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Set up where client requests go, what clients can see, and which request forms they can use. This page is for MSP staff with Ticket settings access. It follows the three client-ticketing steps in Launch Center.

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Before you start

  • You need write or manage access to Ticket settings in Settings > Tickets.
  • To deliver tickets to your PSA, connect it first. See PSA connection.
  • Your rollout companies must exist.
  • Have a monitored email address for fallback delivery.

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Set up ticket delivery

1

Open the step

In Launch Center, select Ticket delivery and defaults in the Ticketing phase of Setup guide. It opens the Ticket Delivery & Defaults card from Settings > Tickets > General.
2

Choose the delivery method

Set Delivery Method to PSA Integration to create tickets in your PSA, or Email (SMTP) to send them to an email address. The change saves right away.
3

Set the destination

For PSA delivery, choose the PSA Integration, then enter a Fallback Email Address that gets the ticket if the PSA connection fails. For email delivery, enter the Email Address (for email delivery). Each field saves when you click out of it.
4

Set the ticket defaults

Under Ticket Defaults, pick the routing values for your PSA, such as board or queue, priority, status, and type. Click Save Defaults.
5

Test it

Submit a test request and confirm it reaches the right place with the right defaults. A readiness pass does not prove a message arrived.
The Ticket delivery settings have a valid destination check passes for email delivery with an email or fallback address. For PSA delivery, it needs an active selected PSA and a fallback email. See Ticket settings for every card.

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Review ticket visibility

1

Open the step

Select Ticket visibility in Setup guide. If you see Choose a primary PSA first, finish the delivery step above. The controls here apply only to your primary PSA.
2

Create a display group

Under Display groups decide who sees what, click Create Group. Enter a Name, choose Ticket Visibility (All Tickets, Same Location Only, or Own Tickets Only), assign the client roles, and choose the boards, ticket types, and fields. Click Create Group.
3

Set allowed statuses

Under Allowed statuses control ticket updates, choose the statuses portal users may pick when they update tickets. If you choose none, every synced status stays available.
4

Test with client roles

Check a limited user and a client administrator against real tickets. Look at internal notes, closed work, and the statuses they can set.
A named display group for the primary PSA passes A client ticket display group is configured. It is a recommended check.

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Make a request template available

1

Open the step

Select Ticket request template in Setup guide. It shows the templates from Settings > Tickets > Templates.
2

Create or pick a template

Click New Template to create one, or open an existing template. Follow How to create a ticket template for each field. Keep the template switch on, labelled Template is active and available for use.
3

Choose who can use it

Open Company Visibility in the template. Turn the template on for your rollout companies. Under Role Access, check that client roles can use it. A template that only staff can see does not count.
4

Save

Click Save Template.
5

Submit it as a client

Sign in as a client, or use your approved review process. Open Home or Tickets, pick the template, and send a request. A draft is not a submitted ticket.
An active client-visible request template exists is a blocking check. Every rollout company needs an enabled client-visible template that applies to it. A company-wide template covers a company only where it is not switched off for that company.

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Troubleshooting

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Frequently asked questions

No. Delivery supports email and PSA. Set the method and its destination.
No. It checks stored settings. Send a test request.
No. Each rollout company needs a client-visible template that is enabled for it.