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Some clients have their own IT staff, or another partner, who work tickets alongside your team. Co-managed support gives those people a view of the client’s tickets in MSPortal, shows them which tickets are assigned to them, and gives them a dashboard of the co-managed work. Members of a co-managed role get:
  • an All, Assigned to me and Mine switch on Tickets;
  • a Co-managed marker on tickets in the co-managed queue or category, and a You badge on tickets assigned to them;
  • the Co-managed dashboard: open tickets, tickets created and completed by month, request types, completed work by priority and week, and patch status, counting only co-managed tickets.
You assign the work in your PSA, as you do today. MSPortal shows it to the client’s technicians.

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Before you start

  • Co-managed support is turned on for your portal by MSPortal. If Settings > Tickets has no Co-managed tab, ask MSPortal support to turn it on.
  • Changing the settings needs the manage Tickets settings permission. With less, the tab reads “You can view these settings but not change them.”
  • Adding the dashboard also needs the manage Dashboards settings permission.
  • Connect your PSA under Integrations. The queue and category lists come from your synced tickets.
  • Create a client role for the co-managed technicians under Users & Roles and give it to the client’s IT staff. Use a separate role from the one the client’s other employees have, so only the technicians get the co-managed views.

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Set up co-managed support

1

Open Settings > Tickets > Co-managed

Settings > Tickets > Co-managed with Enable co-managed support on, Autotask PSA selected, Queue IT:Level I, Ticket category Endpoint, Mark tickets assigned to the user on, the Standard role under Co-managed roles, and the Add dashboard button.

Co-managed support on MSPortal Demo, set up for an Autotask queue and category.

2

Turn on Enable co-managed support

If you have more than one PSA connected, choose the one the co-managed tickets live in under PSA.
3

Name the co-managed tickets

Under Co-managed tickets, pick the Queue (the Service board in ConnectWise, the Team in Halo PSA), the Ticket category, or both. Tickets in that queue or with that category are marked Co-managed on the Tickets page, and the Co-managed dashboard counts only them. Pick from the list: names must match the tickets exactly.
4

Choose whether to mark assigned tickets

Leave Mark tickets assigned to the user on to show a You badge next to the tickets assigned to each co-managed technician.
5

Flag the co-managed roles

Under Co-managed roles, pick the client roles whose members are co-managed technicians. Only client roles are listed.
6

Click Save

“Co-managed settings saved.” confirms it. Turning Enable co-managed support off later hides the switch, markers and dashboard tickets from the technicians but keeps your settings.
7

Add the dashboard

Under Co-managed dashboard, click Add dashboard. MSPortal adds the Co-managed template from the dashboard library as a shared dashboard for the roles you flagged, with every ticket widget scoped to the co-managed queue. Save your changes first: the dashboard uses the saved queue and roles. Open dashboard then takes you to it.

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Give the role access to tickets and the dashboard

The co-managed role still follows its own permissions and display group. Check both under Settings > Users & Roles and Settings > Tickets > Display Groups:

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What the technicians see

On Tickets, members of a co-managed role get the Which tickets to show switch:
Tickets page for a company user in a co-managed role, with the Which tickets to show switch set to All and tickets listed for the company.

Tickets for a co-managed technician at a Demo company. Co-managed marks tickets in the co-managed queue.

Assigned to me matches the person to your PSA by their PSA resource: the PSA user linked to them in MSPortal, or otherwise the PSA resource (an Autotask resource, a ConnectWise member, a Halo agent) with the same email address as their MSPortal sign-in. To assign co-managed work, give each technician a resource in your PSA with that email address, such as an Autotask co-managed resource, and assign the ticket to it. Mine uses the PSA contact with their email address. Your own staff do not see the switch. It appears only for client users in a flagged role.

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Troubleshooting

Ticket settings

Display groups, delivery and routing.

Users & Roles

Create the client role and set its permissions.