Tickets - MSPortal.ai Documentation

The Tickets module provides comprehensive ticket management integrated with your PSA system. Create tickets using AI assistance, manage templates, and track ticket status all from one interface.

The Tickets interface adapts based on your PSA integration (ConnectWise, Halo PSA, Autotask, or Syncro). Some features and field names may vary depending on your connected PSA system.

Accessing Tickets

Click Tickets in the sidebar
The ticket list displays all tickets for the selected company

The tickets list provides a centralized view of all support tickets across your organization. When viewing in Global View (accessible from the company selector at the top of the page), you’ll see tickets from all companies. When a specific company is selected, the list automatically filters to show only that company’s tickets.

Tickets List

The ticket list displays essential information at a glance, including ticket numbers, summaries, status, priority, assigned technicians, and timestamps. Each row is color-coded by status and priority to help you quickly identify urgent issues. Click the Tickets Menu dropdown to switch between views:

Option	Description
All Tickets	View and manage all tickets from your connected PSA systems
Templates	Access and manage ticket templates for standardized ticket creation

Filtering Tickets

The filter bar provides powerful search and filtering capabilities to help you find specific tickets quickly:

Filter	Description
Search	Free-text search across ticket number, summary, and description. Useful for finding tickets by keyword or reference number
Status	Filter by ticket status (e.g., Open, Closed, Pending). Multi-select allows viewing tickets in multiple states simultaneously
Priority	Filter by priority level to focus on critical issues first
Assigned To	Filter by assigned technician to view your team’s workload or your own tickets
Date Range	Filter by creation or last update date using preset ranges (Today, This Week, Last Month) or custom date ranges
Company	Filter by associated company, particularly useful when viewing all tickets in Global View

Combine multiple filters to narrow down results. For example, filter by “Open” status + “High” priority + “Assigned To: Me” to see your urgent open tickets.

Column Preferences

Customize which columns display in the tickets table to match your workflow:

Click Columns Button

Click the Columns button in the toolbar above the ticket list

Toggle Visibility

Use the eye icons next to each column name to show or hide columns. Hidden columns are grayed out

Reorder Columns

Drag columns using the grip handle on the left side to reorder them according to your preference

Your column preferences are saved automatically and persist across sessions. Available columns include:

Column	Description
Ticket #	Unique ticket identifier from your PSA system. Click to view ticket details
Summary	Brief ticket description (truncated in list view, full text visible in detail view)
Status	Current ticket state with color-coded badge for quick visual identification
Priority	Urgency level with color coding (red for critical, orange for high, yellow for medium, blue for low)
Source	PSA system the ticket originated from (ConnectWise, Halo, Autotask, or Syncro)
Company	Associated client company
Assigned To	Responsible technician or team
Created	Creation timestamp showing when the ticket was opened
Updated	Last modified timestamp, useful for tracking recent activity
SLA Status	Service level agreement status showing if deadlines are at risk
Category	Ticket category or type as defined in your PSA

Pagination

For organizations with many tickets, the list uses server-side pagination to ensure fast loading times. Navigation controls at the bottom of the list let you:

Jump to the first or last page
Navigate to the next or previous page
See your current position (e.g., “Page 2 of 15, 367 total tickets”)

Creating a New Ticket

Starting a New Ticket

Click New Ticket

Click the New Ticket button in the top right corner of the tickets page

Use AI Assistant (Optional)

Describe the issue in natural language in the AI Assistant panel. You can type or use voice input to dictate the issue

Select Template

Choose a template from the dropdown to pre-fill the form with appropriate fields, or let AI select the best template based on your description

Fill Details

Complete the required fields in each section. AI-populated fields are highlighted and can be edited if needed

Submit

Click Create Ticket to submit the ticket to your PSA system

The new ticket form is divided into two main panels:

Left Panel: AI Assistant for natural language ticket creation
Right Panel: Template selection and field entry

AI Assistant

The AI Assistant revolutionizes ticket creation by understanding natural language descriptions and automatically populating form fields:

Feature	Description
Natural Language Processing	Describe the issue conversationally. For example: “Customer John from Acme Corp called - their email stopped working this morning and they can’t send or receive messages. It’s urgent because they have client meetings today.”
Voice Input	Click the microphone button to dictate the issue hands-free. The AI transcribes your speech in real-time and shows interim results as you speak
Intelligent Template Selection	AI analyzes your description and selects the most appropriate template automatically
Auto-Fill Fields	AI extracts details like contact name, email, phone, issue description, urgency, and impact from your description and populates corresponding fields
Smart Suggestions	Based on the issue type, AI suggests appropriate categories, priorities, and even follow-up questions for gathering additional information

For best results with AI ticket creation, include as much context as possible in your description: who reported the issue, what the problem is, when it started, how urgent it is, and any relevant contact information.

