New Ticket

Create a new support ticket for any customer tenant.

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

API Reference

• POST /api/msp-portal/tickets — Create a new ticket
• POST /api/msp-portal/tickets/:ticketId/comments — Add a comment (public or internal note)