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Ticket Management

Ticket Management in MSP​

  • Every ticket is associated with a Customer, based on the requester's identified Customer at the time of creation.
  • The ticket list view includes a Customer column.
  • The ticket detail page displays the ticket's Customer value.
  • On the Agent UI, a Customer dropdown is available; it can be used both to filter the ticket list by Customer and to select a Customer when creating a ticket manually.
  • Notes and Watchers on a ticket can include all Customer Users and Customer Executives belonging to that ticket's Customer, plus all tenant-level users.
  • Tickets are routed through the Service Teams and Queues enabled for their associated Customer; only the queues enabled for that Customer are available on the Agent UI.
  • Using the bulk operation, tickets (and their requester) can be moved from the Default Customer to a specific Customer.

Agent UI Ticket Inbox with the Customer selector at the top of the ticket list

Customer dropdown open on the Agent UI, with a Search customer box and options for All Customers, Default Customer, and each Customer

Ticket detail page showing the Customer value in the Info panel, below the Contact field

Supported Channels​

Ticket creation with automatic Customer identification is supported through:

ChannelAuto-identifies Customer?Notes
Service PortalYesCustomer identified by the logged-in user's Customer association
EmailYesCustomer identified by the sender's email domain
Microsoft TeamsYesCustomer identified by the Teams user's email domain
SlackYesCustomer identified by the Slack user's email domain

Users who create tickets through Email, Teams, or Slack and are not already associated with a Customer are handled per the domain-mapping rules. Users automatically created under the Default Customer through these channels are granted the Ticket User, Bot User, and Customer User roles.