Configure ticket settings

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Related Modules

• Company Overview - Ticket metrics on dashboard
• Reports - Generate ticket reports
• Planner - Schedule ticket-related work
• Settings - Configure PSA integrations