Administration Overview
Ascent splits organization management into two areas of the left sidebar:
- Settings — all of your organization's configuration, gathered into one place with a categorized left-hand menu (Organization, Users & Access, Ticketing, Security & API, Email, AI, and Assets).
- Admin — the operational tools you use day to day: Integrations, data Migrations, Audit Logs, and AI Chat Logs.
Both areas are visible only to users with the Owner or Admin role, and several items are further gated by individual permissions or your plan's licensed features.
Overview
Between Settings and Admin you can:
- Define roles, permissions, and client access controls
- Customize the emails Ascent sends and monitor outbound delivery
- Configure client self-service through the Client Portal
- Tailor ticket statuses and categories, and configure SLA targets, policies, and escalations
- Collect and configure customer satisfaction (CSAT) feedback
- Connect and manage third-party integrations
- Review an audit trail of activity and changes
- Organize records with shared tags
- Build reusable checklist templates
- Automate ticket assignment with routing rules
- Manage organization-wide settings
Where things live
Most configuration now lives under Settings, organized by category. The Admin menu is reserved for operational tooling.
Configuration — under Settings
The Settings menu opens a categorized left rail. Each item links to its own page at /settings/{category}/{slug}.
| Tool | Path | What it does |
|---|---|---|
| Roles & Permissions | /settings/users/roles | Manage user roles, permissions, and client access controls |
| Email Templates | /settings/email/templates | Customize emails sent to clients and contacts |
| Client Portal | /settings/users/client-portal | Manage portal access requests and settings for client self-service access |
| Ticket Customization | /settings/ticketing/customization | Configure ticket statuses and categories |
| SLA | /settings/ticketing/sla | Configure default SLA targets, named SLA policies, and escalation policies in one hub |
| Custom Fields | API / tickets | Define custom fields that capture extra information on tickets, clients, assets, and more |
| Customer Feedback | /settings/ticketing/feedback | Configure CSAT surveys and feedback collection settings |
| Email Queue | /settings/email/queue | Outbound email delivery status for your organization |
| Tags | /settings/ticketing/tags | Create and manage tags to organize tickets, clients, assets, and more |
| Checklist Templates | /settings/ticketing/checklist-templates | Reusable process templates that can be attached to tickets, assets, contacts, and clients |
| Ticket Routing | /settings/ticketing/routing | Configure automatic ticket assignment rules, pools, and skills |
| Ticket Workflows | /settings/ticketing/workflows | Define custom multi-stage ticket workflows with approval gates |
| AI Ticketing | /settings/ai/ticketing | Configure AI auto-categorization and suggested replies |
| AI Chat Assistant | /settings/ai/chat | Configure the in-app AI chat assistant |
| Org Settings | /settings | Organization profile, members, security, billing, and more |
Operations — under Admin
The Admin menu groups the operational tools. Migrations are bucketed into a collapsible sub-group — click its header to expand it (your choice is remembered, and the sub-group containing your current page opens automatically).
| Tool | Path | What it does |
|---|---|---|
| Integrations | /admin/integrations | Connect and manage third-party services to extend your platform capabilities |
| Audit Logs | /admin/audit-logs | View activity and changes across your organization |
| AI Chat Logs | /admin/ai-chat-logs | Review the encrypted history of AI chat assistant sessions |
| Migrations | /admin/migrations/{source} | Import data from Autotask, SyncroMSP, ConnectWise, Hudu, or ITFlow |
Access requirements
Both the Settings and Admin areas require the Owner or Admin role. Beyond that, individual items have their own gates:
| Tool | Additional requirement |
|---|---|
| Roles & Permissions | roles.read permission |
| Email Templates | email_templates.read permission |
| Client Portal | portal.manage permission and the Client Portal feature on your plan |
| Ticket Customization | Owner or Admin role |
| Customer Feedback | Owner or Admin role and the Client Feedback feature on your plan |
| Integrations | integrations.manage permission |
| Audit Logs | audit.read permission |
| Email Queue | Owner or Admin role |
| Tags | tags.read permission |
| Checklist Templates | checklist_templates.read permission |
| Ticket Routing | ticket_routing_rules.read permission and the Ticket Routing feature on your plan |
| Ticket Workflows | ticket_workflows.read permission and the Ticket Workflows feature on your plan |
| Org Settings | organization.read permission |
If you don't meet an item's requirement, it won't appear in your sidebar.
Common tasks
Manage who can do what
Go to Settings → Users & Access → Roles & Permissions to create roles, adjust the permissions assigned to each role, and configure which clients a role can access.
Connect integrations
Go to Admin → Integrations to connect and manage third-party services such as Level RMM, email (SMTP/IMAP), and payment processing.
Customize tickets
Go to Settings → Ticketing → Customization to configure ticket statuses and categories, Settings → Ticketing → SLA to set default SLA targets, policies, and escalations, then use Settings → Ticketing → Routing to assign incoming tickets automatically using rules, pools, and skills.
Monitor email
Go to Settings → Email → Email Templates to customize outbound emails, and Settings → Email → Email Queue to check the delivery status of outbound messages.
Best Practices
- Least privilege. Grant each role only the permissions it needs, and review role assignments periodically.
- Audit regularly. Use Audit Logs to spot unexpected configuration or data changes.
- Standardize processes. Capture repeatable work as Checklist Templates so technicians follow the same steps every time. Each instance is a snapshot copy, so editing a template never changes checklists already in flight.
- Check delivery. When clients report missing notifications, start with the Email Queue to confirm whether messages were sent.
Related Documentation
- Settings Overview — organization and user-level settings
- Integrations Overview — supported third-party connections