After AI generates the ticket details, you’ll see a summary showing:

Fields filled: Which fields were automatically populated
Required fields remaining: Any mandatory fields you still need to complete
Optional fields available: Additional fields you can fill in if needed
Follow-up questions: Suggested questions to gather more information

While AI saves time, it may occasionally misinterpret information. Always review AI-populated fields before submitting to ensure accuracy.

Using Templates

Templates provide pre-configured forms for common ticket types, ensuring consistency and capturing all necessary information:

Click Template Dropdown

Select the Template dropdown in the ticket form header

Browse or Search

Browse templates by category or use the search box to find a specific template. Templates are organized by category for easy navigation

Select Template

Click a template to load its fields. Common templates include “Generic Issue”, “New User Setup”, “Hardware Request”, “Password Reset”, etc.

Complete Fields

Fill in the template-specific fields. Fields are organized into logical tabs for easy navigation

Templates organize fields into logical sections displayed as tabs:

Reporter Information - Contact name, email, phone number, and preferred contact method
Issue Details - Problem description, symptoms, error messages, and screenshots
Impact & Priority - Number of users affected, business impact, and urgency level
Technical Triage - Diagnostic information, troubleshooting steps already taken, and device details
Internal Triage - Internal notes, routing preferences, and team assignments

Required fields are marked with an asterisk (*). The Create Ticket button remains disabled until all required fields are completed.

Attaching Files

You can attach files to tickets during creation:

Screenshots captured directly in the form using the screenshot field
File uploads for logs, documents, or other supporting materials
Maximum 5 files, each up to 50MB

Viewing Ticket Details

Click any ticket row in the list to open the detail view in a slide-out panel:

The ticket detail view is organized into a two-column layout:

Left Column: Ticket information, status, and PSA-specific details
Right Column: Activity timeline and note composer

Detail Sections

Section	Description
Header	Ticket ID, subject line, status badge, priority badge, and attachments indicator
Ticket Details	Core information including company, contact, creation date, and custom fields from your PSA
PSA Details	Provider-specific information such as board, queue, type, subtype, and SLA details
Resolution Stepper	Visual progress indicator showing ticket lifecycle stages (New → In Progress → Resolved)
Activity Timeline	Chronological history of all notes, status changes, and updates

Changing Ticket Status

If you have edit permissions, you can update the ticket status directly from the detail panel:

Click the Status dropdown in the ticket details section
Select the new status from the available options
The change syncs automatically to your PSA system

Available status options depend on your PSA configuration and the ticket’s current board or queue. Some workflows may restrict which status transitions are allowed.

Adding Notes

To add a note or update to a ticket:

Open Ticket

Click the ticket row to open the detail panel

Write Your Note

Use the rich text editor at the top of the right column to compose your note. The editor supports formatting like bold, italic, and bullet lists

Attach Files (Optional)

Click the attachment icon to upload supporting files. Files are attached to both the note in MSPortal and synced to your PSA

Save Note

Click Save Note to post the update. The note appears immediately in the activity timeline and syncs to your PSA

If you close the detail panel with unsaved note content, you’ll be prompted to confirm. Save your work before closing to avoid losing your changes.

Activity Log

The Activity section provides a complete history of ticket interactions:

Notes: All communication and updates added by technicians
Status Changes: Audit trail of status transitions with timestamps
Initial Description: The original ticket description appears as the first entry in the timeline

Notes display the author name and timestamp, making it easy to track who communicated what and when.

Readability Controls

Three controls in the ticket detail modal make long activity feeds easier to read, especially for tickets with rich PSA-formatted notes or extensive history.

