Ticket Management
The Tickets section is the primary support channel for MSP portal clients. Clients can submit new tickets, track progress, add comments, and view resolution history. Tickets sync bidirectionally with The One PSA every 5 minutes.
Ticket List
Navigate to Tickets in the left sidebar to see all tickets associated with your account.
What you see:
- Ticket subject line
- Category (e.g., Hardware, Software, Network)
- Priority (low / medium / high / critical) — color-coded
- Date created
- Current status badge
Filtering by status: Use the pill buttons at the top to filter:
- All — show every ticket
- Open — newly submitted, not yet picked up
- In Progress — actively being worked
- Resolved — work complete, pending your confirmation
- Closed — fully resolved and closed
Company admins see tickets for all users at their company. Regular users see only their own tickets.
Ticket Statuses
| Status | Meaning |
|---|---|
open | Ticket submitted, awaiting assignment |
in_progress | Technician actively working on it |
waiting_on_client | MSP needs information or action from you |
waiting_on_vendor | MSP is waiting on a third-party vendor |
resolved | Issue resolved; ticket will close soon |
closed | Fully complete |
Submitting a New Ticket
- Click New Ticket (top-right of the Tickets page) or the Submit a Ticket card on the Dashboard
- Fill in the form:
- Subject — A concise description of the issue (required, max 500 characters)
- Category — Select the type of issue: General, Hardware, Software, Network, Email, Security, or Other
- Priority — Choose the urgency: Low, Medium, High, or Critical
- Description — Describe the issue in as much detail as possible (required)
- Click Submit Ticket
- You are redirected to the new ticket's detail page
- The PSA sync timer picks up the new ticket within 5 minutes and creates a matching PSA ticket
Tips for a good ticket:
- Include error messages verbatim
- List steps that reproduce the issue
- Note which device(s) and user(s) are affected
- Attach screenshots if relevant (contact your MSP directly for attachments — file upload is not in the portal form)
Ticket Detail Page
Click any ticket to open its full detail view.
What you see:
- Subject, category, priority, and current status
- Full description you submitted
- Timeline — a chronological log of all activity:
- Comments from your MSP team (labeled "msp")
- Comments you add (labeled "client")
- Status change events
- Assignment events
Adding a comment:
- Scroll to the bottom of the timeline
- Type your update or reply in the text area
- Click Add Comment
- Your comment appears in the timeline and is visible to the MSP team
Ticket Priority Guide
| Priority | Use When |
|---|---|
| Low | Minor inconvenience, workaround available |
| Medium | Affecting productivity but work can continue |
| High | Significant impact on a user or team |
| Critical | System down, data loss risk, or security incident |
Mark tickets as Critical only for genuine emergencies. Overuse reduces signal for your MSP's triage process.
PSA Sync
Tickets created in the Portal are synced to The One PSA:
- New tickets — synced within 5 minutes of creation (timer runs every 5 minutes)
- Status updates in PSA — reflected in the Portal on the next sync cycle
- Comments from PSA technicians — appear in the Portal timeline
The psa_ticket_id field on the ticket record stores the PSA ticket ID once the sync occurs.
Satisfaction Rating
After a ticket is resolved or closed, you may be asked to rate the service. Ratings are captured as a 1–5 score with an optional comment (rating_comment). Ratings are visible to MSP administrators for quality review.