Tickets

Manage support tickets across all your customer tenants. Integrates with external PSA platforms (ConnectWise, Autotask, HaloPSA) or functions as a standalone ticketing system.

Ticket List

The main ticket queue displays:

Column	Description
Ticket #	Unique ticket identifier (auto-generated or from PSA)
Subject	Brief description of the issue
Customer	Associated customer/tenant
Priority	Critical, High, Medium, Low
Status	New, In Progress, Waiting on Customer, Resolved, Closed
Assignee	Technician assigned to the ticket
Created	When the ticket was created
SLA	Time remaining/exceeded for SLA target

Creating Tickets

Tickets can be created in several ways:

Manual — Click "New Ticket" and fill in the form
From Alert — Security or health alerts can auto-create tickets
Client Portal — End users submit tickets through the client portal
Email — If email integration is configured, emails to support@ create tickets
PSA Sync — Tickets created in your PSA appear automatically
API — Programmatic ticket creation via REST API

Ticket Context

When viewing a ticket, the right sidebar shows tenant context:

User Quick View — If ticket is about a user, shows their profile, MFA status, licenses
Device Quick View — If about a device, shows compliance status, installed apps
Recent Activity — Audit log entries related to the affected user/device
Similar Tickets — Past tickets with similar issues for reference
Quick Actions — Reset password, sync device, revoke sessions without leaving ticket

AI-Powered Features

OpsPilot AI Integration

When enabled, OpsPilot AI assists with ticket handling.

Auto-Categorization — AI categorizes incoming tickets by type
Suggested Resolution — AI suggests solutions based on similar past tickets
Knowledge Article Linking — Auto-links relevant documentation
Response Drafting — AI drafts customer response for technician review
Escalation Prediction — Identifies tickets likely to escalate

Configure AI settings at: Tickets → AI Settings

PSA Integration

Bi-directional sync with supported PSA platforms:

ConnectWise Manage

Full sync of tickets, time entries, and service boards. Maps OpsPilot technicians to CW members.

Datto Autotask

Sync tickets and notes. Supports queue mapping and custom field synchronization.

HaloPSA

Ticket sync with status mapping. Supports custom ticket types and workflows.

SLA Management

Define SLA targets by priority level:

Priority	First Response	Resolution
Critical	15 minutes	4 hours
High	1 hour	8 hours
Medium	4 hours	24 hours
Low	24 hours	72 hours

SLA times are configurable in Settings. Business hours and holiday calendars are supported.

API Reference

GET /api/msp-portal/tickets

List tickets with filtering and pagination

POST /api/msp-portal/tickets

Create a new ticket

GET /api/msp-portal/tickets/:ticketId

Get ticket details including comments and activity

PUT /api/msp-portal/tickets/:ticketId

Update ticket (status, assignee, priority)

POST /api/msp-portal/tickets/:ticketId/comments

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