Control	Location	What It Does
Collapsible Add Note composer	Chevron in the composer header	Tucks the entire reply form away when you just want to read history, freeing up the right pane for the activity feed
Fullscreen toggle	Button in the modal header	Expands the dialog to fill the browser window. Useful for long ticket histories or PSA-formatted notes with embedded images
A- / A+ font scaling	Composer header	Steps the activity-feed font size from 87.5% up to 175% in 12.5% increments, with a percentage badge that resets to 100% on click. Works on both plain-text and rich PSA notes (HTML), so headings, lists, and quoted replies all scale together

All three preferences stick per browser, so once you set your preferred view it follows you across tickets and sessions.

Attachments

For tickets with attachments, click the Attachments button in the header to view and download files:

See all attached documents and their file sizes
Click to download individual files
Attachments sync bidirectionally with your PSA system

Managing Templates

Templates are the foundation of structured ticket creation. They define what information is captured and how it maps to your PSA system.

Accessing Templates

Open Tickets Menu

Click the Tickets Menu dropdown in the page header

Select Templates

Choose Templates from the menu to open the template management page

Template List

The templates list displays all your ticket templates with key information:

Column	Description
Name	Template name as displayed in the template selector
Category	Organizational category (e.g., Hardware, Software, Network, Access)
Fields	Total number of fields defined in the template
Status	Active (available for use) or Inactive (hidden from selectors)
Actions	Quick actions: Edit, Duplicate, or Delete

Use template categories to organize related templates. Categories make it easier for technicians to find the right template quickly.

Creating a Template

Click New Template

Click the New Template button in the top right corner

Enter Basic Details

Provide a descriptive name, select a category, and add a description explaining when to use this template

Add Sections

Create sections to organize related fields. Each section becomes a tab in the ticket creation form

Add Fields

Add fields to each section. Configure field type, label, placeholder text, and whether the field is required

Configure PSA Mapping

Map template fields to corresponding fields in your PSA system to ensure data syncs correctly

Save

Click Save Template to save your work. Toggle the Active switch to make it available for use

Template Editor

The template editor provides a visual interface for building ticket forms:

Template Details Section

Field	Description
Template Name	Display name shown in template selectors. Use clear, descriptive names like “New User Onboarding” or “Network Issue Report”
Category	Organizational category for grouping related templates
Description	Explanation of when and why to use this template. This helps technicians choose the right template
Active	Toggle to enable or disable the template. Inactive templates are hidden from the template selector

PSA Integration Settings

Configure how template fields map to your PSA system:

Default Board/Queue - Pre-select the service board or queue for tickets created with this template
Default Priority - Set a default priority level
Default Status - Define the initial status for new tickets
Field Mappings - Map custom template fields to PSA custom fields

PSA mapping ensures that information captured in MSPortal flows correctly to your ticketing system. Test your mappings after configuration to verify data appears correctly in your PSA.

Sections & Fields

Organize your template with sections and fields:

Action	Description
Add Section	Create a new grouping of related fields. Sections appear as tabs in the ticket form
Add Field	Add an input field to a section. Choose from various field types
Collapse All	Minimize all sections to see the template structure at a glance
Expand All	Expand all sections to see all fields
Generate with AI	Use AI to automatically generate a template structure based on your description
Drag to Reorder	Drag sections and fields to rearrange their order

Field Types

Choose the appropriate field type for each piece of information you need to capture:

Type	Description	Use Case
Text	Single line text input	Names, short descriptions, reference numbers
Long Text	Multi-line text area with optional rich text editing	Issue descriptions, notes, detailed explanations
Email	Email address with format validation	Contact emails
Phone	Phone number field with formatting	Contact phone numbers
Number	Numeric input with optional min/max validation	Quantities, counts, metrics
Date	Date picker with calendar interface	Due dates, incident dates
Select	Single-choice dropdown selection	Categories, departments, types
Multi-Select	Multiple-choice selection	Skills, tags, affected systems
Check	Checkbox for yes/no questions	Confirmations, flags
Impact	Predefined impact level selector	Business impact assessment
Urgency	Predefined urgency level selector	Time sensitivity assessment
Priority	Priority level selector (usually auto-calculated from impact + urgency)	Issue priority
Upload	File attachment with drag-and-drop support	Screenshots, logs, documents
URL	Web link field with validation	Reference links, documentation

Field Properties

Each field can be configured with various properties:

