Skip to main content
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. Tickets > New Ticket is the form-based alternative.

Guides by task

Open the ticket list

1

Open Tickets

Click Tickets in the sidebar. The sidebar item shows only when a PSA integration is connected and your role can read tickets.
2

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.
3

Choose Open, Closed, or All

The list starts on Open. Use the toggle above the table to switch to Closed or All.
4

Filter the table

Use the filter under each column heading. Ticket ID, Summary, Status, Assigned To, Opened By, and Source take text. Priority and PSA use a dropdown. Company and Location accept several values. Created At, Last Updated, and Closed Date take a date range.
5

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, PSA (when you have more than one), Assigned To, Opened By, Source, Company, Location, Created At, Last Updated, Closed Date, Days Open, Type, Category, Issue Type, and Sub-Issue Type.Source is off until you turn it on under Columns. It shows where each ticket came from in your PSA, such as Email, Phone or MSPortal, and you can filter and sort by it. To count the tickets raised through MSPortal, set a dedicated Source in Ticket Defaults, then type its name in the Source filter. Syncro tickets have no Source.
6

Page through results

Use the controls at the bottom of the table. You can show 25, 50, 100, or 250 tickets per page.

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.
Ticket details window with the Add Note composer, Ticket note and Private selector, and a Summary button in the header

Traffic Light guidance for MSP staff

For participating tenants with Traffic Light enabled, ticket details show the mapped company’s Amber, Red or Purple guidance above the provider fields. Click Show guidance details to expand the reason, owner, review date and specialist instructions. On a phone, open Details first. View in Customer Success appears when your role can read Client Health. Company portal users do not see this staff guidance.
Traffic Light is available only to tenants included in the pilot.
Ticket details with expanded Red and Purple technician guidance above the Syncro fields
Ticket Details tab on a phone with expanded Red and Purple guidance
See Traffic Light Review for the full workflow. What you can do from there: If you close the window with unsaved note text, you are asked to confirm.

Escalate an urgent ticket

When ticket escalation is turned on for your portal, open tickets your role can escalate show an Escalate button in the ticket header. Escalation is set up under Settings > Tickets > Escalation.
  1. Click Escalate.
  2. Under Why is this urgent?, explain what is affected and why it cannot wait. A reason is required.
  3. Click Escalate ticket.
Your reason is added to the ticket as a note, and the ticket moves to the status your MSP uses for escalations. The header then shows Escalated; hover over it to see who escalated the ticket and when. Closed tickets cannot be escalated.
Escalate ticket dialog asking why the ticket is urgent, with the status the ticket will move to.

Escalating a ticket from the ticket details.

Create a ticket

1

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.
2

Or pick a template yourself

Choose a request under Request Service, or open Choose a template… under Select Template.
3

Complete the form

Fill in each section and visit every tab. Required fields are marked with an asterisk (*).
4

Create the ticket

Click Create Ticket. If required fields are empty, a message lists them.

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, then use 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.

Troubleshooting

Frequently asked questions

On Home with the AI Assistant, or under Tickets > New Ticket.
Under Settings > Tickets > Templates.
No. Company users see only the public conversation.