Tickets
RevoPSA tickets for customer requests and problems, with their notes, the time spent on them and response times, tickets from the customer portal, and monitoring alerts that open tickets.
Updated
On this page
Tickets (in the Service desk group of the sidebar) holds your customers' requests and problems once RevoPSA is on for your workspace. Each ticket belongs to one customer and has a number (#1, #2…), a priority, a status and, optionally, someone it's assigned to.
Work a ticket
- New ticket: pick the customer (inside a customer's workspace it's that one), write a subject and what's going on, and set the priority and assignee.
- On the ticket's page, change its status (new, in progress, waiting, resolved, closed), priority and assignee, add notes to its conversation, and log time with a note and whether it's billable.
- The list shows open tickets; switch to Overdue, Resolved or All, show only those assigned to me, or
search by subject, customer or number (
#12). The Due column says what's next: the first reply, then the resolution, in red once it's late.
A device's page has a Tickets tab too: the tickets about that device, and a box to open one about it.
The board
Board (beside List) shows open tickets in three columns: New, In progress and Waiting. Drag a card to another column, or use its ⋯ menu, to change its status. Resolve a ticket on its page, where you write down the resolution. The board remembers that you prefer it.
Canned replies
Insert reply under a ticket's note box adds one of your workspace's canned replies, which you can then edit before adding the note. Admins keep the list under Settings → Tickets → Canned replies (up to 50).
A ticket's Visits section books a visit or call for it on the schedule.
Notes the customer sees
Notes are internal unless you turn Internal off before adding one. A shared note shows in the customer portal, and the first one counts as the ticket's first reply. If the customer opened the ticket in the portal, they also get the note by email, under your workspace's name, with a button back to the ticket (they reply in the portal; replies to the email aren't read). Turn this off in Settings → Tickets → Customer emails. Internal notes, time, the device and the assignee never show in the portal.
Response times (SLAs)
In Settings → Tickets, owners and admins set how soon each priority needs a first reply and a resolution, in hours around the clock. The defaults:
| Priority | First reply | Resolved |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 24 hours |
| Normal | 8 hours | 3 days |
| Low | 24 hours | 5 days |
A ticket's due times are counted from when it opened, and move when its priority changes. Its page shows both clocks: when each was met, or when it's due, and whether it was late. These targets are your default SLA policy; named policies, business hours, pausing the clock while a ticket waits and warnings are in SLA policies and business hours.
Tickets from the customer portal
When RevoPSA is on for a customer, its portal users get Tickets in the portal: they see their organisation's tickets and the notes you share, open new tickets and reply. A reply reopens a resolved ticket; a closed ticket stays closed, and they're asked to open a new one. Tickets they open arrive at normal priority, marked as from the portal, and you triage them as usual.
To hear about them, turn on Customer opened or replied to a ticket in Settings → Notifications.
Tickets from monitoring
In Monitoring → Rules, pick RevoPSA under "Open a ticket in": each new monitoring alert then opens a ticket for the device's customer, with the alert's severity as its priority. Connected PSAs (Syncro, ConnectWise, HaloPSA, Atera) appear in the same list, so you choose per workspace, customer or site.
Technicians, admins and owners work tickets; analysts can read them.