How Service Desk & Ticketing Works
End-to-end ticket lifecycle — creation, triage, assignment, SLA tracking, bulk actions, and how tickets connect to the rest of the platform.
What the Service Desk does
Ticketing is the operational hub for support. Every request, problem, or question becomes a ticket that records who reported it, what it is, who is working on it, what was done, and what time was spent. Everything is logged.
How a ticket is created
| Channel | How it works |
|---|---|
| By staff | Ticketing → Dashboard, then raise the ticket |
| Client portal | The client submits from their self-service portal and it appears immediately |
| Mail to a connected support mailbox is converted to a ticket — configure the mailbox under Email Hub → Mailboxes | |
| Recurring | A recurring ticket template spawns tickets on a schedule — Ticketing → Recurring Tickets |
| Automation | Any event in the platform, including a monitoring alert, can raise a ticket |
The ticket lifecycle
Open → In Progress → Pending (waiting on client) → Resolved → Closed
Each transition is timestamped. Resolving or closing a ticket — on its own or as part of a bulk action — always requires a note describing what was done; there's no silent close. A resolved ticket can be reopened if the client follows up. Closed tickets stay searchable.
Monitoring is the one source that closes its own loop: a ticket raised by a device alert is resolved automatically when the condition clears.
SLA policies — real and enforced
Tickets are matched against your active SLA policies by the company's tier and the ticket's priority the moment they're created — however they arrived: portal, staff, or email-to-ticket. A background sweep checks every open ticket's deadlines every five minutes and flags a breach the instant one is missed, which can in turn trigger an automation rule. See Configure SLA Policies to set policies up and read how matching and breach detection work in detail.
Working the queue faster
- Bulk actions — select any rows on Ticketing → All Tickets to reassign them, change status or priority, or resolve/close the batch at once.
- Keyboard triage — with a row focused:
j/kmove up and down,Enteropens the ticket,aassigns it to you,cquick-closes it (still prompts for the closing note). - Canned responses — insert a pre-written reply into an email or activity note from a searchable picker instead of retyping the same answer.
- @Mentions — mention a teammate in a note to pull them into the conversation.
- Merge and split — merge a duplicate into another ticket (its comments and attachments move across, and it closes with a redirect note), or split part of one ticket off into a new one.
- Saved views — save a filter combination (status, priority, company, date range, assignee, …) as a named view and reapply it in one click from the tab bar.
- Leaderboard — see who's fastest at first response and resolution over a date range. See Ticket Leaderboard.
AI triage
The Autonomy module can analyse a new ticket as it arrives — classify the issue, identify the device named in it, run a matching diagnostic playbook, and post the findings as an internal note before an agent opens the ticket. What it is allowed to do on its own is set per action under Autonomy, from suggest-only through to fully automatic. See How Autonomy Works.
How tickets connect to the rest of the platform
CRM: a ticket links to a company and contact, and the company record shows its full ticket history.
Knowledge Base: agents search the KB while working a ticket, and the KB has its own AI drafting — Generate with AI on Ticketing → Knowledge Base.
Time and billing: time logged on a ticket draws down the client's support contract hours bank and feeds invoicing, so billable support time is captured without a separate process.
Field Service: a ticket that needs someone on site becomes a work order, which links back to the ticket.
RMM: from a ticket's linked device you can run scripts, check patch status, or open a remote session.
Automation: ticket events can trigger rules that act elsewhere — notify a channel, escalate to a manager, create a follow-up task.
Client portal: clients see their own tickets, comment on them, and get status emails. Internal notes stay internal.
Key settings
- Email Hub → Mailboxes — inbound addresses that convert mail to tickets
- Platform → Email Templates — the emails clients receive at each status
- Platform → Workflow Rules — auto-assignment by category, company, or keyword
- Ticketing → Contracts — support entitlements and hours banks
- Ticketing → SLA Policies — response/resolution targets, business-hours calendars, and breach handling
Where to go next
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