Accessing Ticket Settings
- Click Settings in the sidebar
- Select the Tickets icon from the settings navigation
General Settings
The General tab contains core ticket configuration options.
Ticket Delivery Method
Choose how tickets are delivered to end users:| Method | Description |
|---|---|
| Tickets sent via email notifications | |
| Portal | Users access tickets through the MSPortal interface |
| Both | Tickets available via email and portal |
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
Categories sync with your PSA system. Changes here will affect how tickets are categorized across both platforms.
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
Display Groups
Display Groups organize how tickets appear in the MSPortal interface. This helps users quickly find relevant tickets.
Creating Display Groups
1
Click Add Group
Select the + Add Display Group button
2
Name the Group
Enter a descriptive name (e.g., “Critical Issues”, “Pending Approval”)
3
Set Filter Criteria
Define which tickets appear in this group based on status, priority, or type
4
Configure Display Order
Drag groups to reorder how they appear in the tickets view
Common Display Group Examples
| Group Name | Filter Criteria | Use Case |
|---|---|---|
| Open Tickets | Status = Open | All active tickets |
| Awaiting Response | Status = Waiting on Customer | Tickets needing customer input |
| Escalated | Priority = Critical | High-priority issues |
| Scheduled | Status = Scheduled | Planned work |
Allowed Statuses
Control which ticket statuses users can select when updating tickets. This ensures consistent status usage across your team.
Configuring Allowed Statuses
- Review the list of available statuses from your PSA
- Check the statuses you want users to be able to select
- Uncheck statuses that should be restricted (e.g., internal-only statuses)
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
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
Some settings may be overridden by your PSA configuration. Check your integration settings if tickets aren’t displaying as expected.
Best Practices
- Start with defaults - Use standard configurations before customizing
- Test with a few users - Validate settings work before rolling out broadly
- Document changes - Keep track of display group configurations
- Sync regularly - Ensure PSA changes are reflected in MSPortal
Related Resources
- Ticketing Module - Using the tickets interface
- Integrations - PSA integration setup
- Settings Overview - All settings options