> ## 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.

# Find and follow up on a ticket

> Find open or closed support requests, read updates, add a reply, and understand which ticket actions are available.

Open **Tickets** to find a support request, check its status, and continue the conversation with your IT provider.

**Audience:** Company users. MSP staff also use the ticket list, with additional actions according to their role.

## Before you start

Your MSP controls which tickets you can see and which actions you can perform. You may see only your own requests or a broader set of tickets for your company. Access to other companies, status changes, and adding notes are not automatically included with ticket viewing.

## Find a ticket

<Steps>
  <Step title="Choose open, closed, or all tickets">
    Open **Tickets**. The list starts with **Open** tickets. Select **Closed** to find completed requests, or **All** to include both.
  </Step>

  <Step title="Narrow the list">
    Use the table's column filters to search by the visible ticket information, such as its title or status. Your available columns depend on your MSP's display settings and ticketing provider.

    If you can select a company in the portal header, check that the correct company is selected. Clear filters that could hide the request and use the page controls to view more results.
  </Step>

  <Step title="Open the request">
    Select the ticket's row to open its details. Read the description, current status, and activity. The details shown vary by ticketing provider and your access.
  </Step>
</Steps>

## Reply to your IT provider

<Steps>
  <Step title="Open Add Note">
    In the ticket details, find **Add Note**. Expand the composer if it is collapsed. If you cannot add a note, ask your MSP to check your reply permissions.
  </Step>

  <Step title="Write the update">
    Describe what changed or answer the technician's questions. Include the steps you tried and any new error message. Keep the reply on the existing ticket when it concerns the same issue.

    The note editor may offer formatting, or a plain-text box, depending on the ticketing provider.
  </Step>

  <Step title="Attach supporting files if available">
    Use the attachment control when it is shown. Wait for uploads to finish before sending the note. The current Syncro note composer does not offer file attachments; ask your provider how to send a file if you do not see an attachment option.
  </Step>

  <Step title="Send the note">
    Select **Add Note** and wait for confirmation. Typing a note does not send it. Check the activity to see the update.

    If the note succeeded but an attachment failed, keep the existing note and follow up with the missing file. Do not resend the same message solely because its attachment failed.
  </Step>
</Steps>

## Change a ticket's status

If your MSP grants status-change permission and makes statuses available to your role, use the status selector in the ticket details and choose the appropriate status. Wait for the confirmation before treating the change as saved.

If the status is displayed without an editable selector, ask your IT provider to make the change. The available status names come from your provider's ticketing setup; there is not one universal “close ticket” option for every portal.

## Read and download attachments

Open the ticket's attachments control to inspect available files. Select a file's download action when available. The list and download behavior depend on the connected ticketing provider and the files available for that ticket.

## Troubleshooting

| Problem                                                | What to check                                                                                                                                                                             |
| ------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| A completed ticket disappeared                         | Select **Closed** or **All**, then check filters.                                                                                                                                         |
| Another employee can see a ticket that you cannot      | Ask your MSP whether your role is restricted to your own tickets.                                                                                                                         |
| The ticket is missing immediately after submission     | Check the creation confirmation, company scope, and filters. Some delivery setups send a request outside the normal ticket list. Give the confirmation or ticket number to your provider. |
| A note or status change failed                         | Keep the error details and ask your provider to check permissions and the connection to its ticketing system.                                                                             |
| The list and ticket details show different information | Give your provider the ticket number and the discrepancy. Synced information and provider detail requests can update at different times.                                                  |
| An attachment does not download                        | Confirm the file is still available with your provider. Do not assume a failed download means the ticket itself failed.                                                                   |

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Where can I see closed tickets?">
    In **Tickets**, select **Closed** or **All**. The default **Open** view excludes closed tickets.
  </Accordion>

  <Accordion title="Can I see every ticket for my company?">
    Only if your MSP has granted that visibility. Some roles are limited to the user's own tickets. Ask your MSP to review your access if you need a broader view.
  </Accordion>

  <Accordion title="Can I reply without opening a new ticket?">
    Yes, if your role allows notes. Open the existing ticket and use **Add Note**. This keeps the conversation with the original request.
  </Accordion>

  <Accordion title="Can I close or reopen a ticket myself?">
    Only when your role permits status changes and the corresponding status is available. Otherwise, add a note asking your IT provider to make the change.
  </Accordion>

  <Accordion title="Why are a technician's internal notes missing?">
    Company users do not see internal technician notes. Your activity view contains the information available to your audience; it is not the MSP's complete internal work log.
  </Accordion>

  <Accordion title="Can Company users log technician time?">
    The portal's technician time-entry controls are for eligible MSP agents. Company users should reply through **Add Note** instead.
  </Accordion>

  <Accordion title="Does a Help guide grant permission to perform an action?">
    No. Guides describe product capabilities. Your MSP's configuration, your company scope, and your role determine which of those capabilities you can use.
  </Accordion>
</AccordionGroup>

## Related guides

* [Open a new ticket](/user-guides/ticketing/open-a-ticket)
* [Create a ticket with AI assistance](/user-guides/ticketing/open-a-ticket-with-ai)