The Ticketing module requires an active integration with ConnectWise or HaloPSA. It does not provide standalone ticketing functionality.
The Ticketing module in MSPortal.ai integrates with your existing PSA (Professional Services Automation) tools to provide ticket visibility and analytics within the platform.

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Supported Integrations

MSPortal.ai currently integrates with:
  • ConnectWise Manage - Full ticket data synchronization (Setup Guide)
  • HaloPSA - Comprehensive ticket integration

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Key Features

  • Ticket Visibility - View tickets from your PSA within MSPortal.ai
  • Company Association - See tickets linked to specific companies
  • Analytics & Reporting - Generate insights from ticket data
  • Cross-Module Integration - Reference tickets in reports and compliance
  • Real-time Sync - Stay updated with latest ticket information

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Prerequisites

Before using the Ticketing module:
  1. Have an active ConnectWise Manage or HaloPSA account
  2. Configure the PSA integration in Settings
  3. Map companies between MSPortal.ai and your PSA
  4. Verify API permissions for ticket access

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Setting Up Integration

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ConnectWise Integration

1

Navigate to Settings

Go to Settings → Integrations → ConnectWise
2

Enter API Credentials

Provide your ConnectWise API URL, company ID, and credentials
3

Configure Sync Settings

Select which ticket types and statuses to synchronize
4

Map Companies

Link MSPortal.ai companies to ConnectWise companies
5

Initial Sync

Run the initial synchronization to import existing tickets

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HaloPSA Integration

1

Navigate to Settings

Go to Settings → Integrations → HaloPSA
2

API Configuration

Enter your Halo instance URL and API credentials
3

Select Data Types

Choose ticket categories to synchronize
4

Company Mapping

Connect MSPortal.ai companies with Halo clients
5

Synchronize

Execute initial data import

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Using the Ticketing Module

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Viewing Tickets

  1. Navigate to Ticketing in the sidebar
  2. Select a company or view all tickets
  3. Use filters to narrow results:
    • Status (Open, Closed, Pending)
    • Priority levels
    • Date ranges
    • Assigned technician

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Ticket Information

Each synchronized ticket displays:
  • Ticket Number - PSA ticket identifier
  • Summary - Brief description
  • Status - Current ticket state
  • Priority - Urgency level
  • Company - Associated client
  • Assigned To - Responsible technician
  • Created/Updated - Timestamps
  • Time Entries - Logged hours (if available)

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Analytics & Reporting

The Ticketing module provides:
  • Ticket Volume - Trends over time
  • Resolution Times - Average time to close
  • By Company - Ticket distribution across clients
  • By Category - Common issue types
  • SLA Performance - If SLA data is available

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Integration with Other Modules

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Reporting

  • Include ticket metrics in client reports
  • Show support activity alongside other KPIs
  • Generate ticket trend analyses

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Company Overview

  • Display recent tickets on company dashboards
  • Show ticket counts in company health metrics

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Compliance

  • Reference tickets in compliance documentation
  • Link remediation tickets to compliance issues

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Best Practices

  • Regular Sync - Ensure synchronization runs frequently
  • Company Mapping - Keep company associations up to date
  • Data Hygiene - Clean up closed tickets periodically
  • Permission Management - Limit ticket visibility as needed

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Limitations

  • Read-only access (ticket creation/editing must be done in PSA)
  • Sync frequency depends on API rate limits
  • Historical data limited by PSA retention policies
  • Custom fields may not all be available

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Troubleshooting

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Tickets Not Appearing

  • Verify integration is active in Settings
  • Check company mapping configuration
  • Ensure API credentials are valid
  • Review sync logs for errors

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Sync Delays

  • Check PSA API status
  • Verify network connectivity
  • Review rate limiting settings
  • Contact support if delays persist

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Missing Ticket Data

  • Confirm API permissions include ticket access
  • Check field mapping configuration
  • Verify ticket types are included in sync

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Support

For assistance with ticket integration, consult your PSA documentation or contact MSPortal.ai support.