Overview
When you open a ticket in PSA you land in a three-column agent workspace designed so everything you need to work the ticket is on one screen — no tab-hopping. This article explains the layout and what each panel in the right rail gives you.
The Three-Column Layout
- Left column — ticket details. The ticket's properties: status, priority, company, contact, assignee, queue, watchers, to-dos, line items, and the asset/configuration item it relates to. This is where you change the things that define the ticket.
- Center column — the conversation. The SLA strip and banners at the top, the activity tab strip, and the threaded conversation feed where you read replies and post public or internal notes. Banners surface duplicate-detection, SLA risk, AI classification, and asset suggestions here.
- Right rail — context cards. A scrollable stack of context panels (described below) that pull in everything about the ticket's company, contact, and asset without leaving the page. You can collapse the rail to widen the conversation.
Right-Rail Cards
The right rail stacks the following context cards, top to bottom:
- Company & Contact — who reported the issue, the company, site, contact email and phone, and quick links.
- Contact Calls — recent calls tied to this contact (from connected Voice), so you can see the phone history at a glance.
- Activity Summary — key timestamps: created, first response, last activity, last status change.
- Time Tracking (4-area) — the Human / Human + AI / THEO-AI / AI Human Hours breakdown for this ticket. See AI Human Hours and the 4-Area Time Panel.
- Asset / CMDB — the configuration item the ticket is linked to, pulled from CMDB.
- Quick-Attach Asset — when no asset is linked yet, this lets you attach one of the client's assets in a click (it disappears once an asset is linked).
- RMM Live & Remote — live device status and remote actions for the linked device, via the connected RMM.
- Billing Coverage — the company's contract/coverage so you know what is billable before you log time.
- Similar Tickets & KB — similar past tickets and matching knowledge-base articles to speed up resolution.
- Documents — relevant documents for the company (and the linked asset).
- Passwords — credentials for the company/asset, gated by permission.
- Booking Request — send the contact a self-service scheduling link to book an appointment (see Scheduling and Booking).
- Contact Timeline — this contact's recent ticket history.
- Related Asset Tickets — other tickets on the same asset/device.
Cards render only when they have something to show (for example, the RMM card needs a linked device; the Passwords card respects your permissions), so the rail stays relevant to the ticket in front of you.
Working From the Rail
The rail is built for action, not just reference. From it you can attach an asset, kick off remote RMM actions, open a similar ticket or KB article, send a booking link, and see whether the work is covered by a contract before you start. Escalation and merge live in the ticket actions in the header (see Escalating Tickets and Merging Duplicate Tickets).
Troubleshooting
A card is missing. Most cards are conditional. The Asset/RMM cards need a linked device; Passwords/Documents respect your permissions; Contact Calls needs Voice connected. Link the relevant record or check your access.
The right rail is gone. It can be collapsed to widen the conversation. Use the rail toggle to bring it back.