The MSP Tickets module provides a centralized service desk layer within the MSP console. It enables managed service providers to track, prioritize, assign, and resolve support requests across multiple organizations. Tickets are linked to users, devices, and organizations, allowing contextual troubleshooting and lifecycle management from a single interface.
This article explains how tickets are structured, how to manage them, and how to work with ticket details.
Accessing Tickets
To open the ticket management view:
From the left navigation panel, click Tickets.
Select the appropriate Organization from the top-right organization switcher.
Use the search bar to locate a ticket by Ticket ID.
If no tickets exist for the selected organization, the interface will display a placeholder state indicating that tickets will appear once created.
Ticket List Overview
When tickets exist, the Tickets page displays a structured table containing all open and historical tickets.
Each row represents a single ticket and includes:
Ticket ID – Unique identifier for the request.
Request type – Category such as Account & Access, Application, Hardware, Policy & Security, or Operating System.
Summary – Short description of the issue.
Assigned to – The technician responsible for handling the ticket.
Urgency – Priority level (Critical, High, Medium, Low).
Status – Current workflow state (Pending support, In progress, On hold, Resolved, Canceled, User pending).
Start at – Creation timestamp.
Actions menu (⋯) – Additional ticket options.
Filtering and Sorting
The ticket table supports filtering and sorting to streamline operational workflows.
You can:
Sort by Name
Filter by:
Urgency
Assignment
Request type
Status
Start date
End date
Clear filters at any time using Clear Filters
This allows MSP operators to isolate critical tickets, unassigned requests, or specific categories quickly.
Understanding Ticket Status and Urgency
Ticket workflow is reflected in two primary dimensions:
Urgency (Priority Level)
Urgency indicates operational impact:
Critical – Immediate action required
High – Significant operational disruption
Medium – Standard priority
Low – Minor or informational request
Status (Workflow State)
Status reflects the progress of resolution:
Pending support – Awaiting technician response
In progress – Actively being worked on
On hold – Waiting for dependency or input
User pending – Awaiting user response
Resolved – Successfully closed
Canceled – Ticket terminated without resolution
Viewing Ticket Details
To open a ticket:
Click on the Ticket ID in the table.
The system navigates to the Ticket Details view.
The details page provides full contextual information required for resolution.
Ticket Header
The header contains:
Ticket ID
Creation date and time
Current workflow status selector (top-right)
Status can be updated directly from the dropdown.
Ticket Summary Section
This section contains:
Reporter information
Request category (e.g., Hardware)
Detailed description of the issue
Attached files (images, videos, documents)
Attachments may include:
Screenshots
Diagnostic logs
Video recordings
These assets assist in reproducing and diagnosing the issue.
Assignment and Priority Management
On the right-hand panel:
Priority can be modified via dropdown.
Assignee can be selected from the available technicians.
The Assign to me shortcut allows immediate self-assignment.
This ensures accountability and clear ownership of the ticket lifecycle.
Reporter Information
The Reporter section includes:
Full name
Email address
Group membership
Job title
Location
This provides organizational context and enables targeted communication.
Linked Device Context
If the ticket is associated with a managed device, the system displays:
Device name
Serial number
OS version
Model
Ownership type
This tight integration between ticketing and device management allows technicians to:
Cross-reference device health
Validate OS compatibility
Identify ownership classification (e.g., company-owned)
Internal Notes
The Internal notes section enables technicians to document operational updates that are not visible to the reporter.
To add an internal note:
Scroll to the Internal notes section.
Enter text in the note field.
Save the update.
This is used for:
Diagnostic steps
Escalation notes
Technical observations
Coordination between team members
Ticket Lifecycle in MSP
At a system level, the MSP ticketing workflow supports:
Multi-organization visibility
Role-based assignment
Status-driven lifecycle control
Contextual linking to users and devices
Priority-based operational handling
Tickets function as structured service objects that maintain traceability, accountability, and resolution history across the MSP environment.