Ticket Settings

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.

Ticket Settings control how MSPortal.ai handles tickets from your PSA system. Configure delivery methods, organize tickets into display groups, and define which statuses users can set.

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Accessing Ticket Settings

1. Click Settings in the sidebar
2. Select the Tickets icon from the settings navigation

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General Settings

The General tab contains core ticket configuration options.

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Ticket Delivery Method

Choose how tickets are delivered to end users:

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Ticket Categories

Define categories to organize tickets by type:

• Support - General technical support requests
• Service Request - New service requests and changes
• Incident - Urgent issues requiring immediate attention
• Project - Project-related tasks and milestones

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Default Settings

Configure default values for new tickets:

• Default Priority - Initial priority level for new tickets
• Default Status - Starting status when tickets are created
• Default Assignment - Auto-assignment rules

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Display Groups

Display Groups organize how tickets appear in the MSPortal interface. This helps users quickly find relevant tickets.

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Creating Display Groups

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Common Display Group Examples

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Allowed Statuses

Control which ticket statuses users can select when updating tickets. This ensures consistent status usage across your team.

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Configuring Allowed Statuses

1. Review the list of available statuses from your PSA
2. Check the statuses you want users to be able to select
3. Uncheck statuses that should be restricted (e.g., internal-only statuses)

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Status Categories

Statuses are typically organized by workflow stage:

• Open Statuses - New, In Progress, Researching
• Pending Statuses - Waiting on Customer, Waiting on Vendor, Scheduled
• Resolved Statuses - Resolved, Completed, Closed
• Cancelled Statuses - Cancelled, Duplicate

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Compliance Ticket Defaults

Each PSA integration’s settings tab has a Compliance Ticket Defaults card that controls which queue, priority, status, type, subtype, and category compliance-driven tickets land in. Tickets created from a compliance check (manually or by an automation rule) inherit these defaults, so compliance work no longer falls into whatever board your PSA picks at random.

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Halo Required Fields

Halo PSA requires category, impact, and urgency to create a ticket. The Compliance Ticket Defaults card on the Halo tab persists those three values alongside the others so your defaults stick across saves and the create flow does not silently fall back to Halo’s API defaults.

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Coverage by Provider

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Ticket Templates

Ticket templates live under Settings → Tickets → Templates and govern the structured forms users fill out on the new-ticket page, the AI ticket assistant, and the browser extension. Each template defines fields, sections, conditional logic, PSA routing, company visibility, and (when needed) per-company branches and embedded child templates.

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Embedded Templates

A field of type Embedded Template pulls another template’s questions inline as a sub-card. When the parent field is visible (driven by the parent’s conditional logic), the embedded template renders inline and, on submit, fires its own separate PSA ticket using its own board, priority, status, ticket type, and category. Why use embedded templates:

• One user request should spawn multiple PSA tickets with different routing (e.g. a “New Hire” parent splits into a Procurement ticket for hardware and an IT ticket for software access)
• You want to keep each child ticket scoped to a single team’s responsibilities, with its own SLA, approver, and PSA fields
• You need to capture per-child attachments (file uploads inside an embed attach to the embed’s PSA ticket)

Key constraints:

• An embedded template cannot itself contain embedded templates (depth-1 cap, enforced in the editor and on save)
• Embeds inherit the parent’s company gating — admins do not need to enable each embed for every company the parent applies to
• Both parent and embed land in the tenant’s currently selected PSA integration

After every multi-ticket submission, MSPortal posts an internal note on the parent PSA ticket listing every related embed ticket number, so support staff can trace the full chain without leaving the parent record.

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PSA Integration Notes

Ticket settings work in conjunction with your PSA integration:

• Halo PSA - Syncs ticket types, statuses, and priorities automatically
• ConnectWise - Maps to service board configurations
• Autotask - Syncs with ticket categories and queues
• Syncro - Integrates with ticket types and statuses

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Best Practices

1. Start with defaults - Use standard configurations before customizing
2. Test with a few users - Validate settings work before rolling out broadly
3. Document changes - Keep track of display group configurations
4. Sync regularly - Ensure PSA changes are reflected in MSPortal

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Related Resources

• Ticketing Module - Using the tickets interface
• Integrations - PSA integration setup
• Settings Overview - All settings options