Skip to main content
This guide is for company users. Open Tickets to find a support request, check its status, and continue the conversation with your IT provider.

​
Before you start

  • Your IT provider controls which tickets you can see and which actions you can take. You may see only your own requests or all tickets for your company.
  • Adding a note and changing a status are separate permissions from viewing. If you cannot do either, ask your IT provider.

​
Find a ticket

1

Open Tickets

Click Tickets in the sidebar.
2

Choose Open, Closed, or All

The list starts on Open. Click Closed to find completed requests, or All to see both.
3

Narrow the list

Use the filter under a column heading, such as Summary or Status, to search. Which columns show depends on your IT provider’s display settings. If you see a company selector at the top, check that the right company is selected. Use the page controls at the bottom to see more results.
4

Open the ticket

Click the ticket’s row. The details window shows the description, status, priority, and activity.
The ticket header stays visible while the request loads. Details and activity appear together when the ticket is ready. If the ticketing system takes longer to list attachments, their file count appears afterward. You can close the ticket while it is loading.

​
Add a note to a ticket

1

Open the ticket

Click the ticket’s row in the list.
2

Open Add Note

Find the Add Note box in the ticket details. If it is collapsed, click Expand Add Note section.
3

Write your update

Describe what changed or answer the technician’s question. Include what you tried and any new error message. Add the note to the existing ticket when it is about the same issue.
4

Email the note to people (optional)

If your IT provider has turned on emailing ticket notes, an Email to field appears under the editor. Type a coworker’s name and pick them, or type a full email address and press Enter. You can add up to 10 people. Each one gets the note by email, and a reply to that email is added to the ticket. The same people stay in Email to for the ticket’s next notes until you remove them.
5

Attach files if you need to

Click Add attachment and choose up to 5 files. Wait for them to attach before you send. Some ticketing systems, such as Syncro, do not accept attachments here. In that case, ask your IT provider how to send the file.
6

Send the note

Click Add Note. A message such as “Note added successfully” confirms it, and the note appears in the activity list. Typing a note does not send it.If the note saved but an attachment failed, keep the note and send only the missing file again.
If you emailed the note, a line under it shows Emailing, then Emailed to with the names. Could not email means a message was not delivered.

​
Change a ticket’s status

If your role can update statuses, open the ticket and pick a new status from the status selector in the details. Wait for “Ticket status updated successfully” before you rely on the change. If the status has no selector, add a note asking your IT provider to change it. The status names come from your IT provider’s ticketing system, so there is no one “close ticket” option for every portal.

​
Escalate an open ticket

To flag an open ticket as urgent, change its status to your IT provider’s escalation status, such as Escalated. Then add a note that says why it is urgent and when you need it resolved. The new status is sent to your IT provider’s ticketing system, where their own rules decide who is alerted. You can escalate only if your role can update statuses and your IT provider has made an escalation status available to you. If you cannot, add a note that starts with the urgency, and contact your IT provider directly about anything that cannot wait.

​
Download an attachment

Open the ticket and look for the attachments button with a file count in the ticket header. Click it, then click the file you want. The button only shows when the ticket has attachments and its ticketing system supports them (ConnectWise, Halo, or Autotask).

​
Troubleshooting

​
Frequently asked questions

In Tickets, click Closed or All. Open is the default.
Only if your IT provider allows it. Some roles see only their own tickets.
Yes, if your role can add notes. Open the existing ticket and use Add Note.
Only the people in Email to when you send it. They stay there for the ticket’s next notes until you remove them, so check the list before you send.
Only if your role can update statuses and the status you need is available. Otherwise, add a note asking your IT provider.
Yes, if your IT provider allows it. Change the ticket’s status to their escalation status, such as Escalated, and add a note with the reason. See Escalate an open ticket.
Company users do not see internal notes. You see the public conversation only.
No. Time entries are for your IT provider’s technicians. Use Add Note to reply.