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Audience: MSP staff preparing a request or explaining the Company request experience. Select the intended company before preparing a ticket. Your staff role can expose additional actions; it does not prove which controls a Company user can access. Use ticket template settings to configure requests. Open Tickets to find a support request, check its status, and continue the conversation with your IT provider.

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Before you start

Your MSP controls which tickets you can see and which actions you can perform. You may see only your own requests or a broader set of tickets for your company. Access to other companies, status changes, and adding notes are not automatically included with ticket viewing.

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Find a ticket

1

Choose open, closed, or all tickets

Open Tickets. The list starts with Open tickets. Select Closed to find completed requests, or All to include both.
2

Narrow the list

Use the table’s column filters to search by the visible ticket information, such as its title or status. Your available columns depend on your MSP’s display settings and ticketing provider.If you can select a company in the portal header, check that the correct company is selected. Clear filters that could hide the request and use the page controls to view more results.
3

Open the request

Select the ticket’s row to open its details. Read the description, current status, and activity. The details shown vary by ticketing provider and your access.

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Reply to your IT provider

1

Open Add Note

In the ticket details, find Add Note. Expand the composer if it is collapsed. If you cannot add a note, ask your MSP to check your reply permissions.
2

Write the update

Describe what changed or answer the technician’s questions. Include the steps you tried and any new error message. Keep the reply on the existing ticket when it concerns the same issue.The note editor may offer formatting, or a plain-text box, depending on the ticketing provider.
3

Attach supporting files if available

Use the attachment control when it is shown. Wait for uploads to finish before sending the note. The current Syncro note composer does not offer file attachments; ask your provider how to send a file if you do not see an attachment option.
4

Send the note

Select Add Note and wait for confirmation. Typing a note does not send it. Check the activity to see the update.If the note succeeded but an attachment failed, keep the existing note and follow up with the missing file. Do not resend the same message solely because its attachment failed.

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Change a ticket’s status

If your MSP grants status-change permission and makes statuses available to your role, use the status selector in the ticket details and choose the appropriate status. Wait for the confirmation before treating the change as saved. If the status is displayed without an editable selector, ask your IT provider to make the change. The available status names come from your provider’s ticketing setup; there is not one universal “close ticket” option for every portal.

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Read and download attachments

Open the ticket’s attachments control to inspect available files. Select a file’s download action when available. The list and download behavior depend on the connected ticketing provider and the files available for that ticket.

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Troubleshooting

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Frequently asked questions

In Tickets, select Closed or All. The default Open view excludes closed tickets.
Only if your MSP has granted that visibility. Some roles are limited to the user’s own tickets. Ask your MSP to review your access if you need a broader view.
Yes, if your role allows notes. Open the existing ticket and use Add Note. This keeps the conversation with the original request.
Only when your role permits status changes and the corresponding status is available. Otherwise, add a note asking your IT provider to make the change.
Company users do not see internal technician notes. Your activity view contains the information available to your audience; it is not the MSP’s complete internal work log.
The portal’s technician time-entry controls are for eligible MSP agents. Company users should reply through Add Note instead.
No. Guides describe product capabilities. Your MSP’s configuration, your company scope, and your role determine which of those capabilities you can use.