Property	Description
Label	Display name shown next to the field
Placeholder	Hint text shown inside empty fields
Help Text	Additional guidance shown below the field
Required	Field must be completed before submission. Options: Always Required, Optional, or Conditional
Conditional	Field appears or becomes required based on other field values. For example, “Show email field only if contact method is Email”
Default Value	Pre-populated value that users can change
PSA Mapping	Which PSA field this data should populate

AI Template Generation

Generate complete template structures using AI:

Enter Template Name

Provide a descriptive template name that indicates its purpose (e.g., “VPN Access Request”)

Add Description

Describe the template’s purpose, what information it should capture, and any special requirements

Click Generate with AI

Click the AI button (sparkle icon) to open the AI Template Designer sidebar

Describe Your Needs

Tell the AI what you’re trying to accomplish. Be specific about required fields, sections, and any conditional logic needed

Review and Customize

AI generates sections and fields based on your description. Review the structure and modify as needed

AI template generation works best when you provide context about your workflow. For example: “Create a template for new employee onboarding that captures the employee’s name, department, start date, required software, and manager approval.”

PSA Integration

MSPortal integrates with leading PSA systems to provide seamless ticket management:

Supported PSA Systems

PSA	Sync Direction	Features
ConnectWise Manage	Bidirectional	Full ticket sync, notes, time entries, attachments, status updates, custom fields
Halo PSA	Bidirectional	Tickets, actions, SLAs, attachments, custom fields
Autotask	Bidirectional	Tickets, notes, time entries, attachments
Syncro	Bidirectional	Tickets, comments, basic sync

Synchronization

Tickets automatically sync with your PSA in real-time:

New tickets created in MSPortal appear immediately in your PSA
Updates sync bidirectionally - changes made in either system reflect in both
Notes and attachments are synchronized to maintain complete ticket history
Status changes reflect in both systems within seconds
Custom field mappings ensure your data flows correctly to PSA-specific fields

Sync frequency and specific features may vary by PSA provider. Contact support if you notice sync delays or missing data.

Viewing PSA Details

When viewing ticket details, PSA-specific information is displayed based on your provider: ConnectWise: Board, type, subtype, status, priority, SLA status, resources, and customer update flags Halo PSA: Team, agent, category, impact, urgency, SLA details, and actions Autotask: Queue, status, priority, issue type, and sub-issue type Syncro: Status, priority, and basic ticket information

Best Practices

Use Templates Consistently - Create templates for common ticket types to ensure all necessary information is captured every time
Leverage AI for Speed - Use AI Assistant for routine tickets to save time while maintaining quality
Keep Templates Updated - Regularly review and update templates to reflect current processes and requirements
Customize Your View - Configure column visibility and filters to match your workflow
Add Context in Notes - When adding notes, include enough detail for other technicians to understand the situation
Use Appropriate Priority - Accurately assess priority to ensure critical issues get attention first
Attach Supporting Files - Include screenshots, logs, or documents that help diagnose and resolve issues faster

​Accessing Tickets

​Tickets List

​Menu Options

​Filtering Tickets

​Column Preferences

​Pagination

​Creating a New Ticket

​Starting a New Ticket

​AI Assistant

​Using Templates

​Attaching Files

​Viewing Ticket Details

​Detail Sections

​Changing Ticket Status

​Adding Notes

​Activity Log

​Readability Controls

​Attachments

​Managing Templates

​Accessing Templates

​Template List

​Creating a Template

​Template Editor

​Template Details Section

​PSA Integration Settings

​Sections & Fields

​Field Types

​Field Properties

​AI Template Generation

​PSA Integration

​Supported PSA Systems

​Synchronization

​Viewing PSA Details

​Best Practices

​Related Resources

Accessing Tickets

Tickets List

Menu Options

Filtering Tickets

Column Preferences

Pagination

Creating a New Ticket

Starting a New Ticket

AI Assistant

Using Templates

Attaching Files

Viewing Ticket Details

Detail Sections

Changing Ticket Status

Adding Notes

Activity Log

Readability Controls

Attachments

Managing Templates

Accessing Templates

Template List

Creating a Template

Template Editor

Template Details Section

PSA Integration Settings

Sections & Fields

Field Types

Field Properties

AI Template Generation

PSA Integration

Supported PSA Systems

Synchronization

Viewing PSA Details

Best Practices

Related Resources