Manage ConnectWise Tickets
MSPControl connects a customer-facing ticket workspace to ConnectWise and can create ConnectWise tickets from configured product events. ConnectWise remains the ticket system of record; MSPControl supplies the customer experience, operational context, and policy-driven automation around it.
Before you begin
Section titled “Before you begin”The customer ticket workspace appears only when all of the following are true:
- the MSPControl administrator has enabled the ConnectWise-backed ticket section for the Access Portal;
- the signed-in user is mapped to a valid ConnectWise company and contact;
- the ConnectWise integration credentials and ticket metadata are available to MSPControl.
If the ticket section is not enabled or the user’s ConnectWise identity cannot be resolved, MSPControl hides the workspace instead of displaying an unusable ticket screen.
Work with customer tickets
Section titled “Work with customer tickets”An authenticated customer contact can use the workspace to:
- list the tickets visible to their ConnectWise company and contact;
- search, filter, and sort tickets by status, recency, or priority;
- review open, critical, scheduled, waiting, resolved, and closed work;
- create a ticket with a summary, description, category, and priority;
- add comments and review the ticket activity feed;
- upload and download attachments;
- change supported ticket statuses;
- request or remove a scheduled service time; and
- escalate an active ticket with a reason and urgency.
The workspace also surfaces upcoming scheduled work so customers can see the date, time, and assigned technician returned by ConnectWise.
Configure ticket routing
Section titled “Configure ticket routing”The ConnectWise Integration Policy controls how MSPControl maps operational events to ConnectWise. Depending on the workflow, administrators can configure:
- service board, ticket type, and subtype;
- initial status and priority;
- budget hours;
- auto-close behavior and the closing status; and
- default ticket-creation or contact-sync behavior.
Every configured name must match a value that exists in the connected ConnectWise environment. Treat these settings as routing rules, not free-form labels.
Create tickets from product events
Section titled “Create tickets from product events”MSPControl contains policy fields and processing logic for multiple event-driven ticket workflows. Confirmed examples include:
- Microsoft Defender incidents and security recommendations;
- risky users, risky sign-ins, and risk detections;
- security-baseline, user-consent, email-security, DKIM, Intune, and MFA conditions;
- Windows Update servicing, SLA, and activation conditions;
- expiring Apple certificates, VPP tokens, Azure app credentials, and GDAP relationships;
- backup failures and oversized-mailbox conditions; and
- user-automation requests.
Enable only the workflows your service process is prepared to own. Configure board, classification, priority, and auto-close mappings before enabling automatic creation.
Related configuration
Section titled “Related configuration”