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Audience: MSP staff with access to Ticket settings. Editing requires the relevant settings write or manage permission. Company users ask their IT provider to change these rules. Open Settings > Tickets. The page has General, Display Groups, Companies, Compliance, Change Approvals and Templates. Available PSA fields depend on the active connection and synchronized lookup data.

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Choose ticket delivery

In General, use Ticket Delivery Method to select PSA Integration or Email (SMTP). This determines how requests are delivered; it is not a choice between email notifications and portal access.
  1. For PSA delivery, select the intended active PSA Integration.
  2. Review Fallback Email Address for delivery when the PSA connection fails.
  3. For email delivery, enter the destination Email Address.
  4. Inspect the save result before leaving. Delivery and integration selectors save immediately. Email fields save when you leave the field.
Changing delivery does not configure every category, template or company override. Review those separately. Avoid changing a real delivery address merely to preview this screen.

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Set ordinary ticket defaults

In General, configure the Ticket Defaults card for the selected PSA. Choose from the available board or queue, status, priority and ticket-type fields. Provider-dependent fields can change when the board or ticket type changes. Click Save Defaults to persist this card. These defaults do not guarantee identical routing for every request: templates and company settings can supply their own values. A missing option can mean that the provider lookup has not synchronized or does not belong to the selected board.

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Choose the new-ticket presentation

New Ticket View controls whether the AI sidebar starts open, whether request templates appear as Cards or List, and whether template sections use Tabs or All sections. Each choice saves immediately; the sample cards are built-in previews.
Manual template selection with Cards and List previews in Ticket settings.

MSP example: built-in Cards and List previews. Choosing a presentation saves immediately.

This configures the new-ticket page. Users can still start a support request from the Home assistant, or use the manual ticket form. Display choices do not grant access to a template or submit a ticket.

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Maintain categories

Use Add Category to draft a category, enter its name and visual details, and save the row. To change an existing category, open its edit control and use the row Save or Cancel control. Where offered, map the category to an existing PSA ticket type. A category is not a new ticket type created in your PSA. Deleting a category uses its row delete action; do not expect a separate page-level Save to stage or undo the deletion.

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Create a display group for a role

Display groups control ticket scope and visible fields for assigned roles and a PSA provider.
  1. Open Display Groups and choose Create Group.
  2. Enter a name and optional description.
  3. Choose All Tickets, Same Location Only or Own Tickets Only. These operate inside the companies the user can already access. All Tickets does not add companies. A user at a parent company reaches the child companies through the Parent Admin role.
  4. Select the PSA Provider and Assigned Roles. A role has one display-group assignment per provider, so review existing assignments before moving it.
  5. Optionally restrict boards or queues, choose Allowed Ticket Statuses, and hide ticket types. Empty restrictions mean unrestricted choices for that control. Status choices follow the provider and selected boards.
  6. Select the fields to display, using the field sections or select-all controls as needed.
  7. Click Create Group or Update Group. Reopen the group and verify the result with a representative user of the assigned role.
Company users see exactly the fields their group selects. Hours and financial fields are off until you select them: Hours Worked, Estimated Hours, Total Hours and the ConnectWise billing fields. Select Hours Worked to show a ticket’s worked hours and the hours on each time entry. MSP staff always see these fields. Internal notes, project budget and billable hours, and PSA reference IDs stay hidden from company users whatever the group selects. For location-based visibility, first verify the user’s assigned location and the tickets’ location data. Hiding a column is not the same as restricting which tickets the role can access. Autotask groups can also expose a recurring-ticket setting.

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Set company routing overrides

Open Companies, locate the exact company and review the displayed effective values and their source. Change the needed routing field using its cell editor. These edits save immediately. Clear an override using the available inherit/default choice to return to the applicable default, then inspect the resolved value. Bulk actions affect selected companies. Check the selected set before applying a bulk change; a filtered view alone is not a substitute for reviewing selection.

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Configure compliance requests and change approvals

Use Compliance for the separate Compliance Ticket Defaults card. PSA delivery and an active selected PSA are prerequisites. Choose the provider’s available routing fields and click Save. Halo can require category, impact and urgency as well as other ticket fields; review the controls actually offered for your provider. Use Change Approvals for the approval policy and approver settings offered to your account, then Save that panel. Changing policy is separate from approving an individual request. See Change management before using that workflow.

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Manage request templates

Templates opens the template catalog. Use the ticket-template guide for fields, conditions, routing, company access and embedded requests. A template’s saved configuration and a user’s permission to request it are separate checks.

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Troubleshooting

If controls are disabled, check settings permissions. If a PSA or lookup is absent, review the connection and synchronization state. If a user sees the wrong tickets, check their company, role, display group and location before changing broad visibility. If a user at a parent company sees only their own company’s tickets, follow Give a parent-company user access to child companies. If routing differs from General defaults, inspect the template and company override. Reopen the affected setting after a failed save before retrying.

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FAQs

No. The available delivery methods are PSA Integration and Email (SMTP). Portal visibility is configured separately.
No. Delivery, PSA selection, New Ticket View and company cells save immediately; email fields save on blur. Default cards and display-group forms have their own Save controls.
Inside the Display Group form for the selected provider, alongside board restrictions and hidden ticket types.
No. It operates within the companies the user can already access. A Company user sees only their own company unless they hold the Parent Admin Team Role for a parent company, which adds its child companies. See Give a parent-company user access to child companies.
No. It maps the portal category to an existing provider ticket type.
Yes, when you allow it. Open the display group assigned to their role, select Hours Worked and click Update Group. They then see the ticket’s worked hours and the hours on each time entry. Internal notes stay hidden.
No. Field presentation and ticket visibility are separate controls.
Review the separate Compliance tab and save its defaults. Do not assume all request paths use identical values.
No. It changes presentation. A user must still complete and submit the request workflow.