Overview
Tickets are the core unit of work in PSA. Every support request, task, or incident lives as a ticket with a unique number, an owner, and an SLA clock. Technicians and admins create tickets; they can also arrive automatically from email, the RMM, or the client portal.
Required Fields
A ticket requires only a title and a company to save. Everything else can be filled in later, but setting priority at creation time ensures the SLA clock starts immediately.
| Field | Required | Notes |
|---|---|---|
| Title | Yes | Short description of the problem |
| Company | Yes | Which client this ticket belongs to |
| Priority | Recommended | Low, Medium, High, or Urgent — sets the SLA target |
| Contact | Recommended | The person at the company who reported the issue |
| Queue | No | Defaults to the org's default queue if omitted |
| Assigned to | No | Assign to yourself or another technician |
| Description | No | Full details, steps to reproduce, screenshots |
Creating a Ticket Manually
- Click New Ticket at the top of the tickets list.
- Enter a short title describing the problem.
- Select the company. Contacts for that company load in the contact dropdown automatically.
- Choose a priority. The SLA clock starts based on priority and the company's SLA policy.
- Select a contact (optional but recommended so public notes and CSAT surveys reach the right person).
- Pick a queue or leave it blank to use the default.
- Assign the ticket to a technician, or leave it unassigned for the queue to claim later.
- Fill in the description. Attach files if needed.
- Click Save.
The ticket is created with a sequential number in the format T-### (T-1, T-2, T-3...). The SLA response and resolution clocks start, any matching automation rules run, and webhook subscribers are notified.
Ticket Types
Tickets can also originate from other parts of the platform:
- Email — an inbound mailbox processor converts an email into a ticket and threads replies as notes.
- Client portal — a customer submits a portal form; the ticket lands in the configured queue.
- RMM alert — a high or critical device alert automatically creates a ticket linked to the asset.
- Recurring template — scheduled tickets created automatically on a cron schedule.
Assigning to a Technician
Set the Assigned to field when creating the ticket, or edit it afterward. You can assign to yourself or any active team member. Queues can also have auto-assign rules that route tickets automatically based on company, priority, or issue type.
Frequently Asked Questions
What happens if I do not set a priority?
The ticket is created but the SLA clock does not start. Set a priority as soon as possible so SLA targets apply.
Can I create a ticket without a company?
No. Company is a required field because contracts, SLAs, and billing are all tied to the company.
Where does the ticket number come from?
Each organization has its own counter starting at T-1. Numbers increment sequentially and are never reused.