> ## Documentation Index > Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt > Use this file to discover all available pages before exploring further. # Co-managed support > Let a client's own IT team see and work the tickets you share with them: flag their role, name the co-managed queue, and give them a dashboard. 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. ## 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](https://docs.msportal.ai/user-guides/settings/integrations.md). The queue and category lists come from your synced tickets. * Create a client role for the co-managed technicians under [Users & Roles](https://docs.msportal.ai/user-guides/settings/users-roles.md) 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. ## 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.](https://mintcdn.com/msportal/2TTjcQ2pTRAFxOzT/images/product/settings-tickets-comanaged.png?fit=max\&auto=format\&n=2TTjcQ2pTRAFxOzT\&q=85\&s=b8de21a29d18a6a4573717156762f45f) 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. ## 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**: | The technicians need to | Set this on their role | | - | - | | See all of the client's tickets under **All** | A [display group](https://docs.msportal.ai/user-guides/settings/tickets.md#create-a-display-group-for-a-role) for your PSA with **Ticket Visibility** set to **All Tickets**. A role with no display group, or with **Own Tickets Only**, shows only their own tickets under **All**. | | Open the Co-managed dashboard | The **read** Dashboards permission. Without it, the shared dashboard does not open for them. | | Update tickets | The Tickets permissions you want them to have, such as adding notes or changing status. | ## What the technicians see On **Tickets**, members of a co-managed role get the **Which tickets to show** switch: | View | Shows | | - | - | | **All** | Every ticket their role can see, the same list as before. | | **Assigned to me** | Tickets assigned to them in your PSA. | | **Mine** | Tickets they raised or are the contact on. | ![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.](https://mintcdn.com/msportal/xkX8ovRmYZqEbzHS/images/product/tickets-comanaged-switch.png?fit=max\&auto=format\&n=xkX8ovRmYZqEbzHS\&q=85\&s=ce55ed09228d35b599828f475654fc2b) 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. ## Troubleshooting | Problem | What to do | | - | - | | There is no **Co-managed** tab | Co-managed support is not turned on for your portal. Ask MSPortal support. | | The tab says "You can view these settings but not change them." | You need the **manage** Tickets settings permission. | | A technician has no **All / Assigned to me / Mine** switch | Check that their role is flagged under **Co-managed roles**, that **Enable co-managed support** is on and saved, and that they are a client user, not staff. | | **All** is empty or shows only the technician's own tickets | Give their role a display group with **Ticket Visibility** set to **All Tickets**. | | **Assigned to me** is empty | Check that the ticket is assigned in your PSA to a resource with the technician's email address, and that your PSA has synced since. | | No tickets are marked **Co-managed** | Check the **Queue** and **Ticket category** match the names on your tickets. Pick them from the list rather than typing. | | **Add dashboard** is disabled | The text under it says why: save your changes first, flag at least one role, set the queue or category, or get the **manage** Dashboards settings permission. | | The dashboard does not open for a technician | Give their role the **read** Dashboards permission. | | "N widgets left out because its integration is not connected" | A widget needs an integration you have not connected, such as an RMM for patch status. The rest of the dashboard was added. | > [card] [Ticket settings](https://docs.msportal.ai/user-guides/settings/tickets.md) > > Display groups, delivery and routing. > [card] [Users & Roles](https://docs.msportal.ai/user-guides/settings/users-roles.md) > > Create the client role and set its permissions. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.