Before you start
- Your role needs permission to create tickets (the Create tickets permission on the Tickets resource in the role editor).
- A PSA integration (ConnectWise, Halo, Syncro, or Autotask) must be connected. Tickets does not show in the sidebar without one.
- At least one active ticket template must be available. If none exist, create one under Settings > Tickets > Templates. See How to create a ticket template.
- Pick the client company in the company selector at the top of the page before you start. The ticket is created for that company, and the company must be linked to your PSA integration. Templates can be limited to certain companies, so a template may not appear for every company.
Start with the Home AI Assistant
1
Pick the company
Choose the client in the company selector at the top of the page.
2
Open the assistant
On any page, open the AI Assistant from its button and click Open on home in the panel header to use the full Home page. Home shows the assistant’s message box. The assistant is off when AI is turned off for your portal (see Settings > Tenant > AI).
3
Describe the request
Type the request in the message box, then click Send message or press Enter. For example:
I need to open a support ticket. The accounting office laptop cannot connect to the office Wi-Fi this morning. We restarted it, but the error still says “Cannot connect to this network.”Say who is affected, when it started, and what was tried. Do not include passwords or recovery codes.
4
Answer the assistant's questions
The assistant picks a ticket template from those available for the company and asks for any details it still needs. Answer its questions and correct any wrong date, person, or request type. If the template has an additional form inside it, such as a hardware order inside a new-hire request, the assistant asks those questions too.
5
Check the ticket draft
The assistant shows the ticket as a draft. Click Edit form to change any answer, and Hide form to close the editor. If a required answer is missing, the draft lists it and Review and submit stays unavailable until you fill it in.
6
Review and create the ticket
Click Review and submit. A Review change card shows the exact ticket that will be created. Click Apply change to create it, or Discard to cancel.Wait for the card to show Applied. The assistant then confirms the ticket, for example Ticket #1234 created. Nothing reaches your PSA until you click Apply change.
7
Follow the ticket
Open Tickets to find it. See Find and follow up on a ticket.
Your tenant admin controls AI Home under Settings > Tenant > AI > Home page. Individual companies can also be switched off under Settings > Companies. If a company sees the standard Home page, use the ticket form below.
Use the ticket form instead
1
Pick the company
Choose the client in the company selector at the top of the page.
2
Open New Ticket
Click Tickets in the sidebar, then click New Ticket at the top right. A direct link to a template opens the form with that template already selected.The AI Assistant panel can open first, because Settings > Tickets > General > New Ticket View can default to the AI sidebar. To fill in the form yourself, click Edit form in the panel, or close the panel. You can also use AI to prepare the request.
3
Choose the request type
Under Request Service, search Search services or problems… or browse the categories, then click the card that matches the request.If your portal uses the list view, open Choose a template… under Select Template, search, and pick the template.
4
Enter the subject and answer the questions
Type a short Subject, such as “Unable to connect to Wi-Fi.” Some templates set the subject for you and mark it Auto-generated. You cannot edit those.Answer the required questions. Include what happened, when it started, who is affected, the exact error message, and what was tried. Do not include passwords or recovery codes.
5
Add files and review
If the template has a file-upload field, attach screenshots or documents there. Check screenshots for unrelated personal information first.Review the subject, dates, selected people, and each required question. If the template contains another template inside it, fill that in too. Each embedded template creates its own ticket.
6
Create the ticket
Click Create Ticket at the top right, or use the round arrow on the last section. Wait for a message such as “Ticket #1234 created successfully!”If required questions are empty, the message lists them. Fill them in and click Create Ticket again.
Change the request type
Click the back arrow in the page header, or click Choose a Different Template if it shows. If you already entered answers, a confirmation asks you to Discard them or choose Keep editing. Changing the template clears the form, so copy anything you want to keep first.Schedule an appointment
If the template shows Schedule appointment, turn it on before you create the ticket. The ticket is created first, and then you continue to TimeZest to pick a time. Scheduling must be turned on for the template. If the ticket is created but the appointment cannot be prepared, a message tells you to contact your service provider. You do not need to create the ticket again.Understand the result
For Autotask, an MSP staff member who submits with no company selected creates the ticket under your MSP’s own organization. Other PSAs require a company.
Troubleshooting
Frequently asked questions
Where do I create a ticket for a client?
Where do I create a ticket for a client?
Pick the company in the company selector. Then use the AI Assistant, or click Tickets and New Ticket.
Does describing the problem to the assistant create a ticket?
Does describing the problem to the assistant create a ticket?
No. The assistant prepares a draft. The ticket is created only after you click Review and submit and then Apply change.
Why can some users see tickets but not create them?
Why can some users see tickets but not create them?
Viewing and creating are separate permissions. Give the role Create tickets under Settings > Users & Roles.
Why did one request create more than one ticket?
Why did one request create more than one ticket?
A template can include embedded templates. Each one creates its own ticket with its own board, priority, and status.
Do I have to use AI?
Do I have to use AI?
No. Click Tickets, then New Ticket, and fill in the form.