> ## 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.

# Tickets

> Find tickets from your PSA, create them with AI or templates, reply with notes, and manage ticket templates

The Tickets module shows tickets from your connected PSA (ConnectWise, Halo PSA, Autotask, or Syncro) and lets you create them, reply to them, and manage the templates behind them. Some fields and labels change with the PSA you use.

For a new support request, start with the **AI Assistant on Home**. Describe the issue, answer its questions, and review the request before submitting it. See [How to open a ticket](/user-guides/ticketing/open-a-ticket). **Tickets > New Ticket** is the form-based alternative.

## Guides by task

| I want to | Read |
| - | - |
| Open a ticket (company user) | [How to open a ticket](/user-guides/ticketing/open-a-ticket) |
| Open a ticket (MSP staff) | [How to open a ticket](/msp-guides/ticketing/open-a-ticket) |
| Create a ticket from a description | [Create a ticket with AI assistance](/user-guides/ticketing/open-a-ticket-with-ai) |
| Find a ticket and reply | [Find and follow up on a ticket (company user)](/user-guides/ticketing/follow-up-on-a-ticket) or [(MSP staff)](/msp-guides/ticketing/follow-up-on-a-ticket) |
| Understand the requests I can choose | [Understand your available request templates](/user-guides/ticketing/understand-request-templates) |
| Build my first ticket template | [Create and preview a ticket template](/user-guides/ticketing/create-and-preview-ticket-template) |
| Configure templates in depth | [How to create a ticket template](/user-guides/ticketing/how-to-create-a-ticket-template) |
| Send submissions to a workflow | [Flow Webhook Recipient](/user-guides/ticketing/flow-webhook-recipient) |
| Use change management | [Change management](/user-guides/ticketing/change-management) |

## Open the ticket list

<Steps>
  <Step title="Open Tickets">
    Click **Tickets** in the sidebar. The sidebar item shows only when a PSA integration is connected and your role can read tickets.
  </Step>

  <Step title="Pick a company">
    Use the company selector at the top. **Global View** shows tickets from all companies you can access. Choosing one company limits the list to that company. The subtitle under the page title tells you the current scope and ticket count.
  </Step>

  <Step title="Choose Open, Closed, or All">
    The list starts on **Open**. Use the toggle above the table to switch to **Closed** or **All**.
  </Step>

  <Step title="Filter the table">
    Use the filter under each column heading. **Ticket ID**, **Summary**, **Status**, **Assigned To**, and **Opened By** take text. **Priority** and **Source** use a dropdown. **Company** and **Location** accept several values. **Created At**, **Last Updated**, and **Closed Date** take a date range.
  </Step>

  <Step title="Choose your columns">
    Use the column toggle in the table toolbar to show or hide columns. Which columns exist depends on your ticketing provider and your ticket display settings under **Settings > Tickets**. Available columns include **Ticket ID**, **Summary**, **Status**, **Priority**, **Source**, **Assigned To**, **Opened By**, **Company**, **Location**, **Created At**, **Last Updated**, **Closed Date**, **Days Open**, **Type**, **Category**, **Issue Type**, and **Sub-Issue Type**.
  </Step>

  <Step title="Page through results">
    Use the controls at the bottom of the table. You can show 25, 50, 100, or 250 tickets per page.
  </Step>
</Steps>

## Open a ticket's details

Click a row to open the ticket in a details window. The left side shows the ticket's details, status, priority, and PSA-specific fields. The right side shows the **Add Note** composer and the activity timeline. The header shows the ticket number, subject, status, and priority, plus an attachments button when the ticket has files.

<Frame>
  <img src="https://mintcdn.com/msportal/xkeMYDbBKs-nek17/images/product/ticket-private-note-composer-preview.png?fit=max&auto=format&n=xkeMYDbBKs-nek17&q=85&s=4c9ac5a9d89b925b37a695915476e05c" alt="Ticket details window with the Add Note composer, Ticket note and Private selector, and a Summary button in the header" width="1280" height="853" data-path="images/product/ticket-private-note-composer-preview.png" />
</Frame>

What you can do from there:

| Task | How |
| - | - |
| Reply on the ticket | Use **Add Note**. See [Find and follow up on a ticket](/msp-guides/ticketing/follow-up-on-a-ticket). |
| Change the status | Use the status selector in the details, if your role can update statuses. |
| Write a note only you can see | Choose **Private** in the note-type selector. It stays in MSPortal and is never sent to your PSA. Company users do not get this option. |
| Summarize the ticket | Click **Summary** in the header, then pick **Email**, **Bullets**, or **Paragraph**. |
| Read or download files | Click the attachments button in the header. |
| Read long histories more easily | Collapse the composer with the chevron, use the fullscreen button, and use the text size controls (87.5% to 175%). The browser remembers these choices. |

If you close the window with unsaved note text, you are asked to confirm.

## Create a ticket

<Steps>
  <Step title="Start with AI">
    Open the AI Assistant on Home, or click **Tickets > New Ticket** and use the assistant panel. See [Create a ticket with AI assistance](/user-guides/ticketing/open-a-ticket-with-ai).
  </Step>

  <Step title="Or pick a template yourself">
    Choose a request under **Request Service**, or open **Choose a template...** under **Select Template**.
  </Step>

  <Step title="Complete the form">
    Fill in each section and visit every tab. Required fields are marked with an asterisk (\*).
  </Step>

  <Step title="Create the ticket">
    Click **Create Ticket**. If required fields are empty, a message lists them.
  </Step>
</Steps>

## Manage templates

Ticket templates live under **Settings > Tickets > Templates**. They define the questions on the form and the PSA defaults (board or queue, priority, status, type) for tickets created from them. Start with [Create and preview a ticket template](/user-guides/ticketing/create-and-preview-ticket-template), then use [How to create a ticket template](/user-guides/ticketing/how-to-create-a-ticket-template) for company access, branches, embedded templates, and import and export.

## How tickets sync with your PSA

New tickets created in MSPortal are created in your PSA. Tickets, notes, and attachments from your PSA are synced into MSPortal, so a recent change in the PSA can take a little while to appear.

| PSA | What the details show |
| - | - |
| **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. Syncro notes cannot carry attachments. |

## Troubleshooting

| Problem | What to do |
| - | - |
| **Tickets** is missing from the sidebar | Connect a PSA integration, and check that your role can read tickets. |
| **New Ticket** is missing | Your role needs permission to create tickets. |
| A closed ticket is not in the list | Switch the toggle to **Closed** or **All**. |
| A ticket is missing | Check the company selector and clear filters. |
| A note failed to attach a file | Notes allow up to 5 files of 50 MB each. |

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Where do I create tickets?">
    On Home with the AI Assistant, or under **Tickets > New Ticket**.
  </Accordion>

  <Accordion title="Where are ticket templates?">
    Under **Settings > Tickets > Templates**.
  </Accordion>

  <Accordion title="Can company users see internal notes?">
    No. Company users see only the public conversation.
  </Accordion>
</AccordionGroup>

## Related guides

* [Ticket settings](/user-guides/settings/tickets)
* [Integrations overview](/user-guides/integrations/index)


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