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Portal Tickets

The Client Portal lets you submit support requests to your MSP and follow the conversation as a technician works on them.

Overview​

From the portal Tickets area you can:

  • Submit a new support request with a subject, priority, and description
  • Browse your tickets and filter them by open or closed status
  • Search your tickets by subject or ticket number
  • Open a ticket to read its description and the full conversation
  • Reply to an open ticket to add information or respond to your technician

Open Tickets in the portal. The page is titled Support Tickets and shows the list of requests for your company.

Viewing your tickets​

The ticket list shows one row per ticket with:

ItemDescription
#<number>The ticket reference number
SubjectThe ticket title
Created / UpdatedThe date the ticket was created and the date it was last updated
PriorityThe priority you set: Low, Medium, High, or Critical
StatusThe current status, shown with the color and label your MSP configured

An icon at the start of each row reflects the state: a green check for closed tickets, a clock for tickets whose status mentions "progress," and an amber alert for everything else.

Above the list you can:

  • Use the All, Open, and Closed buttons to filter by status. The page opens to Open tickets by default.
  • Type in the Search tickets... box to find a ticket by subject or by typing its number.

The list shows 25 tickets per page. When there are more, use Previous and Next to page through them.

About ticket statuses​

Status names, colors, and which statuses count as "closed" are configured by your MSP, so the exact labels you see depend on your provider's setup. The Open and Closed filters group statuses by whether your MSP has marked them as closed.

Who can see which tickets​

What you can see depends on the contact type your MSP assigned to your account. Most contact types can see all of their company's tickets, while contacts set to the most limited type can see only the tickets they personally submitted. Ask your MSP if you're unsure which applies to your account.

If your MSP has granted you Co-Managed IT Access, you always see all of your company's tickets — regardless of your contact type — and you can triage them. See Triaging tickets (co-managed IT access) below.

Triaging tickets (co-managed IT access)​

If you are part of your company's internal IT team, your MSP can grant your account Co-Managed IT Access. This lets you work alongside your MSP from inside the portal:

  • You see all of your company's tickets, not only the ones you submitted.
  • You can triage any of them — adjusting the Priority, Status, and Category so the most important work is clear to both your team and your MSP.

When triage is available to you, open a ticket and use the triage controls to:

  1. Set the Priority — Low, Medium, High, or Critical.
  2. Set the Status — choose from the statuses your MSP has configured.
  3. Set the Category — choose from the categories your MSP has configured, or clear it.

You can change one or more of these at a time. Each change is recorded on the ticket's history and attributed to you, so your MSP can see who adjusted what.

Co-managed access only affects tickets. It does not change what you can see for invoices, quotes, contracts, assets, or documents — those still follow your contact type. Co-managed IT access is an optional capability your MSP enables on their plan and turns on per contact; if you don't see triage controls, your account doesn't have it.

Creating a new ticket​

  1. From the Support Tickets page, click New Ticket.
  2. Enter a Subject (required, up to 255 characters) summarizing the issue.
  3. Choose a Priority: Low, Medium, High, or Critical. Priority defaults to Medium.
  4. Add a Description with the details of your issue. This field is optional but recommended.
  5. Click Create Ticket.

When the ticket is created you're taken straight to its detail page, where you can track progress and reply. To leave without submitting, click Cancel or Back to tickets.

Viewing ticket details​

Click any ticket to open it. The detail page shows:

  • The ticket number and subject, with the date it was opened
  • The Priority and Status badges
  • The Description you submitted, if any
  • The Conversation timeline of public replies, with a count

Each entry in the conversation shows the sender's name (your technician's name, or Support when no name is available) and the time of the reply. Internal notes that technicians keep on the ticket are not shown in the portal.

If your MSP merged this ticket into another, or split it from an existing ticket, a banner appears with a link to the related ticket (View Primary Ticket or View Original).

Replying to a ticket​

For any open ticket, an Add Reply form appears below the conversation:

  1. Open the ticket.
  2. Type your message in the reply box.
  3. Click Send Reply.

Your reply is added to the conversation and the assigned technician and the ticket's creator are notified.

Closed tickets cannot receive new replies. When a ticket is closed, the reply form is replaced with a note that the ticket is closed.

Best Practices​

  • Use a clear subject. Summarize the problem in a few words so it's easy to find later.
  • Add detail in the description. Explain what you were doing, what happened, and when it started.
  • Set an appropriate priority. Reserve Critical and High for work-stopping or high-impact issues so urgent requests stand out.
  • Keep the conversation in the ticket. Replying in the portal keeps everything in one place and notifies your technician automatically.
  • Open a new ticket for a new issue. If a previously closed issue comes back, create a new ticket and reference the old ticket number in the description.