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The Ticket Settings step lets you configure how tickets are displayed and synced from your PSA. You’ll set up status mappings, display preferences, and sync behavior.
This step only appears if you selected a PSA integration. It becomes available after the initial PSA sync completes.

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What You’ll Configure

  • Status Mappings - Map your PSA statuses to MSPortal status categories
  • Display Settings - How tickets appear in the portal
  • Sync Settings - What ticket data to sync and how often
  • Company Settings - Per-company ticket visibility options

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Steps to Complete

1

Wait for PSA Sync

If the initial sync is still in progress, the wizard will show a waiting indicator. This ensures your ticket statuses are available for mapping.
2

Navigate to Ticket Settings

Click Go to Settings in the onboarding wizard, or go to Settings > Tickets.
3

Configure General Settings

On the General tab, set default ticket views and display options.
4

Set Up Status Mappings

On the Statuses tab, map your PSA ticket statuses to MSPortal categories (Open, In Progress, Waiting, Closed).
5

Configure Company Settings

On the Companies tab, set which ticket types are visible to company users.
6

Save Changes

Click Save after configuring each section.

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Status Categories

MSPortal uses four status categories to organize tickets:

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Manual Completion

This step requires manual completion. Click Mark Complete in the wizard when you’ve finished configuring your ticket settings.
Accurate status mapping is important for reporting. Make sure each PSA status maps to the correct MSPortal category.