Before you start
- A PSA integration (ConnectWise, Halo, Syncro, or Autotask) must be connected, or Tickets does not show in the sidebar.
- Your role needs the Tickets read permission to see tickets. Adding notes needs Add notes, and changing a status needs Update statuses. Both are sub-permissions of Write on Tickets in the role editor.
- Pick the company you want in the company selector at the top. The list follows the selector.
Find a ticket
1
Open Tickets
Click Tickets in the sidebar. The subtitle under the page title shows which companies the list covers and how many tickets match.
2
Choose Open, Closed, or All
The list starts on Open. Click Closed for finished tickets, or All for both.
3
Filter the list
Use the filter under a column heading. Ticket ID, Summary, Status, Assigned To, Opened By, Type, Category and similar columns take text. Priority and Source use a dropdown. Company and Location let you pick several. Created At, Last Updated and Closed Date take a date range.Use the column picker to show or hide columns. Which columns exist depends on your ticketing provider and your ticket display settings under Settings > Tickets.
4
Page through results
Use the page controls at the bottom. You can show 25, 50, 100, or 250 tickets per page.
5
Open the ticket
Click a row to open the ticket details. The header shows the ticket number, subject, status, and priority. The activity list shows notes and time entries.
Branch preview: the ticket header stays visible while the request loads. Details
and activity appear together when the ticket is ready. If the ticketing system
takes longer to list attachments, their file count appears afterward. You can
close the ticket while it is loading.
Branch preview — the ticket stays in the same window while its content loads.
Branch preview — MSP staff can read details and activity while attachments are still loading.
Branch preview — on a phone, switch between Notes and Details while attachments load.
Branch preview — the phone Details tab remains readable in the same ticket window.
Add a note
1
Open Add Note
In the ticket details, find the Add Note box. If it is collapsed, click Expand Add Note section.
2
Choose the note type
- ConnectWise tickets: pick Discussion, Internal, Resolution, or Private.
- Other providers: pick Ticket note (sent to the ticket) or Private. Autotask notes are plain text only.
3
Write the note
Type the update in the box.
4
Attach files (optional)
Click Add attachment and choose up to 5 files. Wait for them to attach before you send. Syncro tickets do not accept attachments here.
5
Log time (optional)
On ConnectWise and Autotask tickets, if you are an agent in the PSA, turn on Log Time. Set the Date, Start Time, and End Time, and mark Billable if needed. End time must be after start time. The button changes to Add Note & Log Time.
6
Send the note
Click Add Note (or Add Note & Log Time). A message such as “Note added successfully” confirms it. If the note saved but an attachment failed, keep the note and resend only the missing file.
Change a ticket’s status
1
Open the ticket
Click the ticket’s row in the list.
2
Pick the new status
Use the status selector in the details panel. The choices come from the statuses your PSA has for the ticket’s board.
3
Confirm the change
Wait for “Ticket status updated successfully” before you rely on it. The selector is missing if you lack Update statuses.
Summarize a ticket
On ConnectWise, Halo, Syncro, and Autotask service tickets, click Summary in the ticket header. Choose Email, Bullets, or Paragraph. Click Copy summary to copy the text, or Regenerate summary to write it again.Add a ticket to a meeting
If your role can write to the calendar, click the actions menu at the end of a ticket row and choose Add to Meeting. The row needs a company.Download an attachment
Open the ticket and click the attachments button with a file count in the header, then click the file. The button shows only when the ticket has attachments and the provider is ConnectWise, Halo, or Autotask.Troubleshooting
Frequently asked questions
Where can I see closed tickets?
Where can I see closed tickets?
Click Closed or All above the table.
Do clients see my internal notes?
Do clients see my internal notes?
No. Company users do not see internal notes. On ConnectWise, choose Internal to keep a note internal.
Who can see a private note?
Who can see a private note?
Only the person who wrote it. Private notes stay in MSPortal and are never sent to your PSA.
Can I reply without opening a new ticket?
Can I reply without opening a new ticket?
Yes. Open the existing ticket and use Add Note.
Can company users escalate their open tickets?
Can company users escalate their open tickets?
Yes, through a status change. Give their Company role Update statuses and limit their display group’s Allowed Ticket Statuses to your escalation statuses, such as Escalated. See let company users escalate open tickets.