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This guide is for MSP staff. Open Tickets to find a ticket from your connected PSA, read its activity, and reply.

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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.

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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.
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.
Ticket header and loading placeholders in the open ticket window

The ticket stays in the same window while its content loads.

MSP staff ticket details and activity visible while the attachment request is pending

MSP staff can read details and activity while attachments are still loading.

MSP staff phone Notes tab readable while attachments are pending

On a phone, switch between Notes and Details while attachments load.

MSP staff phone Details tab readable while attachments are pending

The phone Details tab remains readable in the same ticket window.

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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.
A Private note is visible only to you. It is saved in MSPortal and never sent to your PSA. It cannot have attachments.
3

Write the note

Type the update in the box.
4

Email the note (optional)

On a public note, add people under Email to to send them the note by email. See Email a note to people.
5

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.
6

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.
7

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.
If Add Note is greyed out, you need write permission for tickets.

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Edit or delete a private note

You can change or remove your own private notes at any time. This works on ticket private notes and on private notes on project ticket checklist items.
1

Open the menu

On the private note, click the Private note actions button (⋯).
2

Edit the note

Choose Edit. Change the text, then click Save, or press Ctrl+Enter (Cmd+Enter on a Mac). “Private note updated” confirms it. Click Cancel to keep the original.
3

Or delete the note

Choose Delete and confirm. “Private note deleted” confirms it. A deleted private note cannot be recovered.

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Email a note to people

When your MSP turns on Allow emailing ticket notes under Settings > Tickets > General, public notes on HaloPSA, ConnectWise, Autotask and Syncro service tickets show an Email to field under the editor. See Let users email ticket notes to set it up.
1

Choose a public note

Email to appears on public notes only. On ConnectWise, pick Discussion. On other PSAs, pick Ticket note and keep the note Public. Internal notes, private notes, and ConnectWise Internal and Resolution notes are never emailed.
2

Add people

In Email to, type a name and pick a contact. Contacts of the ticket’s company are suggested, and the ticket’s own contact is marked Ticket contact. To add anyone else, type their full email address and press Enter. A note can go to up to 10 people.
3

Send the note

Click Add Note. A message such as “Note added. Emailing 2 people.” confirms it. A line under the note shows Emailing, then Emailed to with the names. Could not email means a message failed. Hover over the line to see the addresses.
Replies reach the ticket. HaloPSA sends the email itself. For ConnectWise, Autotask and Syncro, replies go to the PSA’s Reply mailbox with the ticket number in the subject. The people you add stay in Email to for the ticket’s next notes until you remove them, so check the list before you send. If the composer shows “To email notes, set a reply mailbox in this PSA connection’s ticket settings.” where Email to would be, ask an admin to set the Reply mailbox on the PSA connection.

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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.

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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.

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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.

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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.

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Troubleshooting

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Frequently asked questions

Click Closed or All above the table.
No. Company users do not see internal notes. On ConnectWise, choose Internal to keep a note internal.
Only the person who wrote it. Private notes stay in MSPortal and are never sent to your PSA.
Yes. Open the Private note actions menu on the note and choose Edit or Delete. See Edit or delete a private note.
Yes. Open the existing ticket and use Add Note.
Only the people in Email to when you send it. They stay in Email to for the ticket’s next notes until someone removes them. Replies to the email are added to the ticket.
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.