Ticket Dashboard

Ticket analytics and metrics across all your customer tenants.

Ticket Summary

Shows open tickets by priority and age. Integrates with PSA tools (ConnectWise, Autotask, HaloPSA) if configured, or uses the built-in ticketing system. Red indicators for tickets exceeding SLA thresholds.

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.

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.

API Reference

GET /api/msp-portal/tickets — List tickets with filtering and pagination
GET /api/msp-portal/tickets/:ticketId — Get ticket details including comments and activity